> ## Documentation Index
> Fetch the complete documentation index at: https://docs.atako.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshservice

> Connect Freshservice to your Atako agents — 13 read and 5 write actions.

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

<Note>
  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](https://api.freshservice.com/#authentication).
</Note>

## 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](mailto: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](/integrations/permissions) for the grant model and [Security](/integrations/security) for how credentials are protected.

***

*Last reviewed against the provider API: September 2026.*