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Connector Improvement: Freshservice - Add Workspaces and Workspace Groups

Answered
Tyler Netherly User

I'm requesting Freshservice Workspaces and Workspace Groups be added to the Freshservice schema. The existing Ticket table has `workspace_id` and `group_id` but we have no way to map these as we use the Workspaces feature in Freshservice. There are available endpoints: Service Desk API for Developers | Freshservice and Service Desk API for Developers | Freshservice. There is already a `service_group` table but it does not pull groups that are located in workspaces.

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2 comments

Date Votes
  • Official comment
    Unnikrishnan Nair Fivetranner

    Hi Tyler,


    I've added your request for Freshservice Workspaces and Workspace Groups to our feature improvements backlog. This is a valuable idea, especially since mapping workspace_id and group_id from the Ticket table is not currently possible with the available schema.


    To help us better understand your needs, could you share more about the problem you are trying to solve with workspace and group mapping? For example, what types of analyses or workflows are impacted without this data? Is there specific reporting or integration you are hoping to improve?


    We will keep the community updated on this thread as progress is made.


    Thanks,
    Unnikrishnan

  • Tyler Netherly User

    Yes of course. We are a large company that uses Freshservice across IT, AP, Customer Service, Marketing, HR, and Safety. Each of these business units has their own workspace and then they have their own groups within. So for example, my DE team is within IT and we have our own group within the IT workspace that is used if a ticket needs escalated up to us. We've been able to manually map the workspace IDs in our dbt models, but we have too many groups to do it with. It limits the reporting we can currently build especially in regard to performance KPIs like time-to-resolution for specific groups.