---
title: Freshservice
description: ''
slug: /help/docs/platform-services/automation-service/app-central/integrations/freshservice/
canonical: https://www.sumologic.com/help/docs/platform-services/automation-service/app-central/integrations/freshservice/
---
import useBaseUrl from '@docusaurus/useBaseUrl';

<img src={useBaseUrl('/img/platform-services/automation-service/app-central/logos/freshservice.png')} alt="freshservice" width="80"/>

***Version: 1.9  
Updated: April 29, 2026***

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.<br/><img src={useBaseUrl('/img/platform-services/automation-service/app-central/integrations/freshservice/freshservice-1.png')} style={{border:'1px solid gray'}} alt="freshservice" width="400"/> 
1. Go to Profile settings Page. [Your API key](https://support.freshservice.com/support/solutions/articles/50000000306-where-do-i-find-my-api-key-) will be available below the change password section to your right. Copy the API KEY.<br/><img src={useBaseUrl('/img/platform-services/automation-service/app-central/integrations/freshservice/freshservice-2.png')} style={{border:'1px solid gray'}} alt="freshservice" width="400"/> 

## Configure Freshservice in Automation Service and Cloud SOAR

import IntegrationsAuth from '../../../../reuse/integrations-authentication.md';
import IntegrationCertificate from '../../../../reuse/automation-service/integration-certificate.md';
import IntegrationEngine from '../../../../reuse/automation-service/integration-engine.md';
import IntegrationLabel from '../../../../reuse/automation-service/integration-label.md';
import IntegrationProxy from '../../../../reuse/automation-service/integration-proxy.md';
import IntegrationTimeout from '../../../../reuse/automation-service/integration-timeout.md';

<IntegrationsAuth/>
* <IntegrationLabel/>
* **API URL**. Enter your Freshservice API URL, for example, `https://your-domain.freshservice.com`

* **API Key**. Enter the Freshservice [API key](https://support.freshservice.com/support/solutions/articles/50000000306-where-do-i-find-my-api-key-) you [copied earlier](#freshservice-configuration).
* <IntegrationCertificate/>
* <IntegrationTimeout/>
* <IntegrationEngine/>
* <IntegrationProxy/>

<img src={useBaseUrl('/img/platform-services/automation-service/app-central/integrations/misc/freshservice-configuration.png')} style={{border:'1px solid gray'}} alt="Freshservice configuration" width="400"/> 

For information about Freshservice, see [Freshservice documentation](https://support.freshservice.com/support/solutions#agentguidepage).

## Category

Ticketing System

:::note
Providing an invalid or unauthorized Workspace ID may result in a 400 Bad Request error. Verify that the Workspace ID is correct and accessible to the API user.
:::

## 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
* Dec 30, 2025 (v1.8) - Create and Update Ticket actions now support an optional Workspace ID. Updated existing custom ticket fields.
* April 29, 2026 (v1.9) - Upgraded the `python3_generic` Docker image (Python 3.8) to `python3_12_generic` (Python 3.12) to address Python 3.8 end-of-life and improve security and performance.