Freshservice + Bruin

Source

Ingest Freshservice data into your warehouse with incremental loading, quality checks, and full lineage. Defined in YAML, version-controlled in Git.

For business teams

What you get

Support data meets revenue data
Join Freshservice tickets with billing and product usage. Build customer health scores that predict churn before it happens.
SLA monitoring, automated
Freshservice response times and resolution metrics are quality-checked on every sync. Know when SLAs are at risk before customers escalate.
Support ROI in business terms
Connect Freshservice agent performance to revenue outcomes. Show leadership the business impact of support quality.
No more ticket export Fridays
Freshservice data syncs automatically. Reports are fresh every morning without manual pulls.

For data & engineering teams

How it works

Incremental ticket sync
Only sync new and updated Freshservice tickets. No full reloads, even for high-volume support queues.
YAML-defined, Git-versioned
Your Freshservice pipeline is a YAML file. Review in PRs, deploy with CI/CD, roll back with git revert.
SLA validation in SQL
Custom quality checks validate response times and resolution SLAs. Pipeline alerts when thresholds are breached.
Cross-source customer view
Join Freshservice tickets with CRM and billing data in SQL transforms. Bruin resolves dependencies automatically.

Before you start

Freshservice account with API access

API key from Freshservice admin settings

Step 1

Add your Freshservice connection

Connect using API key and domain. Add this to your Bruin environment file — credentials are stored securely and referenced by name in your pipeline YAML.

Parameters

api_keyFreshservice API key for authentication
domainYour Freshservice domain name

connections:
  freshservice:
    type: freshservice
    uri: "freshservice://?api_key=<api-key>&domain=<domain>"

Step 2

Create your pipeline

Define a YAML asset that tells Bruin what to pull from Freshservice and where to land it. This file lives in your Git repo — reviewable, version-controlled, and deployable with CI/CD.

Available tables

ticketsagentsrequestersassetschanges

name: raw.freshservice_tickets
type: ingestr

parameters:
  source_connection: freshservice
  source_table: 'tickets'
  destination: bigquery

Step 3

Add quality checks

Add column-level and custom SQL checks to your Freshservice data. If a check fails, the pipeline stops — bad data never reaches downstream models or dashboards.

Validate ticket statuses against accepted values

Catch open tickets with no assignee

Ensure ticket IDs are unique — no duplicates

columns:
  - name: ticket_id
    checks:
      - name: not_null
      - name: unique
  - name: status
    checks:
      - name: accepted_values
        value: ['open', 'pending', 'resolved', 'closed']

custom_checks:
  - name: no tickets missing assignee
    query: |
      SELECT COUNT(*) = 0
      FROM raw.freshservice_tickets
      WHERE status = 'open' AND assignee_id IS NULL

Step 4

Run it

One command. Bruin connects to Freshservice, pulls data incrementally, runs your quality checks, and lands clean data in your warehouse. If a check fails, the pipeline stops — bad data never reaches downstream.

Backfill historical data with --start-date

Schedule with cron or trigger from CI/CD

Full lineage from Freshservice to your dashboards

$ bruin run .

Running pipeline...

  freshservice_tickets
    ✓ Fetched 2,847 new records
    ✓ Quality: campaign_id not_null     PASSED
    ✓ Quality: spend not_null           PASSED
    ✓ Quality: no negative ad spend     PASSED
    ✓ Loaded into bigquery

  Completed in 12s

Other Customer Support integrations

Crisp

Delighted

Dixa

Freshdesk

Front

Gladly

Ready to connect Freshservice?

Start for free, or book a demo to see how Bruin handles ingestion, quality, lineage, and scheduling for your entire data stack.

Book a demo Read the docs