The Freshservice connector links assistants directly to a Freshservice account. It supports read and write ITSM operations through the Freshservice API v2.
- The Freshservice account domain, for example
example.freshservice.com
- A personal Freshservice API key
- A Freshservice user with exactly the permissions the connector should use
The connector inherits the permissions of the API key owner. Use a least-privilege user instead of an unrestricted administrator key.
- Enable Freshservice under connectors in the assistant editor.
- Enter the hostname without
https:// under Freshservice Domain.
- Add the personal key from the Freshservice profile settings under API Key.
- Test the connection and enable the methods the assistant needs.
- Search tickets with the Freshservice filter syntax
- Read ticket details including conversations, requester, SLA, tags, department, and linked assets
- Create tickets and update fields such as status, priority, group, agent, or tags
- Add public replies that are visible to the requester and trigger notifications
- Add internal notes that are private by default
- Load selected ticket attachments into the chat context
- Search requesters and read their details
- Search and retrieve assets from the CMDB
- Search solution articles
- List agents, groups, and departments
- Read ticket form fields including account-specific choice values
Status, priority, source, urgency, impact, and custom choice fields use IDs that differ between Freshservice accounts. The assistant therefore reads the ticket form fields first whenever the correct value is not already known.
Ticket attachments are not loaded into the AI context automatically. The connector lists them on the ticket and loads only explicitly selected files through a separate method. Inline images in HTML descriptions are not ingested in the first version.
A public reply is visible to the requester and can trigger notifications. Use a private note for internal work, and enable public replies only where a person can review the content before it is sent.
- Every action is limited by the permissions of the API key owner.
- Account-specific field values must be resolved before write operations.
- Asset links and detail calls use the visible
display_id, not the internal ID.
- Inline images from HTML descriptions are not ingested as attachments.
- The API key is stored as a secret and is not shown in the chat.
- The domain is connection configuration and not a secret.
- Read and write methods can be limited on the assistant and by the organization policy.
- The key can be revoked in Freshservice and then replaced in meinGPT.