# Freshservice AI integration on Definable

> Freshservice is a cloud-based IT service management (ITSM) solution with incident management, asset management, and IT service automation capabilities

## What this connects

Freshservice is a cloud-based IT service management (ITSM) solution with incident management, asset management, and IT service automation capabilities

Vendor: https://www.freshworks.com/freshservice/

## Tools available

**9** tools available. First 9:

- `FRESHSERVICE_BULK_UPDATE_TICKETS` — Bulk Update Tickets — Tool to bulk update multiple Freshservice tickets by sequential update calls. Use when you need to update fields across many tickets in absence of a native bulk API.
- `FRESHSERVICE_CREATE_SERVICE_REQUEST` — Create Service Request — Create a service request for a catalog item in Freshservice using the v2 API. The catalog item display_id can be found in Admin > Service Catalog by clicking on an item and checking the URL (e.g., /service_catalog/items/1 means display_id=1).
- `FRESHSERVICE_CREATE_TICKET` — Create Ticket — Tool to create a new ticket. Use when you need to log an incident or service request.
- `FRESHSERVICE_GET_PROBLEM_FORM_FIELDS_BY_WORKSPACE` — Get Problem Form Fields by Workspace — Tool to list problem form fields. Use when you need to retrieve the form fields available for problems in a specific workspace.
- `FRESHSERVICE_GET_RELEASE_FORM_FIELDS` — List Release Form Fields — Tool to list release form fields metadata. Use when you need to fetch release field definitions before building or validating release forms.
- `FRESHSERVICE_GET_TICKET` — Get Freshservice Ticket — Tool to retrieve detailed information about a specific ticket by ID. Use when you need to get full details of a ticket including its status, priority, requester, and other attributes.
- `FRESHSERVICE_LIST_LOCATIONS` — List Freshservice Locations — Tool to list all locations in Freshservice. Use when you need to retrieve paginated location data.
- `FRESHSERVICE_LIST_SERVICE_CATALOG_ITEMS` — List Service Catalog Items — Tool to list all service catalog items in Freshservice. Use when you need to discover available catalog items and their display_ids before creating service requests.
- `FRESHSERVICE_LIST_TICKETS` — List Freshservice Tickets — Tool to list all tickets in Freshservice with optional filtering and pagination. Use when you need to retrieve ticket IDs or search for tickets. By default only tickets created within the past 30 days are returned; use updated_since for older tickets.

## Auth

Auth schemes: `API_KEY`.

## How agents use Freshservice

Inside a Definable workflow, Freshservice is one of the tools the **Distributor specialist** can call. Example coordination patterns:

- **Researcher → Freshservice** — the Researcher (GPT-5.5) pulls context from Freshservice (records, threads, documents), synthesises findings, and briefs the rest of the team.
- **Writer → Distributor → Freshservice** — the Writer (Claude Opus 4.7) drafts copy in brand voice, the Verifier passes it, then the Distributor writes the result into Freshservice (create record, post message, draft email).
- **Designer / Engineer → Distributor → Freshservice** — the Designer ships an asset or the Engineer ships a code change, the Distributor delivers it via Freshservice (attach file, open PR comment, post status).

The Verifier checks every Freshservice call. On rate limit, schema drift, or auth refresh it self-heals and retries — the workflow completes without manual intervention.

## Categories

- customer support — https://definable.ai/apps/category/customer-support/
- it operations — https://definable.ai/apps/category/it-operations/

## Related

- HTML page: https://definable.ai/apps/freshservice/
- Same category (customer support): https://definable.ai/apps/category/customer-support/
- All integrations: https://definable.ai/apps/
- Workflow (multi-agent loop): https://definable.ai/workflow/
- Apps llms.txt index: https://definable.ai/llms-apps.txt