Freshservice Tables

Tables

FreshserviceAgents

Stores detailed profile, status, and activity information for Freshservice agents, including permissions, localization preferences, contact information, and management structure.

Name	Type	Description
ConfigID	integer	Identifier linking the agent record to its configuration or ingestion context.
AgentID	integer	Unique identifier for the agent within Freshservice.
FirstName	string	The agent's first or given name.
LastName	string	The agent's last or family name.
Occasional	boolean	Indicates whether the agent is an occasional (part-time) agent rather than a full-time agent.
Active	boolean	Shows whether the agent account is currently active and able to log in.
JobTitle	string	The job title or role of the agent within the organization.
Email	string	Primary email address associated with the agent's Freshservice account.
WorkPhoneNumber	string	The agent's work phone number used for contact.
MobilePhoneNumber	string	The agent's mobile or cell phone number.
CanSeeAllTicketsFromAssociatedDepartments	boolean	Indicates whether the agent can view all tickets from departments they are associated with.
ReportingManagerID	integer	Identifier of the agent's reporting manager in Freshservice.

FreshserviceAnnouncements

Contains system-wide or workspace-specific announcements, capturing their content, visibility settings, delivery options, and lifecycle timestamps for communication tracking.

Name	Type	Description
ConfigID	integer	Identifier linking the announcement record to its configuration or ingestion context.
AnnouncementID	integer	Unique identifier for the announcement within Freshservice.
Title	string	The headline or subject line of the announcement.
Body	string	The plain-text content of the announcement.
BodyHtml	string	The HTML-formatted version of the announcement body.
VisibleFrom	datetime	The date and time when the announcement becomes visible to users.
VisibleTill	datetime	The date and time when the announcement stops being visible.
Visibility	string	Specifies who can see the announcement (e.g., `agents`, `requesters`, `specific groups`).
State	string	Current state of the announcement (e.g., `active`, `archived`).
IsRead	boolean	Indicates whether the announcement has been marked as read by the current user.
SendEmail	boolean	Specifies whether the announcement should also be sent via email.
AdditionalEmails	string	List of extra email addresses that should receive the announcement.
CreatedAt	datetime	Timestamp indicating when the announcement was initially created.
UpdatedAt	datetime	Timestamp of the most recent update to the announcement.
CreatedBy	integer	Identifier for the user who created the announcement.
WorkspaceID	integer	Identifier for the workspace where the announcement belongs.
WorkspaceConfigID	integer	Configuration context associated with the workspace.
BatchDate	datetime	Timestamp indicating when the announcement record was last ingested or updated.

FreshserviceAssetComponents

Stores detailed hardware component metadata for assets tracked in Freshservice, including CPU, memory, and module attributes used for inventory and configuration management.

Name	Type	Description
ConfigID	integer	Identifier linking the component record to its configuration or ingestion context.
ComponentID	integer	Unique identifier for the asset component in Freshservice.
AssetID	integer	Identifier of the asset to which this component belongs.
CreatedAt	datetime	Timestamp showing when the component record was created.
UpdatedAt	datetime	Timestamp showing the most recent update to the component record.
ComponentType	string	Type or category of the component (e.g., `processor`, `memory module`, `drive`).
Manufacturer	string	Manufacturer or vendor of the component.
CPUSpeed	string	Processor speed for CPU components, typically measured in GHz.
NoOfCores	string	Number of physical cores in the processor component.
Model	string	Model name or number of the component.
Socket	string	CPU socket type for processor components.
CoresPerSocket	string	Number of cores present on each CPU socket.

FreshserviceAssets

Stores detailed inventory records for hardware, software, and configuration items tracked in Freshservice, including ownership, classification, lifecycle timestamps, and related configuration context.

Name	Type	Description
ConfigID	integer	Identifier linking the asset record to its configuration or ingestion context.
AssetID	integer	Unique identifier for the asset within Freshservice.
DisplayID	integer	The human-friendly asset ID shown in the Freshservice UI.
Name	string	The asset’s name or label.
Description	string	Additional details describing the asset.
AssetTypeID	integer	Identifier representing the asset’s type or category.
Impact	string	The impact level assigned to the asset (e.g., `low`, `medium`, `high`).
AuthorType	string	Specifies whether the asset was created by an agent, requester, or system.
UsageType	string	Indicates how the asset is used (e.g., `loaner`, `permanent assignment`).
AssetTag	string	Tag or barcode used to physically or logically identify the asset.
UserID	integer	Identifier of the user currently assigned to the asset.
LocationID	integer	Identifier of the location associated with the asset.

FreshserviceAssetTypes

Defines and categorizes different kinds of assets managed within Freshservice, supporting hierarchical organization and visibility control for effective asset classification.

Name	Type	Description
ConfigID	integer	Identifier linking the asset type record to its configuration or ingestion context.
AssetTypeID	integer	Unique identifier for the asset type within Freshservice.
Name	string	Human-readable name of the asset type.
Description	string	Brief explanation of what the asset type represents.
ParentAssetTypeID	integer	Identifier for the parent asset type, if the type is part of a hierarchy.
Visible	boolean	Indicates whether the asset type is visible and selectable in the Freshservice UI.
CreatedAt	datetime	Timestamp recording when the asset type was created.
UpdatedAt	datetime	Timestamp marking the most recent update to the asset type record.
BatchDate	datetime	Timestamp indicating when this asset type record was last ingested or updated.

FreshserviceBusinessHourHolidays

Stores holiday exceptions tied to specific business hour schedules, helping Freshservice correctly calculate SLAs and operating hours around designated non-working days.

Name	Type	Description
ConfigID	integer	Identifier linking the holiday record to its configuration or ingestion context.
HolidayID	integer	Unique identifier for the holiday entry within Freshservice.
BusinessHourID	integer	Identifier of the business hours schedule the holiday applies to.
HolidayDate	string	The specific date on which the holiday occurs.
HolidayName	string	Human-readable name or label for the holiday.
BatchDate	datetime	Timestamp indicating when the holiday record was last ingested or updated.

