Freshservice

Let your agents run your IT service desk in Freshservice — triage and update tickets, reply to requesters, add notes, raise service requests, and look up requesters, assets, problems, changes and knowledge-base articles.

Connection

Authentication: API key.
Required settings:
- Subdomain — The subdomain of https://<domain>.freshservice.com — e.g. yourcompany for yourcompany.freshservice.com

Log in to your Freshservice portal → click your profile picture (top right) → Profile Settings → your API key is shown below the “Change password” section on the right; copy it. The key inherits the permissions of your agent role — a role with access to tickets (and to assets, problems, changes or the service catalog if your agents use them) is enough.See Freshservice’s documentation.

Read actions (13)

Action	Description
`get_solution_article`	Fetch a knowledge-base article by id, with its full content.
`get_ticket`	Fetch a ticket by id, optionally embedding conversations, requester, stats, tags, problem, change, assets, etc.
`list_agents`	List agents, filterable by email, phone, active flag or state (fulltime / occasional).
`list_assets`	List assets (accounts created before 31 March 2026), with an optional filter (e.g. asset_state:‘IN USE’) or search (e.g. name:‘dell’) — quotes around the expression are added automatically.
`list_catalog_items`	List service catalog items (30 per page max), optionally within one category.
`list_changes`	List changes, with a filter query (e.g. priority:4 OR priority:3 — quotes added automatically) or a view (name or id, e.g. my_open) — not both.
`list_groups`	List agent groups (to route tickets with group_id).
`list_problems`	List problems.
`list_requesters`	List requesters, by email or phone, or with a filter query such as primary_email:‘jane@acme.com’ or name:~‘jan’ (quotes around the whole query are added automatically).
`list_ticket_conversations`	List the replies and public/private notes of a ticket (30 per page).
`list_ticket_fields`	List the fields of the ticket form (default and custom): names, types, choices and whether they are required. Use it to learn valid custom_fields keys and category values.
`list_tickets`	List tickets (by default only those created in the last 30 days — use updated_since for older ones), filterable by predefined view, requester, type or workspace.
`search_solution_articles`	Search published knowledge-base articles by keywords (e.g. “vpn issue”).

Write actions (5)

Action	Description
`add_ticket_note`	Add a note to a ticket — private to agents by default; set private: false to show it to the requester.
`create_ticket`	Create an incident ticket. Identify the requester by email (created if unknown), requester_id, or phone + name. For service-catalog requests use place_service_request instead.
`place_service_request`	Raise a service request for a catalog item (display_id from list_catalog_items). Without email, the request is raised on behalf of the API key owner.
`reply_ticket`	Send a public reply on a ticket (emailed to the requester).
`update_ticket`	Update a ticket (status, priority, assignment, category, tags, custom fields…). Tags replace the existing list.

Permissions

Every action above must be explicitly granted to an agent before it can be used. See Permissions for the grant model and Security for how credentials are protected.

Last reviewed against the provider API: September 2026.

Using integrations

Communication

Scheduling

Project management

Docs & design

Files & storage

CRM & sales

Customer support

HR & recruiting

Commerce & billing

Developer tools

Observability & analytics

AI & media

Freshservice

Connection

Read actions (13)

Write actions (5)

Permissions

​Connection

​Read actions (13)

​Write actions (5)

​Permissions

Connection

Read actions (13)

Write actions (5)

Permissions