Freshservice

Freshservice + Konnectify

Freshservice Integration with Konnectify

Connect Freshservice (ITSM/service desk) to Konnectify to automate tickets, conversations, assets, releases, changes, onboarding/offboarding journeys, and custom objects across your toolstack.

Tickets Assets Changes Problems Releases Contracts People Tasks Time Entries Service Catalog Journeys Locations & Departments Custom Objects 22 Triggers 57 Actions

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→ What is Freshservice? → API & authentication → How to connect → Triggers (22) → Actions (57) → Popular automations → FAQ

What is Freshservice?

Freshservice is a service desk and IT service management (ITSM) platform for handling incidents and service requests, managing assets/CMDB, and running ITIL-aligned processes like changes, problems, and releases.

With Konnectify, you can connect Freshservice to HR, identity, monitoring, and collaboration tools to automate ticket routing, employee journeys (onboarding/offboarding), asset updates, release/change communications, and custom-object driven processes.

New to Freshservice?

Create an account and set up your service desk, catalog, and IT assets.

Explore Freshservice

New to Konnectify?

Use Konnectify’s no-code workflow builder to connect Freshservice with your other apps.

What you can automate

Create and update tickets, notes, and replies.
Sync employee onboarding/offboarding requests and journeys.
Maintain assets and asset-type based records.

Automate change, problem, and release operations.
Track tasks and time entries tied to ITSM items.
Work with custom objects (create, update, find, and trigger on records).

API & authentication

Authentication: API key (Freshservice credentials)

Konnectify connects to Freshservice using your Freshservice domain (subdomain) and an API Key. The API key is used to authenticate requests to the Freshservice REST API for polling triggers and performing actions (create/update/find/delete).

Capabilities covered by this connector:

Tickets and conversations (notes/replies), including requested items on tickets.
Assets, locations, and departments.
Changes, problems, releases, release notes, contracts.
Tasks and time entries associated with ITSM records.
Requesters and agents management.
Journeys and employee onboarding/offboarding workflows.
Custom objects (create/update/find) and triggers on new/updated custom records.
Attachment retrieval (Base64 content) for downstream storage or processing.

Plan limits & rate limits

Freshservice features (for example, certain ITSM modules, Journeys, or Custom Objects) can vary by plan and account configuration. Also, API usage is subject to Freshservice rate limits—use longer polling intervals and avoid unnecessary “Find” calls inside loops when possible.

API reference: Freshservice API documentation

How to connect

Prerequisites

Your Freshservice domain (e.g., your-company).
A Freshservice API Key generated for an agent with access to the modules you plan to automate.
Permission to create/update records in Freshservice (tickets, assets, changes, etc.) as needed.

Add Freshservice to a Workflow

Create a new workflow in Konnectify.
Select Freshservice as your trigger app or action app.

Authorize via API Key

Enter your Domain (subdomain) and API Key when prompted.
Save the connection for reuse across workflows.

Configure the Trigger or Action

Select the trigger/event (for example, New Ticket Created) or an action (for example, Create Ticket).
Map fields from previous steps into Freshservice fields.
For Custom Objects, choose the target object and map the custom fields.

Important

Make sure the API key belongs to an agent who can access the modules you’re automating (for example, Assets, Changes, Releases, Journeys, and Custom Objects). Missing permissions can cause “not found” or “forbidden” errors even when IDs are correct.

Test the Workflow

Run a test with a real ticket/asset/change record, or create a sample record.
Verify field mappings and any ID-based lookups (ticket ID, requester ID, asset ID, etc.).

Activate the Workflow

Turn on the workflow.
Monitor initial runs and adjust polling interval, filters, and mappings as needed.

Triggers 22

Freshservice triggers in Konnectify are polling triggers—Konnectify checks Freshservice at a set interval for new or updated records and then runs your workflow.

Tickets 2 triggers

New Ticket Created

Polls for new tickets created in Freshservice.

Ticket Updated

Polls for tickets that have been updated in Freshservice.

Assets 2 triggers

New Asset Created

Polls for newly created assets in Freshservice.

Asset Updated

Polls for assets that have been updated in Freshservice.

Releases 2 triggers

New Release Created

Polls for newly created releases in Freshservice.

Release Updated

Polls for releases that have been updated in Freshservice.

Contracts 2 triggers

New Contract Created

Polls for newly created contracts in Freshservice.

Contract Updated

Polls for contracts that have been updated in Freshservice.

Changes 2 triggers

New Change Created

Polls for newly created change requests in Freshservice.

Change Updated

Polls for change requests that have been updated in Freshservice.

Problems 2 triggers

New Problem Created

Polls for newly created problems in Freshservice.

Problem Updated

Polls for problems that have been updated in Freshservice.

