01
Auto-resolve FAQs
- New ticket arrives
- Agent matches against knowledge base
- Sends draft response or auto-resolves with citation
Freshservice
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 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 your stack with Workflow
AI-native automation between Freshservice and 53+ other tools — built, run, and self-healed by Workflow.
Common workflows with Freshservice
02
Smart escalation
- Detect stuck or angry tickets
- Pull full customer history
- Hand off with a one-paragraph briefing
03
Weekly themes
- Cluster last 7 days of tickets
- Summarise emerging themes
- Post to product Slack
Freshservice actions 9
Every Freshservice action below is a callable tool any Definable persona can invoke.
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.
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Botstar
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Delighted
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Faceup
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Freshdesk
Freshdesk provides customer support software with ticketing, knowledge base, and automation features for efficient helpdesk operations and better customer experiences
Frequently asked questions
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.
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.
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.
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.
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.
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.
Ready to automate with Freshservice?
Wire it up in minutes. No coding required.