Overview

The Freshservice connector enables your AI Colleagues to integrate with your organization's Freshservice platform, facilitating automated IT service management, ticket creation, problem management, change management, and service catalog workflows.

Freshservice is a cloud-based IT Service Management (ITSM) solution developed by Freshworks that enables organizations to simplify their IT operations. The solution offers features including a ticketing system, self-service portal, knowledge base, asset management, and change management. The Freshservice connector allows Leena AI to automate ITSM workflows, manage tickets, handle service requests, and interact with the platform seamlessly.

API Details

Leena AI integrates with Freshservice via REST APIs.

Documentation link: https://api.freshservice.com/v2/

Setup

The Freshservice connector uses API Key authentication with Basic Access Authorization.

Prerequisites

Before setting up the Freshservice connector, ensure you have:

• Administrator access to your Freshservice account
• A Freshservice agent account with appropriate permissions
• API access enabled for your Freshservice instance
• Access to your Leena AI workspace with connector management permissions

Get credentials

Here is how to obtain your API key from Freshservice:

1. Log in to your Freshservice Support Portal (Ensure you're signed in as an agent with API access permissions).
2. Access Profile Settings:
   1. Click on your profile picture on the top right corner of your portal
   2. Select "Profile settings" from the dropdown menu
3. Locate Your API Key:
   1. Your API key will be available below the "Delegate Approvals" section on the right side of the page
   2. Complete the CAPTCHA verification if prompted
4. Copy and Secure Your API Key:
   1. Copy the API key and store it securely
   2. This key will be used for authentication with Leena AI

Note: If your API key is disabled, contact your Freshservice administrator. API access can be enabled under Admin → General Settings → Security → API Access. The administrator may need to enable the "API key" toggle in your agent profile permissions.

Add connection

Here is how to add a connection on Leena AI:

1. Log in to your Leena AI workspace
2. Navigate to Settings > Integrations
3. Search for "Freshservice" and select it from the list to add its new connector
4. Start configuring the connector
   1. Base URL: Your Freshservice instance URL (e.g., https://yourdomain.freshservice.com)
   2. Auth Type: Select "API Key Auth"
   3. API Key: Your Freshservice API key obtained from profile settings
5. Save Configuration
   1. Click Save to store the connector configuration
   2. The connector will validate the credentials and establish the connection
   3. Upon successful validation, the connector will be ready for use

Actions

The following actions are supported for the Freshservice connector:

Create A Ticket

Creates a new incident ticket in Freshservice. The Agent can leverage the skill (workflow), which has been designed to create a new ticket in Freshservice, once the user raises a query to do so.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

{
  "description": "Unable to access email on laptop",
  "subject": "Email Access Issue",
  "email": "[email protected]",
  "department_id": 21000097763,
  "priority": 2,
  "status": 2,
  "group_id": 21000478053,
  "category": "Hardware",
  "sub_category": "Laptop",
  "custom_fields": {
    "asset_tag": "LAPTOP-001"
  }
}

Response

Upon successful creation, the action returns the created ticket details including:

• Ticket ID
• Ticket URL
• Created timestamp
• Requester details
• Assignment information

View A Ticket

Retrieves the details of a specific ticket from Freshservice. This action can be leveraged by Leena AI Orchestrator/Agent to view ticket information and status.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Here is a sample JSON input:

{
  "ticketId": 1
}

Response

The action returns the ticket details including:

• Ticket ID
• Subject and description
• Status and priority
• Requester information
• Assigned agent/group
• Created and updated timestamps
• Custom field values

View All Tickets

Retrieves a list of all tickets from Freshservice. This action can be leveraged by Leena AI Orchestrator/Agent to list all tickets in the service desk.

Input Parameters

This action does not require any input parameters. It retrieves all tickets accessible to the authenticated user.

Response

The action returns a list of tickets, each containing:

• Ticket ID
• Subject
• Status and priority
• Requester information
• Created and updated timestamps

Update A Ticket

Updates an existing ticket in Freshservice. The Agent can leverage the skill (workflow), which has been designed to modify an existing ticket in Freshservice, once the user provides the ticket details to be updated. Here are some common use cases:

• Status Updates: Change ticket status from Open to Resolved
• Priority Changes: Escalate or de-escalate ticket priority
• Reassignment: Assign ticket to different agent or group
• Add Information: Update description or custom fields
• Category Changes: Modify ticket classification

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

{
  "ticketId": 1,
  "status": 4,
  "priority": 3,
  "resolution_notes": "Issue resolved by reinstalling email client"
}

Response

Upon successful update, the action returns the updated ticket details including:

• Updated ticket properties
• Modification timestamp
• Updated status information

Delete A Ticket

Deletes an existing ticket from Freshservice. The Agent can leverage the skill (workflow), which has been designed to remove a ticket from Freshservice, once the user specifies the ticket to be deleted. Here are some common use cases:

• Remove Duplicates: Delete duplicate ticket entries
• Cleanup: Remove test or spam tickets
• Data Management: Delete tickets that are no longer relevant

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Here is a sample JSON input:

{
  "ticketId": 1
}

Response

Upon successful deletion, the action returns:

• Confirmation of successful deletion
• HTTP status code

Filter Tickets

Searches and filters tickets in Freshservice using query parameters. This action can be leveraged by Leena AI Orchestrator/Agent to find specific tickets based on criteria.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Here is a sample JSON input:

{
  "query": "status:2 AND priority:4"
}

Response

The action returns a filtered list of tickets matching the query criteria.

