Freshservice

Connect AI agents to Freshservice, Freshworks' IT service management platform. Agents automate the full ITSM lifecycle across tickets, changes, problems, releases, CMDB assets, agents, and requesters through the Freshservice API v2.

1 trigger 35 actions available

On New Ticket fires when a service desk ticket is opened

Agent reads the ticket with Get Ticket and List Conversations

Agent checks priority, impact, and urgency against the escalation rules

Agent sets the group and agent with Update Ticket

Support channel gets the subject, priority, and requester

An on-call lead approves a major-incident escalation before it pages

What This Integration Enables

An agent can create, get, list, update, delete, restore, and reply to tickets, add notes, and list conversations, so the full ticket lifecycle runs inside a flow. Beyond tickets, it manages the ITSM record set: create, read, list, update, and delete changes and problems, create, read, and list releases, and create, read, list, update, and delete CMDB assets, keeping change, problem, release, and asset records in step with the work. Enum fields like priority, status, source, urgency, impact, risk, change type, and release type accept human-readable labels that map to the integer codes Freshservice expects. For people and routing, the agent creates, reads, lists, and updates requesters, lists and reads agents including the current agent, and lists groups, so work reaches the right owner. The On New Ticket trigger polls for new service desk tickets and establishes a baseline on its first run without emitting historical tickets. This is the surface that lets an agent triage and route service desk work automatically, while a person still owns the decision to escalate a major incident.

Without FlowRunner

Tickets sit unrouted New tickets wait for someone to open them and assign a group

Alerts open tickets by hand An operator retypes monitoring alerts into the service desk

Escalation is ad hoc A P1 gets paged out with no clear owner deciding it qualifies

With FlowRunner

Tickets routed on arrival On New Ticket routes each ticket the moment it opens

Alerts open tickets directly The agent creates a linked ticket from the alert with details attached

Escalation is a decision An on-call lead confirms a major incident before the page goes out

Use Case Scenarios

Open a Service Desk Ticket From an Alert

When a [PagerDuty](/integrations/pagerduty) Create Incident fires for an outage, the agent calls Create Ticket to open a linked service desk ticket and Add Note with the incident details for the on-call team. The service desk has a record that matches the incident, with context attached, before anyone reaches for the keyboard.

Alert the Team on New Tickets

When On New Ticket fires, the agent posts to the support channel with [Slack](/integrations/slack) Send Message To Channel, attaching the ticket subject, priority, and requester, so the team sees new work as it arrives instead of discovering it in the queue.

Open a Problem Behind a Customer Issue

The agent pulls a customer-facing conversation from [Freshdesk](/integrations/freshdesk) with Get Ticket, then calls Create Problem in Freshservice to open an internal root-cause investigation that references it. The customer-facing ticket and the internal problem stay separate but linked.

Human-in-Loop Highlight

Routing a ticket to a group is routine and the agent does it. Declaring a major incident is not, because escalating a P1 pages an on-call rotation, starts a formal SLA clock, and pulls people out of other work. So when a ticket's impact and urgency cross the major-incident threshold, the agent stops before it escalates. It routes the case to an on-call lead as a [human-in-the-loop](/concepts/human-in-the-loop/) step, showing the ticket, the impact and urgency, the affected service, and the linked alert, and asks a direct question: "Escalate ticket INC-4821 to a major incident and page the on-call rotation, or handle it as standard priority?" On approval the agent advances the ticket with Update Ticket and notifies the rotation. On hold, the ticket stays standard. The AI triages and routes every ticket; the decision to pull the alarm gets a person.

Agent processes routinely

Detects exception requiring judgment

Clear match Continues automatically

Ambiguous Routes to human via preferred channel

Human decides

Agent resumes with decision

Agent Capabilities

35 actions

Tickets

Create Ticket Creates a service desk ticket with priority, status, source, urgency, impact, group, and custom fields set from human-readable labels.
Get Ticket Retrieves a single ticket, including status, priority, requester, assignment, and custom fields.
List Tickets Lists tickets with paging. Without the Updated Since filter, only tickets created in the past 30 days are returned.
Update Ticket Updates a ticket, changing only the fields you set, including state, group, and agent assignment.
Delete Ticket Deletes a ticket by its ID, which can be restored with Restore Ticket.
Restore Ticket Restores a previously deleted ticket by its ID.
Reply to Ticket Adds a public reply to a ticket, sent to the requester.
Add Note Adds a note to a ticket, private to agents or public to the requester.

Conversations

List Conversations Lists the replies and notes on a ticket in order, each with its author and visibility.

Changes

Create Change Creates a change record with type, risk, and the affected details set from human-readable labels.
Get Change Retrieves a single change by its ID.
List Changes Lists change records with paging.
Update Change Updates a change, changing only the fields you set, including state and risk.
Delete Change Deletes a change record by its ID.

Problems

Create Problem Creates a problem record for root-cause tracking behind recurring incidents.
Get Problem Retrieves a single problem by its ID.
List Problems Lists problem records with paging.
Update Problem Updates a problem, changing only the fields you set, including state as analysis advances.
Delete Problem Deletes a problem record by its ID.

Releases

Create Release Creates a release record with type set from a human-readable label.
Get Release Retrieves a single release by its ID.
List Releases Lists release records with paging.

Assets

Create Asset Creates a CMDB asset, with type-specific attributes passed via Type Fields.
Get Asset Retrieves a single asset by the display ID shown in the Freshservice UI.
List Assets Lists CMDB assets with paging.
Update Asset Updates an asset by its display ID, changing only the fields you set.
Delete Asset Deletes an asset by its display ID.

Agents

List Agents Lists agents in the account with paging.
Get Agent Retrieves a single agent by its ID.
Get Current Agent Retrieves the agent tied to the configured credentials, useful as a connection check.

Requesters

Create Requester Creates a requester record, with custom fields set via Custom Fields.
Get Requester Retrieves a single requester by its ID.
List Requesters Lists requesters with paging.
Update Requester Updates a requester, changing only the fields you set.

Groups

List Groups Lists agent groups so a flow can route work to the right team.

Triggers

1 triggers

Event Triggers

On New Ticket Polls for newly created service desk tickets. On its first run it establishes a baseline and does not emit historical tickets, then fires as new tickets arrive to start triage, routing, and notification flows.

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