FreshserviceBusinessHours

Defines standard operating schedules used across Freshservice for ticket handling, SLA calculations, and workflow management, allowing precise control of working vs. non-working periods.

Name	Type	Description
ConfigID	integer	Identifier linking the business hours record to its configuration or ingestion context.
BusinessHourID	integer	Unique identifier for the business hours schedule within Freshservice.
CreatedAt	datetime	Timestamp indicating when the business hours schedule was created.
UpdatedAt	datetime	Timestamp marking the most recent update to the schedule.
Name	string	Human-readable name assigned to the business hours configuration.
Description	string	Additional details explaining the purpose or usage of the schedule.
IsDefault	boolean	Indicates whether this schedule is the system’s default business hours.
TimeZone	string	Time zone under which the business hours apply.
MondayStart	string	Start time for Monday’s business hours.
MondayEnd	string	End time for Monday’s business hours.
TuesdayStart	string	Start time for Tuesday’s business hours.
TuesdayEnd	string	End time for Tuesday’s business hours.

FreshserviceChangeNotes

Stores user-submitted notes attached to change requests, capturing both the text and metadata needed for collaboration, auditing, and historical tracking throughout the change lifecycle.

Name	Type	Description
ConfigID	integer	Identifier linking the change note record to its configuration or ingestion context.
ChangeNoteID	integer	Unique identifier for the change note within Freshservice.
Body	string	The rich-text or HTML content of the change note.
BodyText	string	Plain-text version of the change note content.
UserID	integer	Identifier of the user who created the change note.
NotifyEmails	string	List of email addresses to be notified when the note is added.
CreatedAt	datetime	Timestamp indicating when the change note was created.
UpdatedAt	datetime	Timestamp marking the most recent update to the change note.
ChangeID	integer	Identifier of the change request to which the note belongs.
BatchDate	datetime	Timestamp showing when the change note record was last ingested or updated.

FreshserviceChanges

Tracks detailed change management records, including scheduling, risk, categorization, workflow metadata, and linked configuration elements, supporting structured and auditable change control across IT operations.

Name	Type	Description
ConfigID	integer	Identifier linking the change record to its configuration or ingestion context.
ChangeID	integer	Unique identifier for the change request within Freshservice.
WorkspaceID	integer	Identifier of the workspace where the change is managed.
AgentID	integer	Identifier of the agent assigned to the change.
Description	string	Rich-text or HTML description of the change.
DescriptionText	string	Plain-text version of the change description.
RequesterID	integer	Identifier of the requester who initiated the change.
GroupID	integer	Identifier of the agent group responsible for handling the change.
Priority	string	The priority level assigned to the change (e.g., `low`, `medium`, `high`).
Impact	string	The level of impact the change will have on services or users.
Status	string	Current status of the change request (e.g., `open`, `in progress`, `closed`).
Risk	string	Risk level associated with implementing the change.

FreshserviceContracts

Provides a full view of contract records across Freshservice, including financial details, lifecycle dates, renewal settings, and linked entities to support effective contract tracking and vendor management.

Name	Type	Description
ConfigID	integer	Identifier linking the contract record to its configuration or ingestion context.
ContractID	integer	Unique identifier for the contract within Freshservice.
Name	string	Human-readable name or title of the contract.
Description	string	Additional information or summary describing the contract’s purpose.
VendorID	integer	Identifier of the vendor associated with the contract.
AutoRenew	boolean	Indicates whether the contract automatically renews at the end of its term.
NotifyExpiry	boolean	Specifies whether notifications should be sent before the contract expires.
NotifyBefore	integer	Number of days before expiry when Freshservice should trigger reminders.
ApproverID	integer	Identifier of the user who must approve or has approved the contract.
StartDate	datetime	Contract start date.
EndDate	datetime	Contract end or expiration date.
Cost	decimal	Monetary value or cost associated with the contract.

FreshserviceContractTypes

Defines the various contract categories available in Freshservice, supporting approval requirements, default behaviors, and classification of vendor or service agreements.

Name	Type	Description
ConfigID	integer	Identifier linking the contract type record to its configuration or ingestion context.
ContractTypeID	integer	Unique identifier for the contract type within Freshservice.
Name	string	Human-readable name of the contract type.
Description	string	Summary or explanation describing what the contract type represents.
NeedsApproval	boolean	Indicates whether contracts of this type require an approval workflow.
IsDefault	boolean	Specifies whether this contract type is the system’s default option.
CreatedAt	datetime	Timestamp recording when the contract type was first created.
UpdatedAt	datetime	Timestamp showing the most recent update to the contract type.
BatchDate	datetime	Timestamp indicating when this contract type record was last ingested or updated.

FreshserviceDepartments

Stores organizational department information used across Freshservice for routing, ownership, visibility rules, and user association, helping structure service delivery and ticket workflows.

Name	Type	Description
ConfigID	integer	Identifier linking the department record to its configuration or ingestion context.
DepartmentID	integer	Unique identifier for the department within Freshservice.
Name	string	Human-readable name of the department.
Description	string	Additional details describing the department’s purpose or role.
HeadUserID	integer	Identifier of the department head or leader.
PrimeUserID	integer	Identifier of the primary user or main point of contact for the department.
Domains	string	List of email domains associated with the department.
Location	string	Physical or assigned location for the department.
WorkspaceID	integer	Identifier of the workspace the department belongs to.
CreatedAt	datetime	Timestamp indicating when the department record was created.
UpdatedAt	datetime	Timestamp showing the most recent update to the department record.
BatchDate	datetime	Timestamp indicating when this department record was last ingested or updated.
WorkspaceConfigID	integer	Configuration context identifier associated with the workspace.

