Freshservice connector

Set up the Freshservice connector in Kaivo: authentication, configuration, the 14 BigQuery tables it syncs, and answers to common questions.

Written By Lauri Raivio

Last updated 16 days ago

Kaivo is a fully managed data platform that syncs your Freshservice data into a Google BigQuery warehouse and keeps it up to date automatically. There is no pipeline to build and no infrastructure to run, so you can spend your time analysing your customer support data instead of moving it.

What is the Freshservice connector

Sync your Freshservice tickets, agents, and assets into BigQuery with Kaivo to analyse IT service performance alongside the rest of your data.

Category	Customer Service
Authentication	API key
Setup	Self-service

Getting started with the Freshservice connector

Sign up for Kaivo and create a workspace.
Connect your Freshservice account.
Choose which tables to sync.
Wait for the initial sync to finish.
Query your data in BigQuery or your favourite AI or BI tool.

Authenticating Freshservice

Authenticate with your API Key.

Field	Description
API Key	Freshservice API Key. See here. The key is case sensitive.

Configuring the Freshservice connector

When you set up the connector, you provide:

Field	Description
Domain Name	The name of your Freshservice domain. Note that the API only works via Freshservice domains of the form "*.freshservice.com" and not via custom CNAMEs.
Start Date	Any data before this date will not be fetched.

Tables and columns synced from Freshservice

Kaivo syncs 14 tables from Freshservice into a dedicated dataset in your BigQuery warehouse. Click any table to see its columns and types.

agents (38 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`active`	`BOOL`	Indicates if the agent is currently active or not
`address`	`STRING`	The physical address of the agent
`auto_assign_status_changed_at`	`STRING`	Timestamp for when auto assign status was last changed
`auto_assign_tickets`	`BOOL`	Flag to enable/disable auto-assigning of tickets to the agent
`background_information`	`STRING`	Additional background information about the agent
`can_see_all_tickets_from_associated_departments`	`BOOL`	Flag to allow viewing of tickets from associated departments
`change_scope`	`STRING`	Scope of changes the agent is allowed to make
`created_at`	`STRING`	Timestamp for when the agent was created
`email`	`STRING`	Email address of the agent
`external_id`	`STRING`	External identifier for the agent
`first_name`	`STRING`	First name of the agent
`has_logged_in`	`BOOL`	Indicates if the agent has logged into the system
`id`	`INT64`	Unique identifier for the agent
`job_title`	`STRING`	Job title of the agent
`language`	`STRING`	Preferred language of communication for the agent
`last_active_at`	`STRING`	Timestamp for when the agent was last active
`last_login_at`	`STRING`	Timestamp for when the agent last logged in
`last_name`	`STRING`	Last name of the agent
`location_id`	`INT64`	ID of the location where the agent is based
`location_name`	`STRING`	Name of the location where the agent is based
`mobile_phone_number`	`STRING`	Mobile phone number of the agent
`occasional`	`BOOL`	Indicates if the agent is an occasional user
`problem_scope`	`STRING`	Scope of problems the agent is allowed to work on
`release_scope`	`STRING`	Scope of releases the agent is involved in
`reporting_manager_id`	`INT64`	ID of the reporting manager for the agent
`scoreboard_level_id`	`INT64`	ID of the scoreboard level for the agent
`scoreboard_points`	`INT64`	Scoreboard points earned by the agent
`signature`	`STRING`	Email signature of the agent
`ticket_scope`	`STRING`	Scope of tickets the agent is allowed to access
`time_format`	`STRING`	Preferred time format for the agent
`time_zone`	`STRING`	Preferred time zone for the agent
`updated_at`	`STRING`	Timestamp for when the agent was last updated
`vip_user`	`BOOL`	Indicates if the agent is a VIP user
`work_phone_number`	`STRING`	Work phone number of the agent
`work_schedule_id`	`INT64`	ID of the work schedule assigned to the agent
`workspace_id`	`INT64`	ID of the primary workspace for the agent
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: agents__department_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: agents__department_names

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: agents__group_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: agents__member_of

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: agents__member_of_pending_approval

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: agents__observer_of

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: agents__observer_of_pending_approval

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: agents__role_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: agents__roles

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: agents__workspace_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: agents__workspace_info

