Freshservice for your voice agent

Freshservice is a cloud-based IT service management (ITSM) platform for incident, asset, and service desk operations. Streamline your IT support with automation and centralized control.

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The app's Connected apps page: what agents do with each app, such as booking appointments, knowing who is calling and sending emails, and whether each one is working.The app's Connected apps page: what agents do with each app, such as booking appointments, knowing who is calling and sending emails, and whether each one is working.The app's Connected apps page: what agents do with each app, such as booking appointments, knowing who is calling and sending emails, and whether each one is working.The app's Connected apps page: what agents do with each app, such as booking appointments, knowing who is calling and sending emails, and whether each one is working.

Integration record

Status
Available
Plan
Every plan, from Starter at A$49 a month
How it connects
With an API key. You create a key in Freshservice and paste it on a secure page in Connected apps.
What it reads
17 actions, such as get Freshservice Agent, get Problem Form Fields by Workspace and list Release Form Fields.
What it changes
6 actions, such as bulk Update Tickets, create Service Request and create Ticket.
What starts an action
The agent runs an action during a call or chat when the conversation needs it. It only runs the actions you switch on.
Custom work
You choose each action from its list of 23. Anything the list doesn't cover needs a custom API tool on Scale, or a Concierge build.
Checked
Action list checked 14 November 2026. We haven't tested each action.

Freshservice actions

Reads 17

  • Get Freshservice Agent
  • Get Problem Form Fields by Workspace
  • List Release Form Fields
  • Get Freshservice Requester
  • Get Service Catalog Item
  • Get Freshservice Ticket
  • List Freshservice Agents
  • List Freshservice Locations
  • List Project Tasks
  • List Freshservice Requesters
  • List Service Catalog Categories
  • List Service Catalog Items
  • List Ticket Approvals
  • List Ticket Conversations
  • List Ticket Form Fields
  • List Freshservice Tickets
  • Search Tickets

Changes 3

  • Bulk Update Tickets
  • Create Service Request
  • Create Ticket

Deletes 3

  • Delete Release
  • Delete Solution Article
  • Delete Solution Category

Freshservice setup

  1. Pasting a Freshservice API key

    Create an API key in Freshservice, choose Freshservice in Connected apps and paste the key on the secure page.

  2. Choosing the actions

    Choose which of the 23 actions the agent may use. Start with lookups and add the ones that change Freshservice when you're ready.

  3. Testing, then publishing

    Watch the agent use the live app in the browser tester, then publish. Voice and text agents share the connection.

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