How to integrate Metabase with Freshservice Data

Metabase is an open source data visualization tool that allows users to create interactive dashboards. When paired with CData Connect AI, users can easily create visualizations and dashboards linked to live Freshservice data. This article describes how to connect to Freshservice and build a simple visualization using Freshservice data.

CData Connect provides a pure cloud-to-cloud interface for Freshservice, allowing you to easily integrate with live Freshservice data in Metabase — without replicating the data. Connect looks exactly like a SQL Server database to Metabase and uses optimized data processing out of the box to push all supported SQL operations (filters, JOINs, etc) directly to Freshservice, leveraging server-side processing to quickly return Freshservice data.

Configure Freshservice Connectivity for Metabase

Connectivity to Freshservice from Metabase is made possible through CData Connect AI. To work with Freshservice data from Metabase, we start by creating and configuring a Freshservice connection.

1. Log into Connect AI, click Sources, and then click Add Connection

2. Select "Freshservice" from the Add Connection panel

3. Enter the necessary authentication properties to connect to Freshservice.

   To connect to Freshservice, obtain your API key from Profile Settings in the top-right corner of your Freshservice portal (administrator access required). Then set the following:

   • Domain: The subdomain of your Freshservice account URL. For example, if your URL is yourcompany.freshservice.com, set this to yourcompany.
   • API Key: The API key from your Freshservice Profile Settings.
   
4. Click Save & Test
5. Navigate to the Permissions tab in the Add Freshservice Connection page and update the User-based permissions.

Add a Personal Access Token

When connecting to Connect AI through the REST API, the OData API, or the Virtual SQL Server, a Personal Access Token (PAT) is used to authenticate the connection to Connect AI. It is best practice to create a separate PAT for each service to maintain granularity of access.

1. Click on the Gear icon () at the top right of the Connect AI app to open the settings page.
2. On the Settings page, go to the Access Tokens section and click Create PAT.
3. Give the PAT a name and click Create.
4. The personal access token is only visible at creation, so be sure to copy it and store it securely for future use.

With the connection configured and a PAT generated, you are ready to connect to Freshservice data from Metabase.

Connect to CData Connect AI from Metabase

After creating the connection in Connect AI, navigate to your Metabase instance. Use the SQL Server interface to connect to Connect AI.

1. Navigate to the administration screen (Settings -> Admin) and click "Add Database" from the "Databases" tab
2. Configure the connection to Connect AI and click "Save"
   • Database type: Select "SQL Server"
   • Name: Name the connection (e.g. "Freshservice (Connect AI)")
   • Host: tds.cdata.com
   • Port: 14333
   • Database name: The name of the connection you just created (e.g. API1)
   • Username: A Connect AI username (e.g. [email protected])
   • Password: The PAT previously created
   • Click to Use a secure connection (SSL)
   

Execute Freshservice Data with Metabase

Once you configure the connection to Connect AI, you can query Freshservice and build visualizations.

1. Use the "Write SQL" tool to retrieve the Freshservice data
2. Write a SQL query based on the Freshservice connection in CData Connect AI, e.g.
   
   

   SELECT Id, Name FROM AgentGroups WHERE Name = 'Support Team'

   
3. Navigate to the "Visualization" screen, choose a visualization, and configure the visualization

More Information & Free Trial

At this point, you have built a simple visualization from Freshservice data in Metabase. You can continue to work with live Freshservice data in Metabase just like you would any SQL Server database. For more information on creating a live connection to Freshservice (and more than 100 other data sources), visit the Connect AI page. Sign up for a free trial and start working with live Freshservice data in Metabase today.