TABLE OF CONTENTS

• Freshservice layered model
  • Layer A: Experience layer (User Interaction)
  • Layer B: Service and process layer
  • Layer C: Asset and configuration layer
  • Layer D: Organization layer
  • Layer E: Supporting metadata layer
• Cross-layer relationships (key insight)
• High-Level ERD
• Asset Management ERD
• Ticketing ERD (ITSM Core)
• User and Organization model
• Entity definitions (Sample Data Dictionary)

Overview
This document provides a data model of Freshservice, outlining core entities, their relationships, and a layered structure.

It is intended to:

• Help customers understand entity relationships across modules in Freshservice

• Support integration architecture and governance

• Provide a reference model for CMDB and data design

The model is presented using two complementary approaches.

The first approach uses a layered structure to group entities based on their functional role within the platform (for example, user interaction, service processes, asset management, and organizational structure). This simplifies the overall system by dividing it into well-defined domains and provides a structured view of the platform.

The second approach focuses on cross-layer relationships, which describe how entities interact across these domains. For example, tickets are associated with assets and users, changes impact infrastructure components, and organizational entities define ownership and responsibility.

Together, these approaches provide both structural organization and interaction context. The layered model defines the set of entities, while cross-layer relationships describe how these entities operate within the system. This combined approach supports use cases such as integration design, data flow analysis, and governance modeling.

Freshservice layered model

Freshservice entities are organized into the following layers:

Layer A: Experience layer (User Interaction)

Represents how users interact with the system.

Entities:

• Incident

• Service Request

• Problem

• Change

• Release

Purpose: Capture demand, issues, and operational workflows

Layer B: Service and process layer

Represents service delivery and operational processes.

Entities:

• Project

• Project Task

• Change

• Release

• Problem

Purpose: Manage execution of services and lifecycle processes

Layer C: Asset and configuration layer

Represents infrastructure and resources ( CMDB).

Entities:

• Asset (Inventory)

• Software

• Contract

• Purchase Order

• Vendor

• Product

Purpose: Track IT assets, relationships, and lifecycle

Layer D: Organization layer

Represents people and ownership.

Entities:

• Requester

• Agent

• Agent Group

• Requester Group

• Department

Purpose: Define ownership, access, and responsibility

Layer E: Supporting metadata layer

Represents system-level attributes and extensibility.

Entities:

• Custom Fields

• Categories

• Status

• Priority

• Tags

Purpose: Enable customization and classification

Cross-layer relationships (key insight)

The following cross-layer relationships describe how entities interact across different layers of the model.

• Tickets (Layer 1) → Assets (Layer 3)

• Assets (Layer 3) → Contracts / Vendors

• Tickets (Layer 1) → Users (Layer 4)

• Projects (Layer 2) → Tickets (Layer 1)

• Users (Layer 4) → Departments

 This is what enables:

• Integration

• Governance

• CMDB modeling

High-Level ERD

This diagram provides a high-level view of core entities and their relationships across the Freshservice platform. It highlights key interactions between domains to help understand overall system structure.

Asset Management ERD

This diagram focuses on asset management entities and their relationships within Freshservice. It illustrates how assets are connected to contracts, software, procurement, and ownership structures.

Key Relationships:

• Asset ↔ Software (installed applications)

• Asset ↔ Contract (licensing/warranty)

• Asset ↔ Purchase Order (procurement)

• Asset ↔ User (assignment)

• Asset ↔ Department (ownership)

Ticketing ERD (ITSM Core)

This diagram illustrates the core ITSM entities and their relationships within Freshservice. It highlights how tickets interact with changes, problems, assets, and users across workflows.

Key Relationships:

• Incident ↔ Problem (root cause)

• Incident ↔ Change (caused by)

• Change ↔ Release (deployment)

• Tickets ↔ Assets (impact tracking)

User and Organization model

This diagram represents user and organizational entities and their relationships within Freshservice. It illustrates how users, groups, and departments are structured to support ownership and access control.

Key Concepts:

• Agents handle tickets

• Requesters raise requests

• Groups manage assignment and escalation

Entity definitions (Sample Data Dictionary)

This section provides sample definitions of key entities in the Freshservice data model.

It includes descriptions and relationships to support understanding of entity roles and interactions.