Freshservice

Pull ticket, user, agent, group and more to connect across tools.

Overview

Use the Freshservice integration to identify problems with your tickets, users, agents and groups before they occur. Integrating with Freshservice enables you to build boards that correlate fields within Freshservice and with other connected tools. You can also run actions on fetched data without ever leaving Stitchflow.

Generate API key

To create a new API token, you must be an administrator and API token access must be enabled in your account.

1. Login to your Support Portal

2. Click on your profile picture on the top right corner of your portal

3. Go to Profile Settings

4. Your API key will be available below the Delegate Approvals section to your right

5. Copy the token and paste it somewhere secure

Configure

Enable the Freshservice integration from Connections in the left sidenav. Click Connect and enter your subdomain, email and API key. Before connecting, Freshservice will sync for a few minutes while fetching data. Once connected, you can click the ... menu on the Freshservice integration tile to manage or disconnect the integration.

Manage permissions

Freshservice actions allow you to run operations on fetched data without ever leaving Stitchflow. All actions are enabled by default and will be accessible on every board, but can be disabled by clicking the ... menu and selecting Remove connection.

Please note that disconnecting Freshservice will also permanently delete any boards in which it is used.

Data model

We automatically fetch and relate the following objects from Freshservice resources.

Supported objects

• Agent groups

• Agent roles

• Agents

• Locations

• Products

• Requester groups

• Requesters

• SLA policies

• Service request items

• Tickets

We support the following actions in Freshservice.

Supported actions

• Create ticket

• Create requester

• Create agent

• Create agent group

• Delete ticket

• Delete agent group

• Deactivate requester

• Deactivate agent

• Reactivate requester

• Reactivate agent

• Merge requesters

• Convert requester to agent

• Convert agent to requester

Boards

When building a board, you can select any supported Freshservice resource as your object to indicate the data you want to surface on your board. We automatically determine the primary field for each object. The primary field is meant to be a unique representation of each record in a board.

An object in Stitchflow is a data type that is used to treat several different pieces of data as one unit.

Adding fields

Click Add field to select fields from both within Freshservice and across your other connected tools. We only show fields that can be joined with your chosen object.

Triggering actions

Click Integration actions in the top right of any board to view all available actions across your connected integrations. When selecting an action, you'll be prompted to fill out all required inputs necessary to run the action. Changes and updates made via actions will persist to all boards.

Stitchflow fetches Freshservice data every 24 hours.