FreshserviceGroups

Represents agent groups within Freshservice, defining escalation paths, assignment behaviors, operational settings, and ownership structures to support efficient service delivery and workflow routing.

Name	Type	Description
ConfigID	integer	Identifier linking the group record to its configuration or ingestion context.
GroupID	integer	Unique identifier for the group within Freshservice.
Name	string	Human-readable name of the group.
Description	string	Additional context describing the group’s purpose or function.
BusinessHoursID	integer	Identifier for the business hours schedule assigned to the group.
EscalateTo	integer	Identifier of the group or user to whom tickets should be escalated.
UnassignedFor	string	Duration after which unassigned tickets trigger escalation or action.
WorkspaceID	integer	Identifier of the workspace the group belongs to.
Restricted	boolean	Indicates whether group membership or ticket visibility is restricted.
ApprovalRequired	boolean	Specifies if the group requires approvals for certain workflows.
AutoTicketAssign	boolean	Indicates whether tickets are automatically assigned to group members.
CreatedAt	datetime	Timestamp when the group record was created.
UpdatedAt	datetime	Timestamp of the most recent update to the group record.
BatchDate	datetime	Timestamp indicating when the group record was last ingested or updated.
WorkspaceConfigID	integer	Configuration context identifier linked to the workspace.

FreshserviceLocations

Maintains detailed records of organizational physical or virtual locations, including address information, workspace associations, and hierarchical structure to support asset, ticket, and user assignment workflows.

Name	Type	Description
ConfigID	integer	Identifier linking the location record to its configuration or ingestion context.
LocationID	integer	Unique identifier for the location within Freshservice.
Name	string	Human-readable name assigned to the location.
Description	string	Additional details describing the location’s purpose, function, or context.
ParentLocationID	integer	Identifier for the parent location when part of a hierarchical structure.
PrimaryContactID	integer	Identifier for the main point of contact responsible for this location.
WorkspaceID	integer	Identifier of the workspace the location belongs to.
CreatedAt	datetime	Timestamp indicating when the location record was created.
UpdatedAt	datetime	Timestamp showing when the location record was last modified.
AddressLine1	string	First line of the physical street address.
AddressLine2	string	Second line of the street address, if applicable.
AddressCity	string	City portion of the location’s address.
AddressState	string	State, province, or region for the location’s address.
AddressCountry	string	Country associated with the location.
AddressZipcode	string	Postal or ZIP code for the location.
BatchDate	datetime	Timestamp indicating when this location record was last ingested or refreshed.
WorkspaceConfigID	integer	Configuration context identifier associated with the location’s workspace.

FreshserviceProblemNotes

Captures the communication history attached to problem tickets, including internal notes, notifications, authorship, and timestamps used for collaboration and auditing within IT service operations.

Name	Type	Description
ConfigID	integer	Identifier linking the problem note record to its configuration or ingestion context.
NoteID	integer	Unique identifier for the problem note within Freshservice.
ProblemID	integer	Identifier of the problem ticket that the note belongs to.
Body	string	Full rich-text or HTML content of the problem note.
BodyText	string	Plain-text version of the note body.
UserID	integer	Identifier of the user who created the note.
CreatedAt	datetime	Timestamp indicating when the note was created.
UpdatedAt	datetime	Timestamp marking the note’s most recent update.
Private	boolean	Indicates whether the note is private and restricted to agents.
ToEmails	string	List of recipients included in the `To` field for note notifications.
CcEmails	string	List of recipients included in the `Cc` field for note notifications.
BccEmails	string	List of recipients included in the `Bcc` field for note notifications.
WorkspaceID	integer	Identifier of the workspace where the related problem record resides.
BatchDate	datetime	Timestamp showing when the problem note record was last ingested or updated.

FreshserviceProblems

Centralizes information about recurring or underlying issues in the environment, enabling structured investigation, SLA tracking, ownership routing, and historical analysis for long-term service improvement.

Name	Type	Description
ConfigID	integer	Identifier linking the problem record to its configuration or ingestion context.
ProblemID	integer	Unique identifier for the problem within Freshservice.
DisplayID	integer	The user-facing problem ID shown in the Freshservice interface.
Subject	string	Short title summarizing the problem.
Description	string	Rich-text or HTML description outlining the problem details.
DescriptionText	string	Plain-text version of the problem description.
Status	string	Current status of the problem record (e.g., `open`, `in progress`, `closed`).
Priority	string	Assigned priority level for the problem (e.g., `low`, `medium`, `high`).
Impact	string	Assessment of how significantly the problem affects users or systems.
Category	string	High-level classification of the problem (e.g., `hardware`, `software`).
SubCategory	string	More specific breakdown under the main category.
ItemCategory	string	Category of the affected configuration item.

FreshserviceProblemTasks

Tracks operational work items linked to problem records, providing detailed task assignments, deadlines, and activity timestamps to support coordinated problem resolution and workflow management.

Name	Type	Description
ConfigID	integer	Identifier linking the problem task record to its configuration or ingestion context.
TaskID	integer	Unique identifier for the task associated with a problem.
ProblemID	integer	Identifier of the problem to which this task belongs.
AgentID	integer	Identifier of the agent assigned to complete the task.
Status	integer	Current task status (e.g., `open`, `in progress`, `completed`).
StatusName	string	Human-readable label describing the task status.
DueDate	datetime	The deadline by which the task must be completed.
NotifyBefore	integer	Amount of time before the due date when notifications should be sent.
Title	string	Short, descriptive name of the task.
Description	string	Detailed explanation of the task requirements.
CreatedAt	datetime	Timestamp indicating when the task was created.
UpdatedAt	datetime	Timestamp showing when the task record was last updated.
ClosedAt	datetime	Timestamp indicating when the task was marked as closed or completed.
GroupID	integer	Identifier of the group responsible for the task.
WorkspaceID	integer	Identifier of the workspace where the problem task resides.
BatchDate	datetime	Timestamp showing when the task record was last ingested or refreshed.