People 4 triggers

New Requester Created

Polls for newly created requesters in Freshservice.

Requester Updated

Polls for recently updated requesters in Freshservice.

New Agent Created

Polls for newly created agents in Freshservice.

Agent Updated

Polls for recently updated agents in Freshservice.

Journeys 5 triggers

New Onboarding Request

Polls for new onboarding requests created in Freshservice.

New Offboarding Request

Polls for new offboarding requests created in Freshservice.

Updated Onboarding Request

Polls for onboarding requests updated in Freshservice.

Updated Offboarding Request

Polls for offboarding requests updated in Freshservice.

New Journey Request

Polls for new journey requests created in Freshservice.

Custom Objects 2 triggers

New Custom Record

Polls for newly created records in the selected Freshservice Custom Object.

Updated Custom Record

Polls for updated records in the selected Freshservice Custom Object.

Actions 57

Use Freshservice actions to create, update, find, and delete records across ITSM modules, including custom objects and employee journey workflows.

Tickets 9 actions

Create Ticket

Creates a new ticket with required and optional fields.

Update Ticket

Updates the properties of a specific ticket.

Create Child Ticket

Updates the properties of a specific ticket.

Get Requested Items In ticket

Retrieves requested items associated with a given Ticket ID.

Find Ticket

Retrieves the complete details of a single ticket using its unique ID.

Delete Ticket

Permanently deletes a specific ticket from Freshservice.

Create Service Request

Places a request for a specific service catalog item, filling out its associated form.

Create Child Service Request

Places a request for a specific service catalog item, linking it as a child to a parent ticket.

Update Service Request Item

Updates the status and custom fields of a specific requested item linked to a ticket.

Conversations 6 actions

Create Bulk Note in Ticket

Adds a bulk note (conversation) to a specified ticket. The note can be marked as private and can notify specific email addresses.

List All Notes In Ticket

Lists all notes (conversations) associated with a specified ticket.

Create Note in Ticket

Adds a note (conversation) to a specified ticket. The note can be marked as private and can notify specific email addresses.

Update Note in Ticket

Updates the body of a specific note (conversation) within a ticket.

Create Reply to Ticket

Adds a reply (conversation) to a specified ticket. Can include CC/BCC recipients and file attachments.

Delete Note in Ticket

Permanently deletes a note/conversation using its unique ID.

Assets 7 actions

Find Assets By Asset Type

Retrieves all assets that belong to a given Asset Type ID.

Create Asset

Creates a new asset based on a selected asset type.

Update Asset

Updates an existing asset based on the selected asset ID.

Find Asset

Retrieves details of an asset using its unique ID or Name.

Delete Asset

Deletes an asset from Freshservice.

Restore Asset

Restores a previously deleted asset in Freshservice.

Get Attachment Content

Fetches a specific attachment by its ID and returns its content as a Base64 string.

Locations & Departments 8 actions

Create Location

Creates a new location in Freshservice.

Update Location

Updates an existing location in Freshservice.

Find Location

Retrieves location details using its ID or Name.

Delete Location

Deletes a location from Freshservice.

Create Department

Creates a new Department with default and custom fields.

Find Department

Retrieves the details of a single department using either their unique ID or Name address.

Update Department

Updates an existing department's default and custom fields.

View Service Item

Retrieves the complete details of a single service catalog item using its unique ID.

Changes, Problems, Releases & Contracts 16 actions

Create Release

Creates a new release record with associated details and custom fields.

Update Release

Updates an existing release record with new details and custom field values.

Find Release

Retrieves the complete details of a single release using its unique ID.

Delete Release

Permanently deletes a release using its unique ID.

Create Release Note

Adds a note to a release and can notify specified email addresses.

Update Release Note

Updates the body of an existing note on a release.

Find Release Note

Retrieves the details of a single note on a release.

Delete Release Note

Permanently deletes a note from a release using its ID.

Create Change

Creates a new change record with associated details and custom fields.

Find Change

Retrieves the complete details of a single change request using its unique ID.

Update Change

Updates an existing change record with new details and custom field values.

Delete Change

Permanently deletes a change request using its unique ID.

Create Problem

Creates a new problem record with associated details and custom fields.

Find Problem

Retrieves the complete details of a single problem using its unique ID.

Update Problem

Updates an existing problem record with new details and custom field values.

Delete Problem

Permanently deletes a problem record using its unique ID.

Create Contract

Creates a new contract with details like vendor, cost, dates, and custom fields.

Find Contract

Retrieves the complete details of a single contract using its unique ID.

Update Contract

Updates a contract with new details such as vendor, cost, dates, or custom fields.

Approve Contract

Marks a contract as approved using its unique ID.

