Freshservice

customer support 9 tools available

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

Connect Freshservice Visit Freshservice

About this integration

Connect Freshservice to Definable to auto-resolve FAQs with citations, escalate with full context, cluster recurring themes. Personas call Freshservice's 9 tools directly from chat or scheduled flows. Run a support persona on top — the agent resolves what it can, escalates the rest with a clean briefing.

Connect Freshservice to Definable and it becomes a set of typed tools your agents plan with — triggered by events, run on schedules, or invoked mid-conversation. Every write is checked by the verifier before it lands.

Auth OAuth2 · 2 clicks

Tools 9 exposed

Plans All, incl. Free

Data Never trained on

Freshservice · in workflows

What teams actually run.

Three patterns teams run with Freshservice on day one. Each one is a plain-English prompt — no canvas, no glue code — and you can remix them into anything.

Auto-resolve FAQs

│ New ticket arrives

│ Agent matches against knowledge base

└ Sends draft response or auto-resolves with citation

Smart escalation

│ Detect stuck or angry tickets

│ Pull full customer history

└ Hand off with a one-paragraph briefing

Weekly themes

│ Cluster last 7 days of tickets

│ Summarise emerging themes

└ Post to product Slack

9 tools available

The Freshservice toolbox.

Every Freshservice capability your agents can call, each with a typed schema the planner reads. The router picks the right tool per step; the verifier checks the result.

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.

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).

Create Ticket

Tool to create a new ticket. Use when you need to log an incident or service request.

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.

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.

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.

List Freshservice Locations

Tool to list all locations in Freshservice. Use when you need to retrieve paginated location data.

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.

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.

See it run

One prompt, start to finish.

A real prompt, the Freshservice tools it calls, and what comes back. This is the whole interface — describe the outcome, agents handle the rest.

❯

Run a real Freshservice task end-to-end — plan it, execute across the API, and hand back a verified result.

freshservice.bulk_update_tickets Tool to bulk update multiple Freshservice tickets by sequential update calls. Use when you

freshservice.create_service_request Create a service request for a catalog item in Freshservice using the v2 API. The catalog

freshservice.create_ticket Tool to create a new ticket. Use when you need to log an incident or service request. · verified

done

Done. Freshservice responded across 3 calls, the verifier signed off, and the result is logged with every payload.

Pairs well with Freshservice

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FAQ · Freshservice

Questions, answered.

What teams ask before connecting Freshservice.

01 What can I automate with Freshservice on Definable?

Anything Freshservice exposes through its API. Common customer support workflows on Definable include auto-resolve FAQs with citations, escalate with full context, cluster recurring themes. Personas can call any of the 9 Freshservice tools directly, then chain the result into another integration without you writing code.

02 How does Freshservice authentication work?

Freshservice uses API_KEY on Definable. You connect once from the integrations page, scoped to the permissions you choose, and from then on any persona that has the integration enabled can act on your behalf. Tokens are encrypted at rest and rotated automatically.

03 Is the Freshservice integration included in my Definable plan?

Yes — every Definable plan, including Starter, includes access to all 9 Freshservice tools. You only need a separate Freshservice subscription if Freshservice itself charges per seat or per API call.

04 Is using Freshservice through Definable secure?

Every call from a persona to Freshservice is logged with the user, persona, prompt, and response. Tokens never leave Definable's secrets vault, scopes are configurable per persona, and you can revoke access at any time from the integration page.

05 How do I get started with Freshservice on Definable?

Sign up for Definable, open the integrations page, find Freshservice, and connect via OAuth or API key. You can immediately attach Freshservice to any persona and start running workflows. The free Starter plan includes 5,000 credits/month.

06 What Freshservice actions does Definable expose?

Definable exposes all 9 Freshservice actions as callable tools — including `Bulk Update Tickets`, `Create Service Request`, `Create Ticket`, plus 6 more. Each tool gets a typed parameter schema so personas know exactly how to call it.