Freshservice Integration

IT service desk for tickets, assets, changes, and requesters — create and update incidents, manage conversations, and watch the queue. Route Freshservice tickets, replies, and customer issues into CRM, chat, and escalation workflows. When Watch Changes (Polling) arrives, automatically continue with Get Agent or Get Agent Role.

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Supported triggers and actions for Freshservice integration

Triggers can detect changes in Freshservice and run actions that can create, search or modify data inside Freshservice automatically [3] — exactly how you set them.

Watch Changes (Polling)Triggers when changes update after the last poll time.
Watch Problems (Polling)Triggers when problems change after the last poll time.
Watch TicketsTriggers when a Freshservice Workflow Automator webhook fires.
Watch Tickets (Polling)Triggers when tickets change after the last poll time.
Get AgentReturns a single agent.
Get Agent RoleReturns an agent role.
Get AssetReturns a single asset.
Get Asset TypeReturns an asset type.
Get Canned ResponseReturns a canned response.
Get Canned Response FolderReturns a canned-response folder.
Get ChangeReturns a single change.
Get Change NoteReturns a change note.
Get DepartmentReturns a department.
Get GroupReturns an agent group.
Get LocationReturns a location.
Get ProblemReturns a single problem.
Get Problem NoteReturns a problem note.
Get ProductReturns a product.
Get ReleaseReturns a single release.
Get Release NoteReturns a release note.
Get RequesterReturns a single requester.
Get Requester GroupReturns a requester group.
Get SoftwareReturns a software application.
Get TicketReturns a single ticket.
Get Ticket ActivityReturns activity on a ticket.
Get Ticket TaskReturns a ticket task.
Get Ticket Time EntryReturns a ticket time entry.
List Agent FieldsRetrieves agent field definitions.
List Agent RolesRetrieves agent roles.
List AgentsRetrieves agents.
List Asset ComponentsRetrieves components of an asset.
List Asset Type FieldsRetrieves fields for an asset type.
List Asset TypesRetrieves asset types.
List AssetsRetrieves assets.
List Canned Response FoldersRetrieves a list of canned-response folders.
List Canned ResponsesRetrieves a list of canned responses.
List Canned Responses in FolderRetrieves canned responses in a folder.
List Change FieldsRetrieves change form fields.
List Change NotesRetrieves notes on a change.
List ChangesRetrieves changes.
List ConversationsRetrieves conversations on a ticket.
List Department FieldsRetrieves department field definitions.
List DepartmentsRetrieves departments.
List GroupsRetrieves agent groups.
List LocationsRetrieves locations.
List Problem FieldsRetrieves problem form fields.
List Problem NotesRetrieves notes on a problem.
List ProblemsRetrieves problems.
List ProductsRetrieves products.
List Release FieldsRetrieves release form fields.
List Release NotesRetrieves notes on a release.
List ReleasesRetrieves releases.
List Requester FieldsRetrieves requester field definitions.
List Requester Group MembersRetrieves members of a requester group.
List Requester GroupsRetrieves requester groups.
List RequestersRetrieves requesters.
List SoftwareRetrieves a list of software applications.
List Software InstallationsRetrieves installations of a software application.
List Ticket FieldsRetrieves ticket form fields.
List Ticket TasksRetrieves tasks on a ticket.
List Ticket Time EntriesRetrieves time entries on a ticket.
List TicketsRetrieves tickets in the service desk.
Search ReleasesSearches releases with a query.
Search TicketsSearches tickets with a query.
Add Requester to GroupAdds a requester to a requester group.
