Freshservice

Version: 1.6
Updated: Sept 11, 2024

Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal, and knowledge-base.

Actions

• Create Ticket (Notification) - Create a new ticket in your service desk.
• Get Tickets (Enrichment) - List all tickets with filter options.
• View Ticket (Enrichment) - View details of a ticket.
• Update Ticket (Notification) - Change the parameters of a ticket.
• Delete Ticket (Containment) - Delete an existing ticket.
• Add Reply (Notification) - Add a replay to a conversation.
• Get Agents (Enrichment) - View information about all agents in the account.
• Get Requesters (Enrichment) - Get a list of all requesters in the account.
• Get Ticket Conversations (Enrichment) - Get all conversations of a Ticket.
• Create Note (Notification) - Add a new note to a ticket.
• Get Groups (Enrichment) - Get a list of all available groups.
• List Canned Response Folders (Enrichment) - List all the Canned Response Folders that are present in the account.
• Get Canned Response Folder (Enrichment) - Show a Canned Response Folder.
• Show Canned Response (Enrichment) - Show a specific Canned Response.
• Get Canned Responses In Folder (Enrichment) - Lists all the Canned Responses that are present in the folder.
• Freshservice Tickets Daemon (Enrichment) - Automatically retrieves new tickets. If the value for updated since is not populated, it will return the tickets updated since 30 days before.

Freshservice configuration

1. Login to your Freshservice Support Portal.
   
2. Go to Profile settings Page. Your API key will be available below the change password section to your right. Copy the API KEY.
   

Configure Freshservice in Automation Service and Cloud SOAR

Before you can use the integration, you must configure it so that the vendor can communicate with Sumo Logic. For general guidance, see Configure Authentication for Integrations.

1. Access App Central and install the integration.
2. Select the installed integration in the Integrations page.
   Classic UI. In the main Sumo Logic menu, select Automation and then select Integrations in the left nav bar.
   New UI. In the main Sumo Logic menu, select Automation > Integrations. You can also click the Go To... menu at the top of the screen and select Integrations.
3. Select the integration.
4. Hover over the resource name and click the Edit button that appears.
   
5. In the Add Resource dialog, enter the authentication needed by the resource. When done, click TEST to test the configuration, and click SAVE to save the configuration.

For information about Freshservice, see Freshservice documentation.

Category

Ticketing System

Change Log

• April 4, 2022 - First upload
• June 24, 2022 - Daemon action added
• June 29, 2022
  • Added new action: Freshservice Tickets Daemon
  • Updated action: Get Tickets
• March 22, 2023 (v1.4)
  • Updated integration: (Updated the integration Fields with Environmental Variables)
• July 11, 2023 (v1.5) - Removed leading/trailing spaces
• Sept 11, 2024(v1.6) - Updated the Update Ticket action