Freshservice Connector Documentation

Overview

FreshService is a cloud-based IT Service Management solution. With FreshService, businesses can manage major IT incidents, get on-call management, track service health, and more.

Leena AI integrates with FreshService via REST APIs. They allow you to perform 'RESTful' operations such as reading, modifying, adding or deleting data from your service desk.

Prerequisites

Before setting up the Freshservice connector, ensure you have:

Access to your Freshservice Support Portal as an agent or admin
Ability to access Profile settings and generate API key
Access to your Leena AI workspace with connector management permissions

Setting Up the Connector

Step 1: Generate API Key in Freshservice

Log in to your Freshservice Support Portal as an agent or admin
Click your profile picture in the upper-right corner of the page
Go to Profile settings from the dropdown menu
On the right side, complete the CAPTCHA if prompted to reveal the API key
Copy your API key and save it securely for the next step

Step 2: Configure Connector in Leena AI

Log in to your Leena AI workspace
Navigate to Settings > Integrations
Search for "Freshservice" and select it from the list
Click to add a new Freshservice connector

Step 3: Enter Authentication Details

The Freshservice connector uses Basic Authentication. Provide the following information:

Parameter	Description	Source
API Key	Your Freshservice API key	From Step 1

Step 4: Save Configuration

Paste the API key into the "API Key" field while setting up the connector
Click Save to complete the connector setup
The connector will be ready to use

Permissions and Scopes

Available Actions

Ticket Management

Create Ticket

This action is used to create an Incident ticket in FreshService. Leena AI automates the creation of IT support tickets in Freshservice by collecting issue details from users and generating tickets with all necessary information.

Input Fields:

Field Name	Description	Example
Description	Explain the description of the ticket/issue	Salary less this month
Subject, Phone, Email	Provide a subject line of the ticket with phone and email	June Salary less
Category	Please provide a Category / Subcategory for the ticket	HR/ Payroll

Update a Ticket

This action is used to update a ticket record with a given ticket id in FreshService. Post a ticket ID is provided, all the fields render which can be updated with the new values.

Input Fields:

Field Name	Description	Example
Description	Explain the description of the ticket/issue	Salary less this month
Subject, Phone, Email	Provide a subject line of the ticket with phone and email	June Salary less
Category	Please provide a Category / Subcategory for the ticket	HR/ Payroll

Use Case: An employee can request Virtual Assistant to update the existing details of the ticket raised by it before.

Agent Management

Create an Agent

This action is used to create an Agent in FreshService. An agent in FreshService is a user who provides technical assistance and customer support. They can be full-time or occasional, depending on the needs of the organization.

Input Fields:

Field	Description	Example
First name	The name of the agent. This reflects as a display name for the user/agent. This is a mandatory field.	John Doe
Email	The unique attribute associated with each agent is Email. This is a mandatory field.	[email protected]
Other custom fields/attributes	Specific to the Organization, other custom attributes would render such as, Address, Office Location, Contact details etc. These attributes basis the configuration, can be mandatory or non-mandatory	-

Use Case: Leena AI facilitates the onboarding process by creating new agent profiles in FreshService, assigning roles and permissions based on the provided information.

Service Request Management

Create a Service Request

This action is used to create a service request in FreshService. Leena AI streamlines the process of submitting service requests in Freshservice, capturing user requirements and routing them to the appropriate IT team for action. Example: Ordering a laptop or an IT accessory.

Input Fields:

Field Name	Description	Example
Item Display Id	Select the product/ service for the request	Laptop issue
Email id of requester	Email id of the requester	[email protected]
Quantity	Enter the quantity to be issued	"1"

Use Cases

Create, Update and Get status of tickets/service requests raised via Leena AI Assistant

This connector allows you to setup workflows which enables user to create, update delete or get status of their tickets via natural language using Leena AI assistant.

Provision or De-provision users at the time of onboarding / off-boarding

Provision for users to be able to add comments on the ticket via Leena AI's virtual assistant which will be reflected to Fresh service portal.

Troubleshooting

Authentication Issues

Problem: Unable to authenticate with Freshservice

Solutions:

Verify that the API key is entered correctly
Ensure you have completed the CAPTCHA to reveal the API key
Check that your Freshservice account has agent or admin privileges
Regenerate the API key if necessary and update the connector configuration

Permission Errors

Problem: Actions fail due to insufficient permissions

Solutions:

Verify that the authenticated user has appropriate permissions in Freshservice
Check that the agent role has access to perform the required operations

Best Practices

Security: Store API key securely and never share it publicly
Testing: Test the connector with non-production data before deploying to production
Monitoring: Regularly review connector usage and permissions
Documentation: Keep track of custom fields and categories for easier workflow configuration

Support

For additional assistance with the Freshservice connector:

Contact your Leena AI support team
Refer to Freshservice API documentation for platform-specific questions
Check connector logs in Leena AI for debugging information

API Rate Limits

Be aware of Freshservice's API rate limits when configuring automated workflows. Plan your automation frequency accordingly to avoid hitting rate limits.