Create An Agent

Creates a new agent in Freshservice. The Agent can leverage the skill (workflow), which has been designed to onboard a new support agent in Freshservice.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

{
  "email": "[email protected]",
  "first_name": "John",
  "last_name": "Smith",
  "job_title": "IT Support Specialist",
  "department_ids": [21000097763],
  "time_zone": "Asia/Kolkata"
}

Response

Upon successful creation, the action returns the created agent details including:

• Agent ID
• Agent profile information
• Role assignments

Deactivate An Agent

Deactivates an existing agent in Freshservice. The Agent can leverage the skill (workflow), which has been designed to offboard a support agent from Freshservice.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Here is a sample JSON input:

{
  "agentId": 21000478054
}

Response

Upon successful deactivation, the action returns confirmation of the agent deactivation.

Filter Agents

Searches and filters agents in Freshservice using query parameters. This action can be leveraged by Leena AI Orchestrator/Agent to find specific agents based on criteria.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Here is a sample JSON input:

{
  "query": "department_id:21000097763"
}

Response

The action returns a filtered list of agents matching the query criteria.

Get Requester ID From Email

Retrieves a Freshservice requester's ID using their email address. This action is useful for linking incoming requests to the correct user profile.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

{
  "email": "[email protected]",
  "includeAgents": true
}

Response

The action returns the requester details including:

• Requester ID
• User profile information

Create A Problem

Creates a new problem record in Freshservice. The Agent can leverage the skill (workflow), which has been designed to create a new problem for root cause analysis in Freshservice.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

{
  "requester_id": 21000478054,
  "description": "Multiple users experiencing slow network connectivity in Building A",
  "priority": 3,
  "status": 1,
  "impact": 2,
  "subject": "Network Slowdown in Building A",
  "due_by": "2025-09-15T17:00:00Z",
  "category": "Network",
  "known_error": false
}

Response

Upon successful creation, the action returns the created problem details including:

• Problem ID
• Problem URL
• Created timestamp
• Assignment information

Update A Problem

Updates an existing problem record in Freshservice. The Agent can leverage the skill (workflow), which has been designed to modify an existing problem in Freshservice.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

{
  "problemId": 1,
  "status": 3,
  "known_error": true,
  "analysis_fields": {
    "root_cause": "Faulty network switch on Floor 3"
  }
}

Response

Upon successful update, the action returns the updated problem details.

Create A Change

Creates a new change request in Freshservice. The Agent can leverage the skill (workflow), which has been designed to create a new change request for managing IT infrastructure modifications.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

{
  "requester_id": 21000478054,
  "description": "Upgrade production database server from PostgreSQL 14 to PostgreSQL 16",
  "priority": 2,
  "status": 1,
  "impact": 3,
  "risk": 2,
  "change_type": 3,
  "subject": "Database Server Upgrade",
  "planned_start_date": "2025-09-20T02:00:00Z",
  "planned_end_date": "2025-09-20T06:00:00Z",
  "category": "Database",
  "impacted_services": {
    "primary_ids": [21000478000]
  }
}

Response

Upon successful creation, the action returns the created change details including:

• Change ID
• Change URL
• Created timestamp
• Approval workflow status

Update A Change

Updates an existing change request in Freshservice. The Agent can leverage the skill (workflow), which has been designed to modify an existing change request in Freshservice.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

{
  "changeId": 1,
  "status": 6,
  "custom_fields": {
    "implementation_notes": "Upgrade completed successfully with zero downtime"
  }
}

Response

Upon successful update, the action returns the updated change details.

Create A Service Request

Creates a new service request from the service catalog in Freshservice. The Agent can leverage the skill (workflow), which has been designed to submit a service request from the catalog.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

{
  "displayId": 1,
  "email": "[email protected]",
  "quantity": 1,
  "requested_for": "[email protected]",
  "custom_fields": {
    "laptop_type": "MacBook Pro 14",
    "memory": "32GB"
  }
}

Response

Upon successful creation, the action returns the created service request details including:

• Service Request ID
• Request URL
• Status
• Approval workflow (if applicable)

Cancel An Approval

Cancels a pending approval for a ticket in Freshservice. The Agent can leverage the skill (workflow), which has been designed to cancel an approval request.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Here is a sample JSON input:

{
  "ticketId": 1,
  "approvalId": 21000478100
}

Response

Upon successful cancellation, the action returns:

• Confirmation of approval cancellation
• Updated approval status