Convert Agent to RequesterConverts an agent into a requester.
Convert Requester to AgentConverts a requester into an agent.
Create AgentCreates an agent.
Create AssetCreates an asset.
Create Asset ComponentCreates a component on an asset.
Create Asset TypeCreates an asset type.
Create ChangeCreates a change.
Create Change NoteCreates a note on a change.
Create Child TicketCreates a child ticket under a parent.
Create DepartmentCreates a department.
Create GroupCreates an agent group.
Create LocationCreates a location.
Create NoteCreates a note on a ticket.
Create ProblemCreates a problem.
Create Problem NoteCreates a note on a problem.
Create ProductCreates a product.
Create ReleaseCreates a release.
Create Release NoteCreates a note on a release.
Create ReplyCreates a reply on a ticket.
Create RequesterCreates a requester.
Create Requester GroupCreates a requester group.
Create SoftwareCreates a software application.
Create TicketCreates a new ticket.
Create Ticket TaskCreates a task on a ticket.
Create Ticket Time EntryCreates a time entry on a ticket.
Deactivate AgentDeactivates an agent.
Deactivate RequesterDeactivates a requester.
Delete AssetDeletes an asset.
Delete Asset PermanentlyPermanently deletes an asset.
Delete Asset TypeDeletes an asset type.
Delete ChangeDeletes a change.
Delete Change NoteDeletes a change note.
Delete ConversationDeletes a ticket conversation.
Delete Conversation AttachmentDeletes an attachment from a conversation.
Delete DepartmentDeletes a department.
Delete GroupDeletes an agent group.
Delete LocationDeletes a location.
Delete ProblemDeletes a problem.
Delete Problem NoteDeletes a problem note.
Delete ProductDeletes a product.
Delete ReleaseDeletes a release.
Delete Release NoteDeletes a release note.
Delete Requester GroupDeletes a requester group.
Delete SoftwareDeletes a software application.
Delete TicketDeletes a ticket.
Delete Ticket AttachmentDeletes an attachment from a ticket.
Delete Ticket TaskDeletes a ticket task.
Delete Ticket Time EntryDeletes a ticket time entry.
Forget AgentPermanently forgets an agent.
Forget RequesterPermanently forgets a requester.
Make an API CallPerforms an arbitrary authorized API call.
Merge RequestersMerges requester records.
Move AssetMoves an asset to another workspace.
Move ChangeMoves a change to another workspace.
Move ProblemMoves a problem to another workspace.
Move ReleaseMoves a release to another workspace.
Move TicketMoves a ticket to another workspace.
Reactivate AgentReactivates a deactivated agent.
Remove Requester from GroupRemoves a requester from a requester group.
Restore AssetRestores a deleted asset.
Restore ProblemRestores a deleted problem.
Restore ReleaseRestores a deleted release.
Restore TicketRestores a deleted ticket.
Update AgentUpdates an existing agent.
Update AssetUpdates an existing asset.
Update Asset ComponentUpdates an asset component.
Update Asset TypeUpdates an asset type.
Update ChangeUpdates an existing change.
Update Change NoteUpdates a change note.
Update ConversationUpdates a ticket conversation.
Update DepartmentUpdates a department.
Update GroupUpdates an agent group.
Update LocationUpdates a location.
Update ProblemUpdates an existing problem.
Update Problem NoteUpdates a problem note.
Update ProductUpdates a product.
Update ReleaseUpdates an existing release.
Update Release NoteUpdates a release note.
Update RequesterUpdates an existing requester.
Update Requester GroupUpdates a requester group.
Update SoftwareUpdates a software application.
Update TicketUpdates an existing ticket.
Update Ticket TaskUpdates a ticket task.
Update Ticket Time EntryUpdates a ticket time entry.