FreshserviceProblemTimeEntries

Logs detailed work duration records tied to problem tickets, enabling accurate tracking of effort, billing, and agent activity as part of the broader problem management process.

Name	Type	Description
ConfigID	integer	Identifier linking the time entry record to its configuration or ingestion context.
TimeEntryID	integer	Unique identifier for the time entry within Freshservice.
ProblemID	integer	Identifier of the problem record the time entry is associated with.
CreatedAt	datetime	Timestamp indicating when the time entry was created.
UpdatedAt	datetime	Timestamp showing when the time entry was last updated.
StartTime	datetime	Timestamp representing when work on the problem began for this entry.
TimerRunning	boolean	Indicates whether the work timer was running at the time of extraction.
Billable	boolean	Specifies whether the logged time is considered billable.
TimeSpent	string	Total time recorded for the entry, typically measured in minutes.
ExecutedAt	datetime	Timestamp marking when the time entry was executed or applied.
TaskID	integer	Identifier linking this time entry to a related task, if applicable.
WorkspaceID	integer	Identifier of the workspace where the time entry is stored.
Note	string	Additional comments or notes associated with the logged time.
AgentID	integer	Identifier of the agent who performed the work.
BatchDate	datetime	Timestamp indicating when this time entry was last ingested or refreshed.

FreshserviceProducts

Defines cataloged products used in asset management, capturing procurement details, lifecycle information, depreciation rules, and descriptive attributes to support consistent inventory tracking.

Name	Type	Description
ConfigID	integer	Identifier linking the product record to its configuration or ingestion context.
ProductID	integer	Unique identifier for the product within Freshservice.
Name	string	Human-readable name of the product.
AssetTypeID	integer	Identifier of the asset type associated with this product.
Manufacturer	string	Name of the company or vendor that manufactures the product.
Status	string	Current lifecycle state of the product (e.g., `active`, `inactive`).
ModeOfProcurement	string	Describes how the product was obtained (e.g., `purchased`, `leased`).
DepreciationTypeID	integer	Identifier representing the depreciation method associated with the product.
Description	string	Full rich-text or HTML description of the product.
DescriptionText	string	Plain-text version of the product description.
CreatedAt	datetime	Timestamp recording when the product record was created.
UpdatedAt	datetime	Timestamp showing the most recent update to the product record.
BatchDate	datetime	Timestamp indicating when the product record was last ingested or refreshed.

FreshservicePurchaseOrders

Captures key procurement information, tracking vendor details, financial data, delivery expectations, and workflow history to support structured purchasing and asset intake processes within Freshservice.

Name	Type	Description
ConfigID	integer	Identifier linking the purchase order record to its configuration or ingestion context.
PurchaseOrderID	integer	Unique identifier for the purchase order within Freshservice.
VendorID	integer	Identifier for the vendor associated with the purchase order.
Name	string	Human-readable name or title assigned to the purchase order.
PoNumber	string	The official purchase order number used for procurement tracking.
VendorDetails	string	Additional descriptive information about the vendor, such as contact or address details.
ExpectedDeliveryDate	datetime	Date on which ordered items are expected to be delivered.
CreatedAt	datetime	Timestamp indicating when the purchase order was created.
UpdatedAt	datetime	Timestamp showing the most recent update to the purchase order record.
CreatedBy	integer	Identifier for the user who created the purchase order.
Status	integer	Current lifecycle state of the purchase order (e.g., `draft`, `open`, `completed`, `canceled`).
ShippingAddress	string	The destination address where items should be delivered.

FreshserviceReleaseNotes

Stores commentary and documentation tied to release records, helping track communication, context, and changes made throughout the release management lifecycle.

Name	Type	Description
ConfigID	integer	Identifier linking the release note record to its configuration or ingestion context.
NoteID	integer	Unique identifier for the release note within Freshservice.
ReleaseID	integer	Identifier of the release to which this note belongs.
CreatedAt	datetime	Timestamp indicating when the release note was created.
UpdatedAt	datetime	Timestamp showing the most recent update to the release note.
Body	string	Full rich-text or HTML content of the release note.
BodyText	string	Plain-text version of the release note content.
UserID	integer	Identifier of the user who created the release note.
NotifyEmails	string	List of email recipients notified when the release note was added.
BatchDate	datetime	Timestamp indicating when the release note record was last ingested or refreshed.

FreshserviceReleases

Contains detailed records of release planning and execution, including timelines, ownership, categorization, and documentation, enabling organized tracking of changes deployed across the service environment.

Name	Type	Description
ConfigID	integer	Identifier linking the release record to its configuration or ingestion context.
ReleaseID	integer	Unique identifier for the release within Freshservice.
AgentID	integer	Identifier of the agent assigned to manage or coordinate the release.
GroupID	integer	Identifier of the agent group responsible for handling the release.
Priority	integer	Urgency level assigned to the release (e.g., `low`, `medium`, `high`).
Status	integer	Current lifecycle state of the release (e.g., `planned`, `in progress`, `completed`).
ReleaseType	integer	Classification of the release (e.g., `major`, `minor`, `emergency`).
Subject	string	Short title or summary of the release.
PlannedStartDate	datetime	Scheduled start date for implementing the release.
PlannedEndDate	datetime	Scheduled completion date for the release.
WorkStartDate	datetime	Timestamp marking when work on the release actually began.
WorkEndDate	datetime	Timestamp marking when release-related work was completed.

FreshserviceReleaseTasks

Tracks individual work items associated with release deployments, enabling structured task assignment, progress monitoring, and workflow coordination throughout the release lifecycle.