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`	Workspace details
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

assets (21 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`agent_id`	`INT64`	Unique identifier for the agent associated with the asset.
`asset_tag`	`STRING`	Identification tag assigned to the asset.
`asset_type_id`	`INT64`	Identifier for the type of asset.
`assigned_on`	`STRING`	Date when the asset was assigned.
`author_type`	`STRING`	Type of author responsible for the asset.
`created_at`	`STRING`	Date and time when the asset record was created.
`department_id`	`INT64`	Identifier for the department where the asset is assigned.
`description`	`STRING`	Description providing additional details about the asset.
`discovery_enabled`	`BOOL`	Flag indicating if asset discovery is enabled.
`display_id`	`INT64`	Identifier used to display the asset.
`end_of_life`	`STRING`	Date when the asset is expected to reach its end of life.
`group_id`	`INT64`	Identifier for the group to which the asset belongs.
`id`	`INT64`	Unique identifier for the asset.
`impact`	`STRING`	Measure of impact of the asset on operations.
`location_id`	`INT64`	Identifier for the location where the asset is located.
`name`	`STRING`	Name or title of the asset.
`updated_at`	`STRING`	Date and time when the asset record was last updated.
`usage_type`	`STRING`	Type of usage or purpose of the asset.
`user_id`	`INT64`	Identifier for the user assigned to the asset.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

changes (26 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`agent_id`	`INT64`	ID of the agent responsible for the change
`approval_status`	`INT64`	Approval status of the change request
`category`	`STRING`	Category under which the change falls
`change_type`	`INT64`	Type of change being requested
`change_window_id`	`INT64`	ID of the change window
`created_at`	`TIMESTAMP`	Timestamp when the change was created
`department_id`	`INT64`	ID of the department associated with the change
`description`	`STRING`	Detailed description of the change
`description_text`	`STRING`	Textual description of the change
`group_id`	`INT64`	ID of the group handling the change
`id`	`INT64`	Unique identifier for the change
`impact`	`INT64`	Impact level of the change
`item_category`	`STRING`	Category of the item related to the change
`planned_effort`	`STRING`	Effort planned for the change
`planned_end_date`	`STRING`	Planned end date for the change
`planned_start_date`	`STRING`	Planned start date for the change
`priority`	`INT64`	Priority level of the change
`requester_id`	`INT64`	ID of the requester initiating the change
`risk`	`INT64`	Risk level associated with the change
`status`	`INT64`	Current status of the change
`sub_category`	`STRING`	Sub-category under which the change falls
`subject`	`STRING`	Subject or title of the change
`updated_at`	`TIMESTAMP`	Timestamp when the change was last updated
`workspace_id`	`INT64`	ID of the workspace in which the change resides
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: changes__assets

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`	List of assets associated with the change
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: changes__attachments

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`	List of attachments related to the change
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: changes__impacted_services

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

locations (17 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`address__city`	`STRING`	City of the location
`address__country`	`STRING`	Country of the location
`address__line1`	`STRING`	First line of the address
`address__line2`	`STRING`	Second line of the address
`address__state`	`STRING`	State of the location
`address__zipcode`	`STRING`	Zip code of the location
`contact_name`	`STRING`	Name of the primary contact person
`created_at`	`STRING`	Timestamp when the location was created
`email`	`STRING`	Email address associated with the location
`id`	`INT64`	Unique identifier for the location
`name`	`STRING`	Name of the location
`parent_location_id`	`INT64`	Identifier of the parent location (if applicable)
`phone`	`STRING`	Phone number of the location
`primary_contact_id`	`INT64`	Identifier of the primary contact person
`updated_at`	`STRING`	Timestamp when the location was last updated
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

problems (25 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`agent_id`	`INT64`	The unique identifier of the agent assigned to the problem
`associated_change`	`INT64`	The ID of the change request associated with the problem
`category`	`STRING`	The category under which the problem falls
`created_at`	`TIMESTAMP`	The date and time at which the problem was created
`department_id`	`INT64`	The ID of the department associated with the problem
`description`	`STRING`	Detailed description of the problem
`description_text`	`STRING`	Textual description of the problem
`due_by`	`STRING`	The due date by which the problem needs to be resolved
`group_id`	`INT64`	The ID of the group handling the problem
`id`	`INT64`	The unique identifier of the problem
`impact`	`INT64`	The level of impact the problem has on operations
`item_category`	`STRING`	The category of the item associated with the problem
`known_error`	`BOOL`	Indicates if the problem is a known error
`planned_effort`	`STRING`	The planned effort required to resolve the problem
`planned_end_date`	`TIMESTAMP`	The planned end date for resolving the problem
`planned_start_date`	`TIMESTAMP`	The planned start date for resolving the problem
`priority`	`INT64`	The priority level assigned to the problem
`requester_id`	`INT64`	The ID of the user who reported the problem
`status`	`INT64`	The current status of the problem
`sub_category`	`STRING`	The sub-category under which the problem falls
`subject`	`STRING`	The subject or title of the problem
`updated_at`	`TIMESTAMP`	The date and time at which the problem was last updated
`workspace_id`	`INT64`	The ID of the workspace to which the problem belongs
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: problems__assets

