Freshservice

Connect Furl to Freshservice using an API key to track and create tickets, change requests, and notes for remediation work.

Description

The Freshservice integration lets Furl track remediation work in your existing IT service management workflow. Furl imports tickets and workspaces from Freshservice and can open tickets, file change requests, and add notes to either as remediations progress.

Configuration Steps

1. Generate an API key

   • Sign in to your Freshservice account.
   • Click your profile icon (top right) and choose Profile Settings.
   • In the right sidebar, find Your API Key and copy it. (You may need to click View API Key and reauthenticate.)

2. Identify your Freshservice domain

   This is the subdomain in your Freshservice URL. If your URL is https://acme.freshservice.com, your domain is acme.

Required Configuration

Provide the following in Furl:

• API Key — The Freshservice API key for the user the integration should act as.
• Domain — Your Freshservice subdomain (e.g., acme for https://acme.freshservice.com).

We recommend using a dedicated integration account (not a real employee’s account) so the integration doesn’t break if that person leaves the company.

Supported Capabilities

Datasources

• Tickets → Retrieve tickets from Freshservice.
• Workspaces → Retrieve workspaces from Freshservice.

Actions

Tickets:

• Create Ticket → Create a ticket with a subject, description, requester email, and priority (low, medium, high, urgent).
• Add Note to Ticket → Add a note (HTML supported) to an existing ticket by ID.
• Update Note on Ticket → Update an existing note on a ticket by ticket ID and note ID.

Change requests:

• Create Change Request → Create a change request with a subject, description, requester email, and priority.
• Add Note to Change Request → Add a note (HTML supported) to a change request.
• Update Note on Change Request → Update an existing note on a change request.

Troubleshooting

• If Furl returns 401 or 403, the API key is invalid or the user doesn’t have permission for the action you’re attempting.
• The API key acts as the user that owns it. Permissions on tickets, workspaces, and change requests are scoped to that user — make sure they have access to the resources Furl needs to read or modify.
• If the domain is configured incorrectly, requests will hit the wrong tenant or fail DNS lookup. Double-check it matches the URL you sign in to Freshservice with.