Snowflake data in Freshservice

Show Snowflake customer data inside your Freshservice tickets, queried live on every ticket open. No ETL, no sync lag, no code.

Snowflake is where IT and ops teams increasingly keep the single view of the truth: user directory, asset inventory, licences, expenses, usage, security incidents, HR data. Freshservice agents need access to this when tickets come in — but Snowflake isn't connected to Freshservice by default, so they end up tab-switching to Snowflake or a BI tool, running a query, and pasting the result back into the ticket.

FactBranch fixes that by running a live Snowflake query every time a Freshservice ticket is opened, and rendering the result as a panel inside the ticket. The agent sees the data they need without leaving Freshservice.

How it works

FactBranch is a visual pipeline builder, not an ETL tool. There's no intermediate copy of your warehouse sitting in a third-party database, no sync schedule to tune. The flow is simple: the Freshservice app passes the ticket context (requester email, ticket ID, department, and anything else you want) to FactBranch. FactBranch runs your Snowflake SQL query against your own account, using the ticket context as parameters. The results are rendered into an HTML panel you design, and shown inside Freshservice.

Each step is a node in the visual editor. You write one Snowflake SQL query and one HTML template. Everything else — the Freshservice integration, the authentication, the parameter passing, the rendering — FactBranch handles.

Connecting to Snowflake

You add your Snowflake connection once: account identifier, username, password (or key-pair auth), warehouse, database, and schema. FactBranch recommends a dedicated role for this — a Snowflake role with USAGE on the warehouse and SELECT on only the views or tables you want to expose.

If your Snowflake account restricts network access, FactBranch can route requests through a static IP so you can add us to your network policy.

Writing the query

You write the query directly against your own Snowflake warehouse. Ticket context is available as variables you can reference inline: email, ticket ID, department, anything else Freshservice sends through. Run the query from the editor to see the exact result before you hook it up to the sidebar.

What you show is up to you. A typical IT service desk might surface the requester's department and manager; asset assignments and hardware history; recent login anomalies or security events; active software licences. Operations teams show service inventories, recent deployments, or incident history. Finance teams show expense approvals tied to the requester. If you can write it in Snowflake SQL, you can put it in the Freshservice ticket panel.

The query results then flow into the display node, where a "Generate a UI" button produces a starting HTML template you can edit directly.

Keeping it safe

Your Snowflake data stays in your account. FactBranch connects with a dedicated role — we recommend creating a Snowflake role for FactBranch with the minimum privileges it needs, usually USAGE on a dedicated warehouse and SELECT on specific views that expose only the fields Freshservice agents should see. If your network policy is restrictive, FactBranch can route requests through a static IP so you can allowlist us.

Credentials are stored encrypted. We don't cache query results by default, so every ticket gets a fresh read; there's no stale data to worry about, and no long-lived copies of your warehouse in our systems.

Setup

Most teams are live in about 10 minutes. Create a free FactBranch account, add a Snowflake connection with read-only credentials, write the SQL query you want the panel to run, and design the panel in the display node. The final step is installing the FactBranch app from the Freshworks marketplace and pasting in your API key — agents see the panel on the next ticket they open.

See the full walkthrough in our Snowflake documentation or watch a support agent use the sidebar in practice.