Name	Type	Description
ConfigID	integer	Identifier linking the release task record to its configuration or ingestion context.
TaskID	integer	Unique identifier for the release task within Freshservice.
ReleaseID	integer	Identifier of the release that this task belongs to.
AgentID	integer	Identifier of the agent assigned to execute the task.
Status	integer	Current task status (e.g., `open`, `in progress`, `completed`).
StatusName	string	Human-readable name describing the task status.
DueDate	datetime	The deadline by which the task must be completed.
NotifyBefore	integer	Time interval before the due date when reminders should be sent.
Title	string	Short descriptive title of the task.
Description	string	Detailed explanation of the work required for the task.
CreatedAt	datetime	Timestamp indicating when the task record was created.
UpdatedAt	datetime	Timestamp showing when the task was last updated.
ClosedAt	datetime	Timestamp marking when the task was completed or closed.
GroupID	integer	Identifier of the group responsible for the task.
WorkspaceID	integer	Identifier of the workspace the release task belongs to.
BatchDate	datetime	Timestamp indicating when the release task record was last ingested or refreshed.

FreshserviceReleaseTimeEntries

Logs granular time-tracking details linked to release processes, supporting accountability, effort tracking, and auditability within release management workflows.

Name	Type	Description
ConfigID	integer	Identifier linking the release time entry record to its configuration or ingestion context.
TimeEntryID	integer	Unique identifier for the time entry within Freshservice.
ReleaseID	integer	Identifier of the release to which this time entry belongs.
CreatedAt	datetime	Timestamp indicating when the time entry record was created.
UpdatedAt	datetime	Timestamp showing the most recent update to the time entry.
StartTime	datetime	Timestamp representing when work on the release began for this entry.
TimerRunning	boolean	Indicates whether a work timer was active for this entry at the time of extraction.
Billable	boolean	Specifies whether the recorded time is marked as billable.
TimeSpent	string	Total amount of time logged for this entry, typically measured in minutes.
ExecutedAt	datetime	Timestamp marking when the time entry was applied or executed.
TaskID	integer	Identifier of the task associated with this time entry, if applicable.
WorkspaceID	integer	Identifier of the workspace in which the release time entry resides.
Note	string	Additional comments or notes saved with the time entry.
AgentID	integer	Identifier of the agent who logged the time.
BatchDate	datetime	Timestamp recording when this time entry was last ingested or refreshed.

FreshserviceRequesterGroups

Defines collections of requesters grouped for organizational or workflow purposes, supporting routing, access management, visibility rules, and ticket assignment logic in Freshservice.

Name	Type	Description
ConfigID	integer	Identifier linking the requester group record to its configuration or ingestion context.
GroupID	integer	Unique identifier for the requester group within Freshservice.
Name	string	Human-readable name of the requester group.
Description	string	Additional details describing the purpose or structure of the requester group.
Type	string	Indicates the type of requester group (e.g., `static`, `dynamic`).
BatchDate	datetime	Timestamp indicating when the requester group record was last ingested or refreshed.

FreshserviceRequesters

Stores detailed profile and contact information for requesters, enabling identity management, ticket association, communication preferences, and visibility rules across the Freshservice platform.

Name	Type	Description
ConfigID	integer	Identifier linking the requester record to its configuration or ingestion context.
RequesterID	integer	Unique identifier for the requester within Freshservice.
IsAgent	boolean	Indicates whether the requester also has agent privileges.
FirstName	string	The requester’s first or given name.
LastName	string	The requester’s last or family name.
JobTitle	string	The requester’s job title or role within the organization.
PrimaryEmail	string	The requester’s main email address used for communication.
SecondaryEmails	string	Additional email addresses associated with the requester.
WorkPhoneNumber	string	Requester’s work phone number.
MobilePhoneNumber	string	Requester’s mobile or cell phone number.
CanSeeAllTicketsFromAssociatedDepartments	boolean	Indicates whether the requester can view tickets from related departments.
ReportingManagerID	integer	Identifier of the requester’s reporting manager.

FreshserviceRoles

Defines permission groups and access profiles used across Freshservice, controlling what users can view and perform within the service environment.

Name	Type	Description
ConfigID	integer	Identifier linking the role record to its configuration or ingestion context.
RoleID	integer	Unique identifier for the role within Freshservice.
Name	string	Human-readable name assigned to the role.
Description	string	Additional details describing the role’s purpose or level of access.
Default	boolean	Indicates whether this role is the system’s default role for new users.
CreatedAt	datetime	Timestamp showing when the role record was created.
UpdatedAt	datetime	Timestamp indicating when the role record was last modified.
RoleType	string	The classification of the role (e.g., `agent`, `requester`, `admin`).
BatchDate	datetime	Timestamp recording when the role record was last ingested or refreshed.

FreshserviceServiceItems

Represents catalog items available for request within Freshservice, defining visibility, fulfillment behavior, associated products, and configuration details that govern how each item operates within the service catalog.

Name	Type	Description
ConfigID	integer	Identifier linking the service item record to its configuration or ingestion context.
ServiceItemID	integer	Unique identifier for the service item within Freshservice.
CreatedAt	datetime	Timestamp indicating when the service item was created.
UpdatedAt	datetime	Timestamp showing when the service item was last updated.
Name	string	Human-readable name of the service item.
DeliveryTime	integer	Expected delivery or fulfillment time for the item (e.g., in hours or days).
DisplayID	integer	User-visible identifier used in the service catalog interface.
CategoryID	integer	Identifier referencing the category the service item belongs to.
ProductID	integer	Identifier for the related product, if the item is tied to a product record.
Quantity	integer	Default or required quantity for the service item.
Deleted	boolean	Indicates whether the service item has been deleted from the catalog.
IconName	string	Name of the icon assigned to represent the item visually.

FreshserviceSLAPolicies

Defines the service level agreements governing ticket response and resolution expectations, including applicability rules, ordering priority, and policy metadata used across Freshservice’s service management workflows.

