Integration · Help desk
AI agents for Freshservice
Raise and update IT service desk tickets, find tickets and requesters, and reply or add notes in a Freshservice service desk.
- Actions
- 6
- Read
- 2
- Write
- 4
Actions
What your agents can do in Freshservice
6 actions. Each one is a tool your agents can call and a step your workflows can run.
Read 2
Look things up. Nothing changes.
Find tickets
Finds tickets with a Freshservice filter query over ticket fields, like status:2 AND priority:4, agent_id:null, email:'jane@example.com', tag:'vpn' or created_at:>'2026-09-01'.
Find requesters
Finds the people who raise tickets, by exact email, or by a filter query over requester fields like primary_email:'jane@example.com', department_id:12.
Write 4
Create, change or send.
Create a ticket
Raises a ticket (an incident) for a requester given by email.
Update a ticket
Changes a ticket by its ID: status, priority, urgency, impact, subject, description, group, agent, category, tags or custom field values.
Add a note to a ticket
Adds a note (HTML allowed) to a ticket.
Reply to a ticket
Sends a reply (HTML allowed) to the ticket's requester by email and adds it to the conversation, optionally with CC and BCC addresses or from a specific support address.
A person can approve first
Any write action can be set to wait for a person's approval before it runs, so an agent asks before it changes anything.
Connection
How it connects
Connect it once in the console, then give it to the agents and workflows that need it.
Enter the API credentials from your Freshservice account.
What you enter
- API key
Settings
- Freshservice domain
Kept safe
- Credentials are stored encrypted with your organization's own keys.
- They are opened only by the process that makes the call, at the moment it runs, and never go into a prompt or the browser.
- Calls go only to the tool's own servers.
Ideas
Ideas to start with
Starting points made only from the actions above. Mix them with any other tool your agents can use.
- 01
Ask about your Freshservice data
Ask a question in plain words. The agent can find tickets or find requesters in Freshservice, then answers with what it found.
- 02
Let an agent update Freshservice
Have the agent create a ticket or update a ticket in Freshservice as part of a larger task. Turn on approval and a person signs off on each change first.
- 03
Share what it finds in Slack
Give one agent Freshservice and Slack: it can find tickets in Freshservice and post a summary to a Slack channel in the same run.
Works well with
More Help desk tools
- Zendesk4 actionsOpen tickets, reply or add internal notes, read a ticket and search tickets in a Zendesk Support account.
- Freshdesk4 actionsOpen tickets, reply to customers, add private or public notes, and read tickets in a Freshdesk helpdesk.
- Intercom5 actionsCreate and update contacts, add notes to them, and read and reply to conversations in an Intercom workspace.
- Help Scout4 actionsOpen conversations, reply to customers and read conversations in Help Scout inboxes, through an app the organization creates in its own Help Scout account.
- Front4 actionsSend messages from a Front channel, reply in conversations, leave internal comments for teammates, and read conversations.
- Gorgias4 actionsOpen tickets for customers, add internal notes, email replies, and read tickets in a Gorgias helpdesk.
FAQ
Freshservice and MyDeepAgents
Can MyDeepAgents connect to Freshservice?
Yes. The Freshservice connector has 6 actions: 2 read and 4 make changes. Your agents can call them as tools, and your workflows can run them as steps.
How do I connect Freshservice?
Enter the API credentials from your Freshservice account. You'll need: API key. The connection also asks for: Freshservice domain. Credentials are stored encrypted with your organization's own keys and are opened only at the moment of a call.
Can an agent change data in Freshservice without asking?
Only if you let it. Each of the 4 actions that change data can be set to wait for a person's approval before it runs.
Can I use Freshservice in workflows as well as agents?
Yes. Every Freshservice action also works as a step in a workflow, and the same connection serves your agents and your workflows.
Early access
Put Freshservice to work
Connect it in a few minutes, give an agent the actions it needs, and decide which changes wait for a person.