The Freshservice toolkit lets agents list and search tickets, create and update tickets, work with conversations (notes and replies), and look up groups, agents, and requesters. A custom API call tool covers additional Freshservice v2 endpoints. Authentication uses your Freshservice domain plus an API key (or username/password) saved as a connection.
Add it on the agent Toolkits tab and create or select a Freshservice connection.
Prerequisites
- A Freshservice account and domain (for example
https://yourcompany.freshservice.com)
- An API key from Freshservice profile settings (recommended), or username/password
- An agent you can edit
Setup
- In Freshservice, copy your API key from profile settings.
- Open the agent → Toolkits → add Freshservice.
- Create a connection with:
- Base URL (required)
- API key, or username + password
- Save the agent.
@-mention Freshservice tools in the personality prompt for ITSM tasks.
Tickets & conversations
| Tool | Description |
|---|
| Get Tickets | Lists tickets. |
| Get Ticket | Returns a single ticket. |
| Create Ticket | Creates a ticket. |
| Update Ticket | Updates a ticket. |
| Search Tickets | Searches tickets by criteria. |
| Get Conversations | Lists conversations on a ticket. |
| Add Note | Adds a note to a ticket. |
| Add Reply | Adds a reply (emails the requester). |
People & groups
| Tool | Description |
|---|
| Get Groups | Lists groups. |
| Get Agents | Lists agents. |
| Get Requesters | Lists requesters. |
| Get Requester | Returns a single requester. |
Advanced
| Tool | Description |
|---|
| Custom API Call | Calls any Freshservice v2 endpoint (assets, problems, changes, and more) with the saved credentials. |
Use cases
- Create an incident ticket from a chat report
- Search open tickets and summarize status
- Add an internal note or public reply during triage
- Look up the right group or agent before assignment
Tips
- Status and priority use Freshservice numeric enums — match their API values.
- Add Reply notifies the requester; use Add Note for internal comments.
- Prefer API key auth over password when possible.
- Store credentials in a saved connection — do not put them in the personality prompt.
Troubleshooting
| Symptom | What to check |
|---|
| Unauthorized | API key / password and base URL (include https://) |
| Empty ticket list | Agent permissions and filter criteria |
| Create/update rejected | Required fields and status/priority enum values |
| Custom API fails | Path, method, and payload against Freshservice v2 docs |