Name	Type	Description
ConfigID	integer	Identifier linking the SLA policy record to its configuration or ingestion context.
SLAPolicyID	integer	Unique identifier for the SLA policy within Freshservice.
WorkspaceID	integer	Identifier of the workspace the SLA policy applies to.
Name	string	Human-readable name of the SLA policy.
Position	integer	Ordering index used to determine SLA evaluation precedence.
IsDefault	boolean	Indicates whether this is the system’s default SLA policy.
Active	boolean	Specifies whether the SLA policy is currently active.
Deleted	boolean	Indicates whether the SLA policy has been deleted or deactivated.
Description	string	Additional information describing the purpose or scope of the SLA policy.
CreatedAt	datetime	Timestamp indicating when the SLA policy was created.
UpdatedAt	datetime	Timestamp marking the most recent update to the SLA policy.
ApplicableToCategory	string	Category values the policy applies to (e.g., `Hardware`, `Software`).
ApplicableToSubCategory	string	Sub-category filters used to determine SLA applicability.
ApplicableToItemCategory	string	Item category specifications that further define SLA matching.
TicketTypes	string	Ticket types the SLA applies to (e.g., `Incident`, `Service Request`).
Sources	string	Ticket sources that qualify for this SLA policy.
ServiceCategories	string	Service categories used in SLA matching.
WorkspaceConfigID	integer	Configuration context identifier associated with the workspace.
BatchDate	datetime	Timestamp indicating when the SLA policy record was last ingested or refreshed.

FreshserviceSLAPolicyEscalations

Defines the escalation rules tied to SLA response and resolution requirements, specifying timing, escalation tiers, and who gets notified when service expectations are at risk.

Name	Type	Description
ConfigID	integer	Identifier linking the SLA escalation record to its configuration or ingestion context.
EscalationID	integer	Unique identifier for the escalation rule within the SLA policy.
SLAPolicyID	integer	Identifier of the SLA policy this escalation belongs to.
ResponseLevel	string	The response-time escalation tier (e.g., `Level 1`, `Level 2`).
ResponseEscalationWhen	string	Condition under which a response escalation is triggered (e.g., before or after SLA breach).
ResponseEscalationTime	integer	Amount of time before the response is escalated (e.g., minutes or hours).
ResponseAgentIDs	string	List of agent IDs designated to receive response-time escalation alerts.
ResponseGroupIDs	string	List of group IDs that should be alerted for response escalations.
ResolutionLevel	string	The resolution-time escalation tier.
ResolutionEscalationWhen	string	Condition under which a resolution escalation occurs.
ResolutionEscalationTime	integer	Amount of time before the resolution escalation is triggered.
ResolutionAgentIDs	string	List of agent IDs responsible for receiving resolution escalation notifications.
ResolutionGroupIDs	string	List of group IDs that will be notified for resolution escalations.
BatchDate	datetime	Timestamp indicating when the escalation record was last ingested or updated.

FreshserviceSLATargets

Defines the response and resolution timelines associated with SLA priority levels, forming the core metrics used to track service performance and compliance.

Name	Type	Description
ConfigID	integer	Identifier linking the SLA target record to its configuration or ingestion context.
SLATargetID	integer	Unique identifier for the SLA target within Freshservice.
SLAPolicyID	integer	Identifier of the SLA policy this target belongs to.
Priority	integer	Ticket priority level this target applies to (e.g., `Low`, `Medium`, `High`, `Urgent`).
EscalationEnabled	boolean	Indicates whether escalations are allowed for this SLA target.
RespondWithin	integer	Time threshold for first response, usually measured in minutes or hours.
ResolveWithin	integer	Time threshold for resolving the ticket.
BusinessHours	boolean	Indicates whether SLA timings follow business hours or 24x7 rules.
BatchDate	datetime	Timestamp showing when this SLA target record was last ingested or refreshed.

FreshserviceSoftwareInstallations

Tracks details of software deployed across devices, capturing version info, installation location, ownership context, and historical timestamps to support compliance, auditing, and asset management workflows.

Name	Type	Description
ConfigID	integer	Identifier linking the software installation record to its configuration or ingestion context.
SoftwareInstallationID	integer	Unique identifier for the software installation entry within Freshservice.
InstallationPath	string	File system path where the software is installed on the machine.
Version	string	Version number of the installed software (e.g., `3.2.1`).
InstallationMachineID	integer	Identifier of the machine or asset where the software is installed.
UserID	integer	Identifier of the user associated with the installation.
DepartmentID	integer	Identifier for the department connected to the installation or user.
InstallationDate	datetime	Date when the software installation occurred.
CreatedAt	datetime	Timestamp indicating when the installation record was created.
UpdatedAt	datetime	Timestamp showing when the record was last updated.
SoftwareID	integer	Identifier referencing the software product in the Freshservice catalog.
BatchDate	datetime	Timestamp indicating when the record was last ingested or refreshed.

FreshserviceSoftwares

Stores key details about software applications tracked in Freshservice, including usage metrics, publisher data, lifecycle status, and administrative ownership to support asset and software management processes.

Name	Type	Description
ConfigID	integer	Identifier linking the software record to its configuration or ingestion context.
SoftwareID	integer	Unique identifier for the software entry within Freshservice.
UserCount	integer	Number of users associated with or assigned to this software.
InstallationCount	integer	Total number of installations detected or recorded for the software.
CreatedAt	datetime	Timestamp indicating when the software record was first created.
UpdatedAt	datetime	Timestamp showing the most recent update to the software entry.
Name	string	Human-readable name of the software application.
PublisherID	integer	Identifier for the software’s publisher or vendor.
Description	string	Full descriptive text providing details about the software.
Notes	string	Additional comments or internal notes related to the software.
ApplicationType	string	Classification of the application (e.g., `desktop`, `web`, `mobile`).
Status	string	Current state of the software record (e.g., `active`, `deprecated`).
ManagedByID	integer	Identifier of the agent or user responsible for managing the software.
Category	string	Category or classification assigned to the software (e.g., `Security`, `Office Tools`).
Source	string	Origin of the software record, indicating where it was created or synced from.
WorkspaceID	integer	Identifier of the workspace the software belongs to.
BatchDate	datetime	Timestamp noting when this software record was last ingested or refreshed.

