Skip to main content
The Freshservice toolkit lets agents list and search tickets, create and update tickets, work with conversations (notes and replies), and look up groups, agents, and requesters. A custom API call tool covers additional Freshservice v2 endpoints. Authentication uses your Freshservice domain plus an API key (or username/password) saved as a connection. Add it on the agent Toolkits tab and create or select a Freshservice connection.

​
Prerequisites

  • A Freshservice account and domain (for example https://yourcompany.freshservice.com)
  • An API key from Freshservice profile settings (recommended), or username/password
  • An agent you can edit

​
Setup

  1. In Freshservice, copy your API key from profile settings.
  2. Open the agent → Toolkits → add Freshservice.
  3. Create a connection with:
    • Base URL (required)
    • API key, or username + password
  4. Save the agent. @-mention Freshservice tools in the personality prompt for ITSM tasks.

​
Available tools

​
Tickets & conversations

​
People & groups

​
Advanced

​
Use cases

  • Create an incident ticket from a chat report
  • Search open tickets and summarize status
  • Add an internal note or public reply during triage
  • Look up the right group or agent before assignment

​
Tips

  • Status and priority use Freshservice numeric enums — match their API values.
  • Add Reply notifies the requester; use Add Note for internal comments.
  • Prefer API key auth over password when possible.
  • Store credentials in a saved connection — do not put them in the personality prompt.

​
Troubleshooting