> ## Documentation Index
> Fetch the complete documentation index at: https://ai-kb.automationanywhere.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshservice Toolkit

> Manage Freshservice tickets, requesters, agents, and groups — create, update, search, and custom API calls

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

| Tool                  | Description                          |
| --------------------- | ------------------------------------ |
| **Get Tickets**       | Lists tickets.                       |
| **Get Ticket**        | Returns a single ticket.             |
| **Create Ticket**     | Creates a ticket.                    |
| **Update Ticket**     | Updates a ticket.                    |
| **Search Tickets**    | Searches tickets by criteria.        |
| **Get Conversations** | Lists conversations on a ticket.     |
| **Add Note**          | Adds a note to a ticket.             |
| **Add Reply**         | Adds a reply (emails the requester). |

### People & groups

| Tool               | Description                 |
| ------------------ | --------------------------- |
| **Get Groups**     | Lists groups.               |
| **Get Agents**     | Lists agents.               |
| **Get Requesters** | Lists requesters.           |
| **Get Requester**  | Returns a single requester. |

### Advanced

| Tool                | Description                                                                                          |
| ------------------- | ---------------------------------------------------------------------------------------------------- |
| **Custom API Call** | Calls any Freshservice v2 endpoint (assets, problems, changes, and more) with the saved credentials. |

## 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

| Symptom                | What to check                                          |
| ---------------------- | ------------------------------------------------------ |
| Unauthorized           | API key / password and base URL (include `https://`)   |
| Empty ticket list      | Agent permissions and filter criteria                  |
| Create/update rejected | Required fields and status/priority enum values        |
| Custom API fails       | Path, method, and payload against Freshservice v2 docs |

## Related

* [Zoho Desk](/agents/toolkits/zoho-desk)
* [PagerDuty](/agents/toolkits/pagerduty)
* [Toolkits overview](/agents/toolkits/overview)