FreshserviceSoftwareUsers

Tracks user-level software assignments, license usage, and activity timestamps to support compliance, usage analytics, and license optimization across the organization.

Name	Type	Description
ConfigID	integer	Identifier linking the software-user record to its configuration or ingestion context.
SoftwareUserID	integer	Unique identifier for the software-user association entry.
UserID	integer	Identifier of the user assigned or linked to the software.
LicenseID	integer	Identifier of the license allocated to the user, if applicable.
AllocatedDate	datetime	Date when the software license or assignment was allocated to the user.
FirstUsed	datetime	Timestamp representing the first time the user launched or utilized the software.
LastUsed	datetime	Timestamp marking the most recent usage of the software by the user.
Source	string	Origin or method by which the software-user association was detected or recorded.
CreatedAt	datetime	Timestamp indicating when the software-user entry was created.
UpdatedAt	datetime	Timestamp showing the latest update to the software-user record.
SoftwareID	integer	Identifier referencing the associated software product.
BatchDate	datetime	Timestamp indicating when this software-user record was last ingested or refreshed.

FreshserviceSolutionArticles

Stores key knowledge base content, including descriptive text, categorization details, publication status, and usage metrics used to support self-service and agent knowledge workflows in Freshservice.

Name	Type	Description
ConfigID	integer	Identifier linking the solution article record to its configuration or ingestion context.
ArticleID	integer	Unique identifier for the solution article within Freshservice.
Description	string	Full rich-text or HTML content of the article body.
CreatedAt	datetime	Timestamp indicating when the article was created.
UpdatedAt	datetime	Timestamp showing the most recent update to the article.
Title	string	Human-readable title of the article.
Status	string	Publication status of the article (e.g., `draft`, `published`).
ApprovalStatus	integer	Indicates whether the article has been approved for publishing.
Position	integer	Ordering index used to position the article within its folder.
FolderID	integer	Identifier of the solution folder containing the article.
CategoryID	integer	Identifier of the solution category the article belongs to.
ThumbsUp	integer	Number of positive user ratings received.

FreshserviceSolutionCategories

Defines the organizational structure for knowledge base content by grouping solution articles into logical categories to improve navigation, search relevance, and content management.

Name	Type	Description
ConfigID	integer	Identifier linking the solution category record to its configuration or ingestion context.
CategoryID	integer	Unique identifier for the solution category within Freshservice.
Name	string	Human-readable name of the solution category.
Description	string	Additional details describing the nature or purpose of the category.
CreatedAt	datetime	Timestamp indicating when the category record was created.
UpdatedAt	datetime	Timestamp marking the latest update to the category.
DefaultCategory	boolean	Indicates whether this category is marked as the default.
Position	integer	Order index determining how the category is arranged or displayed.
VisibleInPortals	string	Specifies whether the category is visible in user-facing portals.
WorkspaceID	integer	Identifier of the workspace the category belongs to.
BatchDate	datetime	Timestamp showing when the category record was last ingested or refreshed.

FreshserviceSolutionFolders

Organizes knowledge base articles into structured folders within categories, helping manage content hierarchy, visibility rules, and approval workflows across Freshservice’s solution repository.

Name	Type	Description
ConfigID	integer	Identifier linking the solution folder record to its configuration or ingestion context.
FolderID	integer	Unique identifier for the solution folder within Freshservice.
Name	string	Human-readable name assigned to the folder.
Description	string	Additional information describing the folder’s purpose or contents.
CreatedAt	datetime	Timestamp recording when the folder record was created.
UpdatedAt	datetime	Timestamp indicating the most recent update to the folder.
CategoryID	integer	Identifier of the solution category this folder belongs to.
Position	integer	Ordering index used to determine how the folder is displayed within its category.
Visibility	string	Specifies who can view the folder (e.g., `agents`, `public`, `restricted`).
ApprovalSettings	string	Defines approval requirements or workflows for publishing items in the folder.
WorkspaceID	integer	Identifier of the workspace that owns this solution folder.
BatchDate	datetime	Timestamp showing when the folder record was last ingested or refreshed.

FreshserviceTicketConversations

Stores all communication threads related to a ticket, including public replies, private notes, email metadata, and message content, enabling complete visibility into ticket history and collaboration.

Name	Type	Description
ConfigID	integer	Identifier linking the conversation record to its configuration or ingestion context.
ConversationID	integer	Unique identifier for the ticket conversation within Freshservice.
TicketID	integer	Identifier of the ticket this conversation belongs to.
Body	string	Full rich-text or HTML content of the conversation message.
BodyText	string	Plain-text version of the conversation body.
Incoming	boolean	Indicates whether the conversation was submitted by a requester rather than an agent.
Private	boolean	Determines whether the message is private and visible only to agents.
CreatedAt	datetime	Timestamp marking when the conversation entry was created.
UpdatedAt	datetime	Timestamp showing when the conversation entry was last updated.
UserID	integer	Identifier of the user or agent who authored the message.
ToEmails	string	List of email recipients specified in the `To` field.
FromEmail	string	Email address from which the conversation message originated.
CcEmails	string	Recipients included in the `Cc` (carbon copy) field.
BccEmails	string	Recipients included in the `Bcc` (blind carbon copy) field.
Attachments	string	Attachment metadata or file references associated with the conversation.
BatchDate	datetime	Timestamp indicating the last time this conversation record was ingested or refreshed.

