Freshservice

The Freshservice connector allows you to retrieve your Freshservice CMDB inventory (assets, hardware characteristics, users, and locations) directly into OverView.

Objective

The Freshservice connector retrieves the following information:

• CMDB asset inventory (workstations, servers, VMs, network equipment, mobile devices, printers)
• Hardware characteristics (serial number, maker, model, processor, memory, disk space)
• Network information (hostname, domain, IP address, MAC address)
• Operating system and version
• Users assigned to assets (requesters and agents: first name, last name, email, job title)
• Locations (site, address, city, country, zip code)
• Metadata: department, group, asset tag, asset state, criticity (derived from impact)

Prerequisites

• A Freshservice account with a role granting read access to the CMDB and to users
• The API key of that account
• Network connectivity from OverView to your Freshservice instance (https://<your-domain>.freshservice.com)

Information to provide in OverView

Procedure

Step 1 — Create a service account (recommended)

1. Log in to your Freshservice instance with an administrator account.
2. Go to Admin > User Management > Agents.
3. Create an agent dedicated to the integration (for example OverView Connector).
4. Assign it a read-only role covering assets, users, and reference objects (see Required Permissions).

Step 2 — Retrieve the API key

1. Log in with the service account created in the previous step.
2. Click your avatar in the top-right corner, then Profile settings.
3. In the right-hand panel, under Your API Key, click View API Key and copy the key.

The API key is bound to the logged-in agent and inherits its permissions. If the account is deactivated or its role changes, the import will fail or return incomplete data.

Step 3 — Configure the connector in OverView

1. In OverView, go to Data Sources Settings > Sources.
2. Select Freshservice and click Configure.
3. Fill in the fields:
   • Domain: your subdomain, without .freshservice.com (e.g., acme)
   • API Key: the key copied in step 2
   • API URL: only fill this in if your instance uses a custom API URL
4. Click Save Configuration.

Required Permissions

The account associated with the API key must have read access to the following API v2 endpoints:

Official Documentation

For additional information, refer to the Freshservice API v2 documentation.