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`	Details of assets associated with the problem
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: problems__attachments

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`	List of attachments related to the problem
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

products (13 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`asset_type_id`	`INT64`	Unique identifier for the type of asset associated with the product.
`created_at`	`STRING`	Timestamp indicating when the product was created.
`depreciation_type_id`	`INT64`	Unique identifier for the type of depreciation method used for the product.
`description`	`STRING`	Brief overview or summary of the product.
`description_text`	`STRING`	Detailed text describing the product.
`id`	`INT64`	Unique identifier for the product.
`manufacturer`	`STRING`	Name of the manufacturer of the product.
`mode_of_procurement`	`STRING`	Method through which the product was procured.
`name`	`STRING`	Name or title of the product.
`status`	`STRING`	Current status of the product.
`updated_at`	`STRING`	Timestamp indicating when the product was last updated.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

purchase_orders (23 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`billing_address`	`STRING`	The address used for billing purposes
`billing_same_as_shipping`	`INT64`	Indicates whether the billing address is the same as the shipping address
`conversion_rate`	`FLOAT64`	The currency conversion rate used for the purchase order
`created_at`	`STRING`	The date and time when the purchase order was created
`created_by`	`INT64`	The user who created the purchase order
`currency_code`	`STRING`	The currency code used for the purchase order
`department_id`	`INT64`	The ID of the department associated with the purchase order
`discount_percentage`	`INT64`	The discount percentage applied to the total cost
`expected_delivery_date`	`STRING`	The expected delivery date for the purchase order
`id`	`INT64`	The unique identifier for the purchase order
`name`	`STRING`	The name or title for the purchase order
`po_number`	`STRING`	The purchase order number for identification
`shipping_address`	`STRING`	The address where the items will be shipped
`shipping_cost`	`INT64`	The cost associated with shipping the items
`status`	`INT64`	The current status of the purchase order
`tax_percentage`	`INT64`	The tax percentage applied to the total cost
`total_cost`	`FLOAT64`	The total cost of the purchase order including taxes and discounts
`updated_at`	`STRING`	The date and time when the purchase order was last updated
`vendor_details`	`STRING`	Details about the vendor supplying the items
`vendor_id`	`INT64`	The ID of the vendor associated with the purchase order
`workspace_id`	`INT64`	The ID of the workspace in which the purchase order was created
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: purchase_orders__purchase_items

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

releases (20 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`agent_id`	`INT64`	The unique identifier of the agent associated with the release.
`category`	`STRING`	Category of the release.
`created_at`	`STRING`	Timestamp indicating when the release was created.
`department_id`	`INT64`	ID of the department associated with the release.
`description`	`STRING`	Description of the release.
`group_id`	`INT64`	ID of the group associated with the release.
`id`	`INT64`	Unique identifier of the release.
`item_category`	`STRING`	Category of the item associated with the release.
`planned_end_date`	`STRING`	Planned end date of the release.
`planned_start_date`	`STRING`	Planned start date of the release.
`priority`	`INT64`	Priority level of the release.
`release_type`	`INT64`	Type of release (e.g., major, minor, patch).
`status`	`INT64`	Status of the release (e.g., planned, in progress, completed).
`sub_category`	`STRING`	Sub-category of the release.
`subject`	`STRING`	Subject or title of the release.
`updated_at`	`STRING`	Timestamp indicating when the release was last updated.
`work_end_date`	`STRING`	Actual end date of the release work.
`work_start_date`	`STRING`	Actual start date of the release work.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: releases__associated_assets

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: releases__associated_changes

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

requested_items (14 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`cost_per_request`	`FLOAT64`	The cost associated with fulfilling the request.
`created_at`	`STRING`	The timestamp when the request was created.
`delivery_time`	`FLOAT64`	The estimated delivery time for the requested item.
`id`	`INT64`	The unique identifier for the requested item.
`is_parent`	`BOOL`	Indicates whether the requested item is a parent item.
`loaned`	`BOOL`	Whether the item has been loaned out.
`quantity`	`INT64`	The quantity of the requested item.
`remarks`	`STRING`	Any additional remarks or notes.
`service_item_id`	`INT64`	The ID of the service item being requested.
`service_item_name`	`STRING`	The name of the service item being requested.
`stage`	`INT64`	The current stage of the request item.
`updated_at`	`STRING`	The timestamp when the request item was last updated.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

