Note: Available only for new signups after the 31 March, 2026 release. If you signed up earlier, refer to the existing ITAM documentation.

This article provides instructions on how to bulk import inventory items (such as Devices, Parts, Physical Assets, Containers, etc.) into Freshservice using spreadsheets. This process is ideal for migrating data from legacy systems or performing large-scale updates to your inventory.

TABLE OF CONTENTS

• Prerequisites
• Step 1: Download the import template
• Step 2: Populate the spreadsheet
  • Sample Import spreadsheets
• Step 4: Verify imported data

Prerequisites

You need the following before importing inventory items:

• Access to the IT Asset Management / Inventory module in your Freshservice instance.

• Administrator privileges or specific permissions to import inventory records.

Step 1: Download the import template

To ensure your data maps correctly to system fields, always download the sample spreadsheet for the specific inventory category you are importing:

1. Go to Admin > Assets > Inventory (e.g., Inventory > Devices, Inventory > Parts, etc.).
   

2. Click the More Options (three vertical dots) icon in the top-right corner and select Import.
   

3. In the Import window, click Download under the Sample file step to save the template to your system.
   

Step 2: Populate the spreadsheet

Open the downloaded sample template and fill in your data according to your inventory type.

Notes:

• The first row from the sample spreadsheet should not be modified. You should add your data from row 2 onwards.

• You can delete columns and/or leave the data for a column(s) blank.

• Please do not change the column headers (except by deleting a column).

Sample Import spreadsheets
Below are example spreadsheet templates illustrating how data should be formatted for different inventory types, such as Devices and Parts:

• Device import template
  

• Part import template
  
  

Step 3: Upload and import

1. Save your completed spreadsheet in .xls or .xlsx (or .csv) format.

2. Return to the Import window in Freshservice.

3. Click Attach File / Upload to select your populated spreadsheet.

4. Click Import.
   

Step 4: Verify imported data

After the import completes, the system will display a confirmation message.

• If successful: Navigate to the respective inventory page (e.g., Devices, Parts, Physical Assets) to review the newly created or updated items.

• If errors occur: The system will report which rows failed and provide the reasons. For example, missing mandatory parameters or mismatched header fields.

Frequently asked questions

This section answers common questions about importing data into Freshservice, including record matching, field updates, processing times, and trial environment limitations.

How does Freshservice identify existing records during an import?

Freshservice typically uses the record name to identify existing records. For some data types, the record ID may also be available for matching. When provided, the ID takes precedence over the name.

Which fields does Freshservice use to match imported records with existing records?

The matching fields depend on the data type being imported. Freshservice typically uses the record name and, in some cases, the record ID. If no matching record is found, Freshservice creates a new record.

Which fields are updated when an imported record matches an existing record?

Freshservice overwrites the existing values for fields included in the import file. Empty columns are typically ignored, and existing values are retained. You can also exclude columns from the import file to prevent those fields from being updated.

What happens to existing values if a field is not included in the import file?

Existing values are retained if the corresponding field is not included in the import file. Empty columns are also typically ignored, preserving the existing values.

Can I import only changed records?

No. Freshservice processes all records included in the import file, even if some records have not changed. However, for many data types, Freshservice does not update the last modified date if no actual changes occur and the data type supports this field.

Can I import the complete configuration data set each time?

Yes. You can import the complete configuration data set each time. Freshservice processes all records in the file, which may increase processing time. Depending on the data type, the import may also trigger change notifications if changes between the previous and current values are not fully tracked.

How long does it take to import 1,000, 5,000, or 10,000 records?

Import processing time varies by data type and import complexity. Freshservice does not provide fixed processing-time estimates for specific record counts. Import jobs typically run in the background, and processing time depends on the workload from other concurrent tasks.

Can I test bulk data imports in a trial environment?

Yes. Bulk data import is available in trial environments. However, trial limits of 100 licensed units apply, depending on the type of data you import.