Freshservice + Konnectify

Learn how to integrate and use Freshservice with Konnectify to automate IT service management and internal operations workflows.

What is Freshservice?

Freshservice is a cloud-based IT Service Management (ITSM) platform that helps organizations manage internal IT operations and employee support from a single unified system. It enables IT teams to handle incidents, service requests, changes, and assets efficiently, streamline workflows using automation, follow ITIL best practices, and deliver faster, more reliable support experiences across the organization.

Why integrate Freshservice via Konnectify?

By integrating Freshservice with Konnectify, you can automate IT service management workflows and eliminate repetitive manual tasks without writing code. Konnectify allows Freshservice to connect with other business applications so that incident data, service requests, asset updates, and employee information flow automatically between systems, ensuring seamless coordination across your IT and operations tools.

What You Can Do with Freshservice in Konnectify?

When Freshservice is connected to Konnectify, you can build powerful automations such as:

• Automatically create incidents or service requests from other apps or monitoring systems
• Update incident status, priority, category, or assignee based on external events
• Sync employee data with HR systems or internal databases
• Send notifications when incidents, changes, or approvals are created or updated
• Store ticket or asset data in Google Sheets or databases for reporting and analytics
• Trigger follow-up workflows when ticket conditions or SLA statuses change

These automations help reduce manual IT workload, improve resolution times, and keep service data consistent across systems.

Konnectify uses the Freshservice API to securely interact with your Freshservice account. The API allows external platforms to create, read, update, and manage incidents, service requests, problems, changes, and assets programmatically.

• Create and update incidents or service requests
• Retrieve ticket details and activity history
• Manage requesters and agents
• Update status, priority, category, and assignments
• Access asset and configuration item (CI) information
• Manage change and problem records

Freshservice uses API key–based authentication. You can retrieve your API key from your Freshservice profile settings and provide it when creating the connection in Konnectify.

• API access depends on your Freshservice plan and user permissions
• Certain fields are mandatory when creating or updating records
• Rate limits may apply based on your account
• Some modules (like Change or Asset Management) may require specific plan tiers

For detailed API references, parameters, and examples, refer to the official Freshservice API documentation.

Before creating the workflow, ensure you have:

• A valid Freshservice account
• Freshservice API Key
• Access to the Konnectify platform
• Required permissions in both applications

Step 1: Connect Freshservice in Konnectify

1. Log in to Konnectify
2. Click New on the top-right corner and select Connections
3. Select Freshservice
4. Enter:
   • Connection Name (e.g., my freshservice connection – This name is for reference only and helps distinguish between multiple Freshservice connections within Konnectify)
   • Domain
     Enter your Freshservice account subdomain exactly as shown in your Freshservice URL.
     
     Example:
     if your Freshservice URL is https://konnectify-it.freshservice.com
     enter:
     konnectify-it
   • API Key of Freshservice
5. Click Create Connection

Step 2: Create a New Konnector

1. Click New on the top-right corner and select Konnectors
2. Choose a trigger app (for example: Gmail, Google Forms, Webhook, or Freshservice)
3. Select the required trigger event (such as New Incident, Updated Incident, New Service Request, etc.)
4. Choose the connection and click Continue

Step 3: Add and Configure Freshservice Action

1. Click Action
2. Select Freshservice
3. Choose an action (for example: Create Incident or Create Service Request)
4. Select the Connection and click Continue
5. Fill all mandatory fields such as:
   • Subject
   • Description
   • Priority
   • Status
   • Requester, etc.

Step 4: Value Mapping and Workflow Testing

1. Map dynamic fields from the trigger/action output
2. Use static values only when required
3. Run the workflow using sample data
4. Verify the execution status and response from Freshservice

Step 5: Activate Konnector

Once testing is successful:

1. Save the Konnector
2. Turn the workflow ON
3. Perform a real-time test from the trigger source
4. Confirm that the data is reflected in Freshservice

Automatically Create Incidents from Monitoring Tools

Trigger: Alert from monitoring system (Webhook, Datadog, etc.) • Action: Create Ticket (Incident)

Use case: Automatically create incidents when servers go down or performance thresholds are exceeded.

• Faster incident logging
• No missed alerts
• Centralized issue tracking

Notify Teams When a High-Priority Incident Is Created

Trigger: New Ticket • Action: Send notification (Slack, Email, Teams, etc.)

Use case: Notify IT teams instantly when a High or Urgent incident is created.

• Faster response
• Reduced downtime
• Better SLA compliance

Auto-Assign Tickets Based on Category

Trigger: New Ticket • Action: Update Ticket (Assign to Group/Agent)

Use case: Automatically route tickets to the correct team (Network, Security, HR IT, etc.).

• Eliminates manual routing
• Balanced workload
• Faster resolution

Escalate Overdue Tickets Automatically

Trigger: Ticket Updated (SLA Breached or Pending too long) • Action: Update Ticket / Send Notification

Use case: Escalate incidents that are not resolved within SLA timelines.

• Prevents SLA violations
• Improves accountability
• Keeps stakeholders informed

Automatically Create Change Requests from Approved Tickets

Trigger: Ticket Updated (Status = Approved) • Action: Create Change

Use case: Generate a change record automatically when a service request is approved.

• Enforces ITIL process
• Reduces manual steps
• Improves governance

Automate Employee Onboarding Workflows

Trigger: New Employee Onboarding Request • Action: Create Tasks / Service Requests

Use case: Automatically create IT setup tasks when onboarding is initiated.

• Structured onboarding
• No missed setup steps
• Faster employee readiness

Automate Employee Offboarding Process

Trigger: New Employee Offboarding Request • Action: Create Tasks / Update Asset

Use case: Automatically generate tasks to revoke access and collect company assets.

• Improved security
• Proper asset recovery
• Reduced compliance risks

Sync Asset Records with External Systems

Trigger: Asset Created or Updated • Action: Create or Update Record in Database or External Tool

Use case: Keep asset inventory in sync with finance or procurement systems.

• Accurate asset tracking
• Reduced duplication
• Better audit readiness

Automatically Log Time Entries

Trigger: Ticket Updated or Task Completed • Action: Create Time Entry

Use case: Automatically record time spent when work is completed.

• Accurate time tracking
• Reduced manual logging
• Better reporting

Automatically Create Problem Records for Recurring Incidents

Trigger: Multiple Tickets with Same Category or Condition • Action: Create Problem

Use case: Create a problem record when repeated incidents indicate a root cause issue.

• Enables root cause analysis
• Reduces recurring incidents
• Improves long-term stability

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