How to integrate Freshservice in automation workflow?

3 simple steps to make your Freshservice connected with other apps in automation workflows on WEXTL. Up to 10 minutes integration set up.

STEP 1

Select Freshservice in workflow

Pick Freshservice app in the workflow builder [4] - just one click to select the app.

STEP 2

Connect Freshservice

When prompted, authorize access to Freshservice in WEXTL once. Freshservice credentials are encrypted and never shared with WEXTL. Authorization will be reused in any future API calls [3].

WEXTL wants to integrate with your Freshservice account. Approve?

STEP 3

Build a workflow

Build your workflow with Freshservice yourself or with WEXTL® AI Builder. Connect Freshservice to any available integrations [5], or use HTTP node to go beyond them.

Freshservice

How Freshservice connects and integrates with WEXTL

Save and approve your credentials once — WEXTL® stores authorization information encrypted and reuses the authentication whenever Freshservice app is called in workflows. That allows your support automations to run without your attention, per defined schedule [7]. Explore documentation [6] for a detailed list of fields that Freshservice supports.

Full Freshservice API documentation

The following table illustrates what fields Freshservice integration require during authorization flow inside our workflow builder [4].

Demonstration of Freshservice connection step inside WEXTL Workflow Builder [4].

Field	Type	Help
DomainRequired	text	Subdomain only — no https:// or .freshservice.com. Example: acme.
API KeyRequired	password	Profile → API Key. Sent as HTTP Basic username with password X.

Connect Freshservice to popular apps on WEXTL

Enter a name of the other app you want to sync with Freshservice below. Click on selected app to explore integration options with Freshservice. If the app you search for is not available in WEXTL yet, you can use HTTP node [10] instead to integrate it directly.

Example automation with Freshservice integration

Select Watch Tickets trigger from Freshservice - this will be a starting point in your automation. Whenever event happens in Freshservice, workflow will start [7] from Watch Tickets node.

Search for Create Child Ticket, connect it as the next step of integration sequence. You can use filters between Watch Tickets and Create Child Ticket, so only important data pass from Watch Tickets to the next step. WEXTL gives you full control over the process of Freshservice automation. All parts of workflow are visible on the canvas [4].

Freshservice on WEXTL has 149 modules for crafting support automations. Explore Freshservice documentation for more.

Freshservice

Watch Tickets

Freshdesk

Performs action

Freshdesk

Triggers

Freshservice

Create Child Ticket

Demonstration of how visual Freshservice automation [6] looks in WEXTL.

Frequently asked questions

Common questions about automating Freshservice in your workflows.

Freshservice has 4 triggers, including "Watch Changes (Polling)", "Watch Problems (Polling)", and "Watch Tickets", and more. Triggers are start points of the workflow, and automations may start from them.

Integration has 145 actions, including "Get Agent", "Get Agent Role", and "Get Asset", and more. Refer to our Freshservice Documentation for detailed inputs and outputs.

No. Most automations are built visually on the canvas by picking triggers, actions, and mapping fields. You can add custom JavaScript with Functions when advanced logic is needed — but our customers do that in rare cases [4].

Yes. Connections are authenticated per account, credentials are encrypted at rest, and you can enforce approvals and team-level access controls on any automation.

The Freshservice integration on WEXTL runs directly on its vendor public API — every field name, authentication method, and rate limit is controlled by Freshservice official API and covered in documentation [3]. WEXTL handles the request signing and pagination for you.

Absolutely. Where Freshservice provides native webhooks, you can use instant triggers to eliminate polling delay. For custom webhooks, WEXTL offers Custom Webhook node, so you can start automation whenever Freshservice or any other service sends event to webhook URL.

WEXTL is an AI-first visual canvas. The platform allows you to describe automation in plain text — and AI will wire nodes for Freshservice inside the workflow builder [4]. You can also use built-in workflow nodes (AI Agent, Human in the Loop, Condition, Aggregate Results) in pair with Freshservice modules to craft complex integration flows with branches, filtering, and conditional logic. There are absolutely no limits of what you can build.

References

List of sources used to gather information about the Freshservice integration.

Freshservice integration source code, module specs and credentials implementation.
Internal Freshservice integration documentation, structured input and output parameters, scopes, and authentication methods.
Official Freshservice vendor API documentation — used to verify field meanings, authentication flows, and anything our own specs don't fully capture.
WEXTL® Visual Workflow Builder, anonymized data from our technical support team.
WEXTL® Apps Library
WEXTL® Freshservice App Documentation
WEXTL® Workflow Scheduler
WEXTL® HTTP node documentation

Freshservice Integration

Supported triggers and actions for Freshservice integration