How to Import Assets into Freshservice
What Will This Guide Cover?
Before walking through the import process itself, here is a quick summary of what this article covers:
- Why importing assets accurately matters before you begin
- How Freshservice ITSM Software relates to the asset import process
- Where to find the import tool and how to prepare a CSV file correctly
- How field mapping and record matching work during import
- How to review results and troubleshoot common import errors
- Answers to frequently asked questions about importing assets into Freshservice
How Does Freshservice Relate to Importing Assets?
Freshservice ITSM Software includes a built-in CSV import tool that lets IT teams bring existing asset records directly into the platform’s Configuration Management Database, or CMDB, without relying on manual entry. Because Freshservice automatically maps CSV columns to system fields and lets administrators verify that mapping before finalizing the import, teams can move large volumes of hardware and software records into the platform quickly and with fewer errors than typing each record in one at a time.
This matters directly for organizations migrating from spreadsheets or another asset tracking system, since Freshservice reveals its value most clearly during this transition. Rather than starting from an empty inventory, teams can import their existing records, apply correct asset types, and link assets to users and locations in a single guided process.
Why Does Import Accuracy Matter Before You Begin?
Before walking through the technical steps, it helps to understand why careful preparation pays off during an asset import.
What Happens When a CSV File Has Inconsistent Data?
Inconsistent data, such as mismatched date formats or missing mandatory fields, causes import errors that can stall the entire process or create incomplete asset records. Since Freshservice reports import errors in a summary after the process finishes, catching formatting issues before the import saves time compared to fixing many individual records afterward.
This preparation step matters even more for larger imports, since a single formatting mistake repeated across hundreds of rows can generate a long list of errors that takes considerably longer to review than it would have taken to fix the source file in advance. Running a quick scan of the spreadsheet for blank mandatory fields or inconsistent date formatting before uploading tends to save significant time later in the process.
Why Should You Import One Asset Type at a Time?
Freshservice recommends creating a separate CSV file for each asset type rather than combining laptops, servers, and software licenses into a single file. This approach keeps field mapping simpler, since different asset types often have different attributes, and it reduces the chance of applying the wrong fields to the wrong kind of asset during a large import.
Additionally, working asset type by asset type makes it far easier to isolate problems if something goes wrong during the import. Rather than sorting through a single massive file covering every asset category, teams can quickly identify which specific file and asset type caused an issue, then correct and re-import just that portion of the data.
What Are the Core Steps to Import Assets into Freshservice?
Importing assets in Freshservice follows a consistent sequence: prepare the CSV file, start the import, map the fields, and review the results.
Where Do You Start the Import Process?
To begin an import, navigate to IT Asset Management, then Inventory, then All Assets. From the All Assets page, click the More Options icon, represented by three vertical dots, and select Import. This opens the Import Assets window, where the actual upload process begins.
How Do You Prepare the CSV File Correctly?
Before uploading anything, download the sample file provided in the Import Assets window, since this template already reflects the correct column structure Freshservice expects. Populate the template with your asset data, keeping the following points in mind:
| Preparation Step | What to Check |
|---|---|
| Mandatory fields | Ensure required fields, such as Workspace, Type, and Impact, are filled in for every row |
| Unused columns | Delete or leave blank any parameter columns your organization does not use |
| File format | Save the completed file in .csv, .xls, or .xlsx format depending on your Freshservice version |
| User and agent assignment | Enter the user’s email in the Used By field and the agent’s email in the Managed By field |
| Serial numbers | Confirm serial numbers are unique and not already present in the inventory trash folder |
Taking time to verify these details before uploading significantly reduces the number of errors that appear later in the process.
How Do You Choose the Right Asset Type Before Importing?
Within the Import Assets window, select the specific asset type you are importing, such as Laptop, Server, or a custom asset type your organization has configured. Choosing the correct type upfront ensures Freshservice applies the right set of fields during mapping, rather than forcing a generic structure onto specialized asset records.
How Does Field Mapping Work During Import?
Once you upload the CSV file, Freshservice automatically maps each column to a corresponding system field based on the header row. The platform also displays the value from the first row of data next to each mapped field, giving you a quick example to confirm the mapping looks correct. Review this mapping carefully, adjusting any fields Freshservice mapped incorrectly, and pay close attention to date fields, since the date format selected in Freshservice must match the format used in your CSV file.