Tasks 4 actions

Create Task

Creates a new task linked to a parent Freshservice item (Ticket, Problem, Change, or Release).

Update Task

Updates an existing task linked to a Ticket, Problem, Change, or Release.

Find Task

Retrieves the details of a single task belonging to a specific parent item (Ticket, Problem, etc.).

Delete Task

Permanently deletes a task belonging to a specific parent item (Ticket, Problem, etc.).

Time Entries 4 actions

Create Time Entry

Creates a new time entry linked to a parent Freshservice item.

Update Time Entry

Updates an existing time entry on a Ticket, Problem, Change, or Release.

Find Time Entry

Retrieves the details of a single time entry from a specific parent item.

Delete Time Entry

Permanently deletes a time entry from a specific parent item.

People 6 actions

Create Requester

Creates a new requester with default and custom fields.

Find Requester

Retrieves the details of a single requester using either their unique ID or email address.

Update Requester

Updates an existing requester's default and custom fields.

Create Agent

Creates a new agent with specified roles, departments, and custom field information.

Find Agent

Retrieves the details of a single agent using either their unique ID or email address.

Update Agent

Updates an existing agent's details, including roles, departments, and custom fields.

Journeys 8 actions

Create Employee Onboarding Request

Creates a formal request to onboard a new employee, triggering associated workflows.

View Onboarding Request

Retrieves complete information for a single employee onboarding request by its ID.

Create Employee Offboarding Request

Creates a formal request to offboard a departing employee, triggering associated workflows.

View Offboarding Request

Retrieves complete information for a single employee offboarding request by its ID.

Create Journey

Create a new journey request.

View Journey

View a journey request.

Update Journey Activity

Update a journey request.

Delete Journey

Delete a journey request.

Custom Objects 3 actions

Create Custom Object Record

Creates a new record with custom fields for the selected Custom Object.

Update Custom Object Record

Updates an existing record's custom fields in the selected Custom Object.

Find Custom Object Record

Retrieves a record from a Custom Object using its 'bo_display_id' (Record ID).

Popular automations

Auto-triage new tickets and add an internal note

When a new ticket is created, enrich it with context from other systems (asset owner, location, on-call rotation) and add an internal note for agents.

New Ticket Created → Create Note in Ticket → Update Ticket

Keep the CMDB current when assets change

When an asset is updated (e.g., reassigned to a user or moved to a location), sync updates to downstream tools or add audit notes to linked tickets.

Asset Updated → Find Asset → Update Asset

Create operational tasks when a change is raised

When a new change request is created, automatically create tasks for reviewers/implementers and track time entries as work is performed.

New Change Created → Create Task → Create Time Entry

Drive workflows from Custom Object records

When a custom record is created or updated (for example, an onboarding checklist item), automatically create or update a ticket and keep the custom record in sync.

Updated Custom Record → Create Ticket → Update Custom Object Record

FAQ

How does Konnectify authenticate with Freshservice?

This integration uses API Key authentication. You provide your Freshservice Domain (subdomain) and an API Key from a Freshservice agent. Konnectify uses these credentials to call the Freshservice REST API for triggers (polling) and actions.

Which Freshservice plans are supported?

Konnectify works with Freshservice accounts that provide API access to the required modules. Some functionality (for example, Journeys or Custom Objects) may be plan- or configuration-dependent. If an endpoint is unavailable in your plan, the related action/trigger may fail with a permission or “not found” error.

Are Freshservice triggers polling or webhook-based?

All triggers in this connector are polling triggers. Konnectify periodically checks Freshservice for newly created or updated records and runs your workflow when it detects changes. Polling frequency affects how quickly automations run and your overall API usage.

How do I prevent duplicates?

This connector does not provide a dedicated “upsert” action. To avoid duplicates, use a pattern like: Find (Ticket/Asset/Requester/Agent/Custom Object Record) → if found then Update, else Create. For polling triggers, keep Konnectify’s cursor/deduplication enabled and avoid workflows that re-write the same record repeatedly.

What happens if Freshservice rate limits are reached?

If Freshservice returns rate-limit responses, workflow runs may slow down or retry depending on your Konnectify settings. To reduce risk, increase polling intervals, minimize repeated “Find” calls inside loops, and batch downstream operations where possible.

Can I connect multiple Freshservice accounts (domains) in Konnectify?

Yes. Create a separate Konnectify connection per Freshservice domain/API key pair. This is helpful if you manage multiple Freshservice instances (for example, dev/prod or different business units).

How do Custom Objects work in this integration?

Custom Objects support both polling triggers (New/Updated Custom Record) and record-level actions (Create/Update/Find). For “Find Custom Object Record”, the connector retrieves a record using its bo_display_id (Record ID). Ensure your API key has access to Custom Objects and that you select the intended object when configuring the step.

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