Linking Freshservice as a source
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Skip the manual setup — run this in your project and the wizard auto-detects your databases and APIs and connects them to PostHog.
This source is currently in alpha. The interface and available tables may change.
The Freshservice connector syncs tickets, problems, changes, and more into the PostHog data warehouse, so you can analyze them alongside your product data.
Prerequisites
Credentials that can read the data you want to sync. PostHog only reads data, so read access is enough.
Adding a data source
- In PostHog, go to the Sources tab of the data pipeline section.
- Click + New source and click Link next to this source.
- Enter your credentials (see Configuration below) and click Next.
- Select the tables you want to sync, choose a sync method and frequency, then click Import.
Once the syncs are complete, you can start querying this data in PostHog.
Enter your Freshservice domain and API key to pull your Freshservice ITSM data.
Your domain is the subdomain in your Freshservice URL - e.g. acme for acme.freshservice.com.
Your API key is on your Freshservice profile settings page (click your profile picture → Profile settings; the API key is shown in the right sidebar).
You'll be asked for:
- Freshservice domain: for example
acme. - API key
Sync modes
Each table can be synced in one of several modes, depending on what the source supports:
- Webhook (when available) – the source pushes changes to PostHog in real time. Fastest freshness, lowest ongoing cost, and the only mode that reliably captures updates and deletes.
- Incremental – only new or updated rows are synced on each run, using a cursor field (such as an
updated_attimestamp). Cheaper than a full refresh, but deletes aren't captured. - Append only – new rows are appended using a cursor field; existing rows are never updated. Ideal for immutable, append-only tables like event logs.
- Full refresh – the whole table is reloaded on every sync. Use it when a table has no reliable cursor or when you need deletions reflected.
See sync methods for a full explanation of how each mode works and how to choose between them.
All Freshservice tables are full refresh. Each sync replaces the contents of the table.
Configuration
| Option | Type | Required |
|---|---|---|
Freshservice domain | text | Yes |
API key | password | Yes |
Supported tables
| Table | Description | Sync method | Incremental field | Primary key |
|---|---|---|---|---|
tickets | A service request or incident raised by a requester and tracked through to resolution. | Incremental, Full refresh | updated_at | — |
problems | A problem record tracking the root cause behind one or more incidents. | Full refresh | — | — |
changes | A change request tracking a planned modification to the IT environment. | Full refresh | — | — |
releases | A release record tracking the rollout of changes to production. | Full refresh | — | — |
sla_policies | A service level agreement policy that sets response and resolution targets for tickets. | Full refresh | — | — |
approvals | An approval request on a ticket or change. | Full refresh | — | — |
requesters | An end user who can raise tickets with the service desk. | Full refresh | — | — |
requester_groups | A group of requesters, used to scope access and automation. | Full refresh | — | — |
agents | A service desk agent who responds to and works on tickets. | Full refresh | — | — |
agent_groups | A group of agents that tickets can be assigned to. | Full refresh | — | — |
agent_roles | A role defining the set of privileges granted to agents. | Full refresh | — | — |
assets | A configuration item (hardware, software, or other tracked asset) in the CMDB. | Full refresh | — | — |
asset_types | A classification for assets in the CMDB (e.g. Hardware, Software, Business Service). | Full refresh | — | — |
software | A software application tracked for software asset management. | Full refresh | — | — |
purchase_orders | A purchase order for procuring assets or services. | Full refresh | — | — |
products | A product in the product catalog that assets can be associated with. | Full refresh | — | — |
vendors | A vendor or supplier that assets and purchase orders are associated with. | Full refresh | — | — |
locations | A physical location (site or office) that assets and users are associated with. | Full refresh | — | — |
departments | A department that groups together requesters within the organization. | Full refresh | — | — |
contracts | A contract covering assets, software or vendor services, with its cost, term and renewal settings. | Full refresh | — | — |
contract_types | A contract type, resolving the contract_type_id carried on each contract. | Full refresh | — | — |
relationships | One edge of the CMDB dependency graph, linking two records such as assets, agents, requesters, departments or software. | Full refresh | — | — |
relationship_types | A relationship type, naming both directions of the edges in the CMDB dependency graph. | Full refresh | — | — |
software_users | A user of a piece of software, with the license allocated to them and when they last used it. | Full refresh | — | — |
software_installations | An installation of a piece of software on a device. | Full refresh | — | — |
ticket_time_entries | Time tracked by an agent against a ticket. | Full refresh | — | — |
ticket_conversations | A reply or note on a ticket. | Full refresh | — | — |
ticket_tasks | A task that breaks down the work on a ticket. | Full refresh | — | — |
problem_tasks | A task that breaks down the work on a problem. | Full refresh | — | — |
change_tasks | A task that breaks down the work on a change. | Full refresh | — | — |
release_tasks | A task that breaks down the work on a release. | Full refresh | — | — |
Troubleshooting
- If the connection fails with an authorization error, the API key is wrong, expired, or has been revoked. Create a new one, then reconnect the source.
- If a table syncs no rows, the credential may not have access to that data. Check its permissions, then reconnect the source.
If your sync is failing or data looks wrong, see the Data warehouse troubleshooting guide. If that doesn't help, contact support – we're happy to help.