If your CSV includes custom fields specific to your organization, confirm that Freshservice has already created matching custom fields under the correct asset type before starting the import. Mapping a CSV column to a field that does not yet exist in Freshservice typically means that column’s data will not import correctly, so setting up any needed custom fields ahead of time avoids this kind of silent data loss.
How Does Freshservice Match Records to Avoid Duplicates?
Freshservice lets you choose how to match records in the CSV with existing assets already in the system:
- Hardware and child asset types: Match by Serial Number (the default option), Display Name, or Asset Tag.
- Other asset types: Choose not to match at all, which creates every row as a new asset, or match by Display Name or Asset Tag instead.
Selecting the right matching method prevents Freshservice from creating duplicate records for assets that already exist in the CMDB, particularly useful when re-importing an updated inventory file. This becomes especially important during periodic re-imports, such as an annual asset audit, where the goal is usually to update existing records with fresh information rather than create an entirely new set of duplicate entries alongside the old ones.
How Do You Review Results After Completing an Import?
Once the mapping is confirmed, the next step involves monitoring the import and addressing any issues that come up.
What Happens After You Click Import?
After clicking Import, Freshservice displays an import status screen that updates approximately every 30 seconds. This screen shows how many records have processed so far, which is particularly useful for large imports that may take several minutes to complete.
How Do You Know If the Import Was Successful?
Once the import finishes, Freshservice provides a summary of the results, including any errors encountered during the process. Additionally, the system automatically sends an email report to the user who started the import, so you can review the outcome even if you step away from the screen while the import runs.
How Do You Troubleshoot a “Serial Number Must Be Unique” Error?
This common error occurs when the serial number in your CSV file matches an asset already present in Freshservice, including assets sitting in the inventory trash folder. To resolve it, check the trash folder, accessible through the three-line menu near the inventory list, and either restore or permanently delete the conflicting record before attempting the import again.
What Should You Do After Completing an Asset Import?
A successful import is not necessarily the final step. A few follow-up actions help ensure the newly imported data stays useful going forward.
Should You Spot-Check Records After a Large Import?
Yes. Even when Freshservice reports a successful import, it helps to spot-check a sample of records afterward, confirming that fields like Used By, Managed By, and asset type were applied correctly. This quick review catches subtle mapping issues that might not show up as outright errors.
How Do Imported Assets Fit into Ongoing Discovery?
Imported assets typically represent a starting inventory rather than a permanently static one. Pairing a CSV import with Freshservice’s Discovery Agent and Discovery Probe tools ensures that, going forward, hardware and software changes get captured automatically rather than requiring repeated manual imports every time something changes.
Treating the import as a foundation rather than a finished product also helps set realistic expectations across the IT team. Once discovery tools take over ongoing updates, future imports become less frequent and typically involve only edge cases, such as bulk-adding assets acquired through a company acquisition or a large hardware refresh, rather than serving as the primary way asset data enters the system.
Conclusion
Importing assets into Freshservice comes down to preparing a clean CSV file, selecting the correct asset type, reviewing the automatic field mapping, and choosing the right record-matching method to avoid duplicates. Following this sequence carefully, rather than rushing the upload, significantly reduces the errors that often show up during large asset migrations.
Freshservice ITSM Software supports this process with built-in templates, automatic mapping, and detailed post-import reporting, which together make it far easier to move existing asset data into a reliable CMDB than starting from scratch. Reviewing the import summary and email report carefully after each upload also helps catch smaller issues before they affect downstream processes like incident management or reporting.
Once the import completes, pairing the new records with ongoing discovery tools helps keep that data accurate well beyond the initial migration. Ultimately, a well-prepared CSV import gives an organization a strong, reliable starting point, and Freshservice’s combination of templates, mapping tools, and automated discovery makes it straightforward to keep that inventory current as the IT environment continues to evolve.
Frequently Asked Questions
It is best to avoid this. Freshservice recommends creating a separate CSV file for each asset type, since different asset types often use different fields, and combining them into one file increases the risk of mapping errors during import.
Freshservice accepts CSV files, along with .xls and .xlsx spreadsheet formats depending on your account’s configuration. Downloading the sample template from the Import Assets window ensures your file matches the expected structure before you begin.
Choose the appropriate record-matching option during the import process. For hardware assets, match by Serial Number, Display Name, or Asset Tag; for other asset types, select Display Name or Asset Tag matching instead of the default option that creates every row as a new record.
