HR to ITSM
Nmbrs to Freshservice integration: new colleagues and leavers from payroll reach IT
With an integration between Nmbrs and Freshservice, a new employee in Nmbrs starts an onboarding request in Freshservice, with company, department, job and start date, and an end date produces an offboarding request. The employee is a requester in Freshservice and is deactivated after the last working day.
What the integration does
At organisations that have payroll processed in Nmbrs and use Freshservice for IT, IT only learns about a joiner or leaver through the project lead or manager, well after the payroll bureau. Departed colleagues then sometimes keep their laptop for weeks.
- Payroll records a new employee in Nmbrs.
- Nmbrs reports the change; KoppelHet fetches the employee with company, department, job and start date.
- In Freshservice the employee is added as a requester, and an onboarding request starts with your form fields.
- A job or department change updates the requester once it takes effect in Nmbrs.
- An end date starts an offboarding request; after the last working day the requester is deactivated.
What to watch for with Nmbrs and Freshservice
- The end date is often only fixed in Nmbrs when payroll prepares the final pay run. The offboarding request arrives one week before that date, or immediately if the date is already closer.
- KoppelHet submits one onboarding request per employment. A name or job correction in Nmbrs becomes a note on the request or an updated requester, not a second request.
- Temporary agency workers who are not in Nmbrs get no request from this integration. The service desk creates those itself, and the integration leaves them alone.
- Employee numbers in Nmbrs are unique per company. KoppelHet combines company code and employee number as the key in Freshservice, so number 42 of one BV does not merge with 42 of another.
- Job and department apply per payroll period in Nmbrs. A change from next month therefore only reaches Freshservice when that period starts, not on the day payroll enters it.
- Nmbrs can notify other systems of changes. KoppelHet reacts to that and also compares daily per company, so a missed notification is still picked up.
- KoppelHet reads Nmbrs with only the rights for employee and employment data. BSN and salary never reach the platform or Freshservice.
- Freshservice can submit a request on behalf of someone else. Onboarding and offboarding are in the name of the manager from Nmbrs, so the project manager gets IT's questions and not the payroll bureau.
- If payroll runs through a payroll bureau, the bureau grants the integration access to your companies only. The bureau does not need to pass anything else on to IT.
- A departed employee is deactivated in Freshservice, so tickets and the assigned laptop stay visible for collecting it. If the employee later returns under the same number, KoppelHet reactivates the requester.
This integration is also part of joiner, mover, leaver.
How we build and run it
- The integration runs on the KoppelHet platform, hosted in a data centre in the EU.
- Every sync and every error is visible in the functional log; on an error your administrator is notified.
- A change that cannot go through is not half-applied but queued for another attempt.
- KoppelHet is ISO 27001 certified. Data travels encrypted and stays on the platform no longer than needed.
- After go-live we manage the integration and adjust it when your process changes.
- The integration fits next to your existing integration layer. Only the fields in the design are transferred; the platform keeps no register of its own.
Implementation and price
This is not an app you switch on. We build the integration for your organisation on our platform, with building blocks we reuse on every project. So it is custom work that does not start from scratch.
A consultant prepares the intake and analyses both systems. We then record the mapping and exceptions field by field, test in the test or acceptance environment and go live at a moment you choose. Costs are a one-off amount for the setup and a monthly amount for platform, monitoring and support.
Frequently asked questions
Can we also have tickets created for onboarding and offboarding?
Yes. A new employee in Nmbrs results in an onboarding request, four weeks before the start date by default or immediately if it is closer, and an end date in an offboarding request one week ahead. Through the Freshservice onboarding process or a catalog item.
When does IT see a new colleague?
Shortly after payroll records them in Nmbrs, with the start date in the onboarding request.
Does this work with several BVs?
Yes. KoppelHet goes through all the companies you designate, and the company is stored on the requester in Freshservice.
What happens to a leaver's laptop?
The offboarding request is in Freshservice with the last working day, so IT collects the laptop in time. The requester is kept, deactivated.
We already have an integration platform. Does this fit alongside it?
Yes. This integration runs on the KoppelHet platform and asks nothing of your existing integration platform. Every action is in the audit logging, so operations and audit know what happened.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Nmbrs is read through the Nmbrs REST API with OAuth 2.0 and read-only scopes for employee and employment data and the company structure, per company; webhooks on changes. The SOAP API is retired from 1 March 2027.
- Freshservice is written through the Freshservice API v2. Requesters (create, update, deactivate, reactivate, with external_id), Employee Onboarding (form fields and onboarding request with initiator_id), Employee Offboarding and Departments. Rate limits per minute per plan, 429 with Retry-After.
- Service requests from the catalog through POST /api/v2/service_catalog/items/{display_id}/place_request with email or requested_for and custom_fields, if you prefer onboarding as a catalog item rather than the onboarding process. KoppelHet reads the catalog items through the service catalog API. A note on an open request through Create a Note. KoppelHet stores per employee which request has already been submitted.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Nmbrs | Field in Freshservice | Notes |
|---|---|---|
Bedrijfscode + personeelsnummer | external_id van de aanvrager | Unique across all BVs |
Voornaam, tussenvoegsel en achternaam | first_name en last_name | |
Zakelijk e-mailadres | primary_email | |
Functie | job_title | |
Afdeling | department | With the company name added if two BVs have the same department |
Bedrijf | location | Or a custom field, as preferred |
Leidinggevende | reporting_manager en initiator van het verzoek | |
Datum in dienst | Startdatum in het onboardingformulier | |
Datum uit dienst | Offboardingverzoek en deactiveren | |
Indiensttreding of vertrek | Catalogusitem (display_id) of onboarding- en offboardingverzoek | Chosen per event at the start |
Zakelijk e-mailadres van de medewerker | email of requested_for van het verzoek | |
Datum in dienst of datum uit dienst | custom_fields: startdatum of laatste werkdag | |
Functie, afdeling, locatie en leidinggevende | custom_fields van het item |
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