requesters (27 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`active`	`BOOL`	Indicates if the requester is currently active or not in the system.
`address`	`STRING`	Requester's physical address.
`background_information`	`STRING`	Additional background information about the requester.
`can_see_all_changes_from_associated_departments`	`BOOL`	Boolean value for whether the requester can see changes from associated departments.
`can_see_all_tickets_from_associated_departments`	`BOOL`	Boolean value for whether the requester can see tickets from associated departments.
`created_at`	`STRING`	Date and time when the requester record was created.
`external_id`	`STRING`	External identifier for the requester, if applicable.
`first_name`	`STRING`	First name of the requester.
`has_logged_in`	`BOOL`	Indicates if the requester has logged into the system.
`id`	`INT64`	Unique identifier for the requester.
`is_agent`	`BOOL`	Boolean value indicating if the requester is also an agent.
`job_title`	`STRING`	Job title of the requester.
`language`	`STRING`	Language preference of the requester.
`last_name`	`STRING`	Last name of the requester.
`location_id`	`INT64`	ID of the location associated with the requester.
`location_name`	`STRING`	Name of the location associated with the requester.
`mobile_phone_number`	`STRING`	Mobile phone number of the requester.
`primary_email`	`STRING`	Primary email address of the requester.
`reporting_manager_id`	`INT64`	ID of the reporting manager for the requester.
`time_format`	`STRING`	Preferred time format for the requester.
`time_zone`	`STRING`	Time zone preference for the requester.
`updated_at`	`STRING`	Date and time when the requester record was last updated.
`vip_user`	`BOOL`	Indicates if the requester is a VIP user.
`work_phone_number`	`STRING`	Work phone number of the requester.
`work_schedule_id`	`INT64`	ID of the work schedule assigned to the requester.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: requesters__department_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: requesters__department_names

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: requesters__secondary_emails

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

satisfaction_survey_responses (8 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`created_at`	`STRING`	The timestamp when the survey response was created.
`id`	`INT64`	The unique identifier for the survey response.
`overall_rating`	`INT64`	The overall numeric rating given by the respondent.
`overall_rating_text`	`STRING`	The text representation of the overall rating.
`primary_question`	`STRING`	The main question being asked in the survey.
`updated_at`	`STRING`	The timestamp when the survey response was last updated.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

software (16 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`application_type`	`STRING`	Type of application the software belongs to.
`category`	`STRING`	Category of the software.
`created_at`	`STRING`	Timestamp for when the software was created.
`description`	`STRING`	Brief description or overview of the software.
`id`	`INT64`	Unique identifier for the software.
`installation_count`	`INT64`	Number of installations of the software.
`managed_by_id`	`INT64`	Identifier of the user or entity managing the software.
`name`	`STRING`	Name of the software.
`notes`	`STRING`	Any additional notes or comments related to the software.
`publisher_id`	`INT64`	Identifier of the publisher of the software.
`status`	`STRING`	Current status of the software.
`updated_at`	`STRING`	Timestamp for when the software was last updated.
`user_count`	`INT64`	Number of users utilizing the software.
`workspace_id`	`INT64`	Identifier of the workspace to which the software belongs.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: software__sources

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`	Individual source item related to the software.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

tickets (33 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`type`	`STRING`	Type of the ticket.
`category`	`STRING`	Category of the ticket.
`created_at`	`STRING`	Date and time when the ticket was created.
`deleted`	`BOOL`	Indicates if the ticket is deleted.
`department_id`	`INT64`	ID of the department handling the ticket.
`description`	`STRING`	Description of the ticket.
`description_text`	`STRING`	Textual description of the ticket.
`due_by`	`STRING`	Date by which the ticket needs to be resolved.
`email`	`STRING`	Email address associated with the ticket.
`email_config_id`	`INT64`	Configuration ID of the email associated with the ticket.
`fr_due_by`	`STRING`	First response due by date for the ticket.
`fr_escalated`	`BOOL`	Indicates if the ticket has been first response escalated.
`group_id`	`INT64`	ID of the group the ticket is assigned to.
`id`	`INT64`	Unique identifier of the ticket.
`impact`	`INT64`	Impact level of the ticket.
`is_escalated`	`BOOL`	Indicates if the ticket has been escalated.
`item_category`	`STRING`	Category of the item related to the ticket.
`name`	`STRING`	Name associated with the ticket.
`phone`	`STRING`	Phone number associated with the ticket.
`priority`	`INT64`	Priority level of the ticket.
`requested_for_id`	`INT64`	ID of the person for whom the ticket was requested.
`requester_id`	`INT64`	ID of the person who requested the ticket.
`responder_id`	`INT64`	ID of the responder handling the ticket.
`source`	`INT64`	Source of the ticket creation.
`spam`	`BOOL`	Indicates if the ticket is considered as spam.
`status`	`INT64`	Current status of the ticket.
`sub_category`	`STRING`	Sub-category of the ticket.
`subject`	`STRING`	Subject of the ticket.
`updated_at`	`STRING`	Date and time when the ticket was last updated.
`urgency`	`INT64`	Urgency level of the ticket.
`workspace_id`	`INT64`	ID of the workspace associated with the ticket.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: tickets__attachments