FreshserviceTickets

Acts as the central record for all service desk activity, capturing request details, metadata, ownership information, timestamps, classifications, and SLA timelines to support full lifecycle ticket management.

Name	Type	Description
ConfigID	integer	Identifier linking the ticket record to its configuration or ingestion context.
TicketID	integer	Unique identifier for the ticket within Freshservice.
CcEmails	string	List of email addresses included in the `Cc` field for the ticket.
FwdEmails	string	Email addresses to which the ticket was forwarded.
ReplyCcEmails	string	Email addresses added to `Cc` during replies.
FrEscalated	boolean	Indicates whether the ticket was escalated due to First Response SLA breach.
Spam	boolean	Marks whether the ticket has been flagged as spam.
EmailConfigID	integer	Identifier representing the email configuration that received or sent the ticket message.
GroupID	integer	Identifier of the agent group assigned to the ticket.
Priority	integer	Numeric or coded value representing the ticket priority.
PriorityName	string	Human-readable name for the priority (e.g., `Low`, `Medium`, `High`, `Urgent`).
RequesterID	integer	Identifier of the requester who created the ticket.

FreshserviceTicketTasks

Tracks granular task-level work associated with tickets, helping manage responsibilities, deadlines, ownership, and workflow progress throughout ticket resolution.

Name	Type	Description
ConfigID	integer	Identifier linking the ticket task record to its configuration or ingestion context.
TaskID	integer	Unique identifier for the task associated with a ticket.
TicketID	integer	Identifier of the ticket that this task belongs to.
AgentID	integer	Identifier of the agent assigned to complete the task.
Status	integer	Current task status (e.g., `open`, `in progress`, `completed`).
StatusName	string	Human-readable label for the task’s status.
DueDate	datetime	The deadline by which the task must be completed.
NotifyBefore	integer	Amount of time before the due date when reminders should be sent.
Title	string	Concise, descriptive title of the task.
Description	string	Detailed explanation of what the task involves.
CreatedAt	datetime	Timestamp recording when the task was created.
UpdatedAt	datetime	Timestamp indicating when the task was last updated.
ClosedAt	datetime	Timestamp showing when the task was completed or closed.
GroupID	integer	Identifier of the agent group responsible for the task.
WorkspaceID	integer	Identifier of the workspace that owns the task.
BatchDate	datetime	Timestamp showing when the task record was last ingested or refreshed.

FreshserviceTicketTimeEntries

Logs detailed time-tracking information for ticket activities, supporting accurate reporting, billing, SLA validation, and operational analysis across service workflows.

Name	Type	Description
ConfigID	integer	Identifier linking the ticket time entry record to its configuration or ingestion context.
TimeEntryID	integer	Unique identifier for the time entry associated with a ticket.
TicketID	integer	Identifier of the ticket this time entry is logged against.
CreatedAt	datetime	Timestamp indicating when the time entry record was created.
UpdatedAt	datetime	Timestamp showing when the time entry was last updated.
StartTime	datetime	Timestamp marking when work began for this specific time entry.
TimerRunning	boolean	Indicates whether the timer was actively running at the time of extraction.
Billable	boolean	Specifies whether the time logged is considered billable.
TimeSpent	string	The total amount of time recorded, typically in minutes.
ExecutedAt	datetime	Timestamp recording when the time entry was applied or processed.
TaskID	integer	Identifier of the task linked to this time entry, if applicable.
WorkspaceID	integer	Identifier of the workspace that owns the time entry.
Note	string	Additional explanatory comments recorded with the time entry.
AgentID	integer	Identifier of the agent who performed the work and logged the time.
BatchDate	datetime	Timestamp showing when the record was last ingested or refreshed.

FreshserviceVendors

Maintains vendor and supplier profiles used throughout Freshservice for procurement, vendor management, asset sourcing, and contract relationships.

Name	Type	Description
ConfigID	integer	Identifier linking the vendor record to its configuration or ingestion context.
VendorID	integer	Unique identifier for the vendor within Freshservice.
Name	string	Human-readable name of the vendor or supplier.
Description	string	Additional information that describes the vendor’s role, services, or background.
PrimaryContactID	integer	Identifier for the vendor’s main point of contact.
AddressLine1	string	First line of the vendor’s physical address.
City	string	City portion of the vendor’s address.
State	string	State, region, or province associated with the vendor address.
Country	string	Country where the vendor is located.
ZipCode	string	Postal or ZIP code for the vendor’s address.
CreatedAt	datetime	Timestamp indicating when the vendor record was initially created.
UpdatedAt	datetime	Timestamp marking the most recent update to the vendor record.
BatchDate	datetime	Timestamp showing when this vendor record was last ingested or refreshed.

FreshserviceWorkspaces

Houses metadata about organizational workspaces, enabling separation of processes, configurations, and resources across different functional areas within Freshservice.

Name	Type	Description
ConfigID	integer	Identifier linking the workspace record to its configuration or ingestion context.
WorkspaceID	integer	Unique identifier for the workspace within Freshservice.
CreatedAt	datetime	Timestamp indicating when the workspace record was created.
Description	string	Text describing the purpose, scope, or function of the workspace.
Name	string	Human-readable name assigned to the workspace.
Primary	boolean	Indicates whether this workspace is designated as the primary or default one.
Restricted	boolean	Specifies whether access to the workspace is restricted to certain users or roles.
State	string	Status of the workspace (e.g., `active`, `archived`).
TemplateName	string	Name of the template used to create or configure the workspace.
Type	string	Classification of the workspace (e.g., `IT`, `HR`, `Projects`).
UpdatedAt	datetime	Timestamp showing the last time the workspace record was updated.
BatchDate	datetime	Timestamp indicating when this workspace record was last ingested or refreshed.