Freshservice integration

Overview

Freshservice is Freshworks' ITSM platform – sibling to Freshdesk but specialised for internal IT, not external customer support. Tickets, assets, changes, problems, requesters, agents.

• Regions: Each Freshservice account has its own sub-domain (yourcompany.freshservice.com).
• Plans: Starter, Growth, Pro, Enterprise – all expose the API. Some features (advanced asset discovery, change blueprints) need higher plans.

Setting up the connection

Auth type: HTTP Basic.

1. Sign in to Freshservice → click your avatar → Profile Settings → API key.
2. Copy the API key.
3. In Automize, open Settings → Connectors → Freshservice → Add connection. Enter sub-domain, username = API key, password = 'X' (ignored by Freshservice).

Find your credentials at https://yourcompany.freshservice.com/profile/personal_access_tokens.

Rate limits

Freshservice enforces tiered limits based on plan – typically 1,000 req/hour on Pro. Connector retries 429 with backoff.

Data model

ITSM primitives:

    Requester (end-user) ── creates ── Ticket (Incident or Service Request)
                                        └─ Agents (assigned)
    Asset ─── linked to ─── Tickets / Changes / Problems
    Change Request (planned changes – workflow + approvals)
    Problem (root cause for multiple incidents)
    Service Catalog (request templates)

Available operations

11 operations available. Click any row to jump to its detail.

Operations

Create Ticket

Create a new ticket

Tips

• subject + description + requester_id (or email) + priority + status + type required.
• Priority/Status integer codes same as Freshdesk: priority 1-4, status 2-5.

Delete Ticket

Delete a ticket

Tips

• Soft-delete. Restorable from Trash.

Get Asset

Get asset details

Tips

• Returns asset + assigned user + location + custom fields.

Get Ticket

Get ticket details

Tips

• Returns ticket + requester + custom fields. include=conversations for replies/notes.

List Agents

List all agents

No input parameters.

Tips

• IT support staff. Filter by group_id.

List Assets

List all assets

No input parameters.

Tips

• Filter by asset_type_id, location_id, used_by.
• include=type_fields to get custom-field values.

List Changes

List change requests

No input parameters.

Tips

• Change requests with status (Open, Pending Review, Approved, etc.). Filter by impact, risk.

List Problems

List problem tickets

No input parameters.

Tips

• Problem tickets linked to one or more incidents. Filter by status, priority.

List Requesters

List all requesters

No input parameters.

Tips

• End-users that can submit tickets. Filter by email, department_id.

List Tickets

List all tickets

No input parameters.

Tips

• filter=new_and_my_open / watching / spam / deleted (predefined).
• include=requester,department,stats to fold related data.
• Pages 30 default, max 100 via per_page.

Update Ticket

Update an existing ticket

Tips

• PUT-style. status, priority, group_id, agent_id are the common updates.

FAQ

Freshservice vs Freshdesk – which?

Same Freshworks family. Freshdesk = customer support (B2C). Freshservice = internal IT (ITSM, ITAM, CMDB). Tickets in Freshservice are 'Incidents' or 'Service Requests'.

Why does Get Ticket not include replies?

Default response excludes conversations. Pass include=conversations or use List Conversations endpoint (not currently exposed) for full thread.

Custom fields – how?

Custom fields are in the custom_fields object on tickets/assets. Use API name (the underscore version of the label) as the key.

Related connectors

• Freshdesk
• Servicenow
• Jira
• Zendesk