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: tickets__cc_emails

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: tickets__fwd_emails

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: tickets__reply_cc_emails

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: tickets__tags

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: tickets__to_emails

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

vendors (17 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`address__city`	`STRING`	City of the vendor's address
`address__country`	`STRING`	Country of the vendor's address
`address__line1`	`STRING`	First line of the vendor's address
`address__state`	`STRING`	State of the vendor's address
`address__zipcode`	`STRING`	Zipcode of the vendor's address
`contact_name`	`STRING`	Name of the primary contact person
`created_at`	`STRING`	Date and time when vendor data was created
`description`	`STRING`	Description of the vendor
`email`	`STRING`	Email address of the vendor
`id`	`INT64`	Unique identifier for the vendor
`mobile`	`INT64`	Mobile number of the vendor
`name`	`STRING`	Name of the vendor
`phone`	`INT64`	Phone number of the vendor
`primary_contact_id`	`INT64`	ID of the primary contact person
`updated_at`	`STRING`	Date and time when vendor data was last updated
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

How the Freshservice sync works

After the first load, Kaivo keeps your BigQuery warehouse up to date for you. Where Freshservice supports it, each sync pulls only new and changed records so it stays fast; otherwise it refreshes the whole table. Every record keeps its original ID, so you won't get duplicate rows.

Frequently asked questions

How long does the initial sync take for Freshservice?

It depends on how much history is in your Freshservice account. Most initial syncs finish within minutes, while large accounts can take a few hours. After that, syncs only fetch new and changed records, so they're much faster.

Can I sync only some tables or columns?

Yes. You pick which tables to sync when you set up the connection and can change the selection later. Tables you don't select are never copied to your warehouse.

What happens when Freshservice's schema changes?

New fields are never added automatically. You choose which fields to sync, so data you haven't selected (sensitive personal data, for example) never lands in your warehouse. When a new field appears, it becomes available for you to add. What happens to removed or renamed fields depends on a table's sync mode: full-refresh tables always match what's currently in Freshservice, so dropped fields disappear, while incremental tables keep their existing columns and history, so an old field stays and newly added fields fill in over time.

Your data lives in your own Kaivo-managed BigQuery warehouse, so the most direct option is to delete or anonymise specific records right in BigQuery. If you delete data in Freshservice instead, full-refresh tables drop it on the next sync, while incremental tables keep it, so you would remove the row in BigQuery or ask us to run a full refresh. To remove everything, delete the Freshservice connector in Kaivo and all of its synced data is deleted with it.

Common use cases for Freshservice data

Ticket trends

Track tickets by status, priority, and category to monitor volume and SLA performance.

Resolution times

Measure first response and resolution times to find where service slows down.

Agent workload

Analyse tickets by agent and group to balance workload.

Asset reporting

Report on assets to track inventory and see what generates the most tickets.

Use Freshservice data in your AI and BI tools

Once Freshservice data lands in your Kaivo-managed BigQuery warehouse, you can explore it with AI tools or any BI tool that connects to BigQuery. Here's how the most common destinations work with Freshservice data.

Claude

Use Kaivo's MCP server to give Claude secure, workspace-scoped access to your data. Setup guide →

Power BI

Microsoft's BI tool with a native BigQuery connector. Supports direct query and scheduled refresh. Setup guide →

Data Studio

Free Google BI tool with native BigQuery support. One-click connection to your Kaivo warehouse; great for SMB teams on Google Workspace. Setup guide →

Tableau

The premium analytics standard, with native BigQuery integration. Setup guide →

Google Sheets

Use Connected Sheets to query BigQuery directly from a spreadsheet, with no SQL. Setup guide →

Excel

Connect via Power Query's BigQuery connector. Setup guide →

Metabase

Open-source BI tool with strong BigQuery support. Setup guide →

See our pricing page for Freshservice connector pricing and plan details.

HubSpot: Sync HubSpot to BigQuery.
Dixa: Sync Dixa to BigQuery.
Genesys: Sync Genesys to BigQuery.
Gorgias: Sync Gorgias to BigQuery.
giosg: Sync giosg to BigQuery.
LiveChat: Sync LiveChat to BigQuery.

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