Freshservice Connector

Overview

The Firstbase Workflows node for Freshservice lets you create, update, and retrieve Freshservice tickets and requesters directly from your Firstbase workflows.

Common Use Cases Include:

• Create a Freshservice ticket for IT when a new hire's equipment or access request is generated during Firstbase onboarding
• Update a Freshservice ticket to resolved when a device return or retrieval task completes in Firstbase
• Create a Freshservice ticket for IT follow-up when a device replacement request is flagged in Firstbase
• Create a Freshservice requester record when a new employee is onboarded in Firstbase, so future tickets can be raised on their behalf

Connection Overview

This credential authenticates Firstbase Workflows against your Freshservice account using an API key. This is the standard authentication pattern Freshservice supports for system-to-system integrations. Once saved, this credential can be attached to any workflow step that reads from or writes to Freshservice.

Recommend Prep: Set up a Dedicated Freshservice user account

A Freshservice API key is tied to whichever user account generates it, and inherits that user's role and permissions. Avoid generating this key from a real employee's personal account. Instead, create a dedicated integration user in Freshservice for this integration. This keeps the connection working if the employee who set it up leaves the company, and lets you scope exactly what this integration can access, separately from any one person's own role and permissions. Give the dedicated integration user whatever role and permissions the workflows you're building will need to touch.

API Key Setup

To connect to Freshservice, you will need:

• An API Key (generated from the dedicated integration user's profile)
• Your Freshservice Domain (e.g. https://yourcompany.freshservice.com)

Step 1 - Log in as the dedicated integration user

Log in to your Freshservice Support Portal as the dedicated integration user account set up above.

Step 2 - Find your API Key

Click your profile picture in the top right corner and select Profile Settings. Your API key is shown below the change password section, on the right side of the page. 

Important: Freshservice may require you to re-enter your password to reveal the key. Copy it before navigating away. You can return to this page later if you need it again.

Step 3 - Note your Freshservice Domain

This is the subdomain portion of the URL you use to access Freshservice. For example, if you access Freshservice at https://yourcompany.freshservice.com, your Domain is yourcompany.

Setup in Firstbase Workflows

This can be saved as a global credential, reusable across workflows, or scoped to a single workflow.

Step 1 - Navigate to Workflows

In the Firstbase platform, as an admin, click the Workflows tab.

Step 2 - Create the new credential

In Workflows, click Credentials -> Create Credential (top right) -> Type "Freshservice".

Enter the API key and domain you collected above into the corresponding fields, then click Save. You now have a Freshservice connection ready for building workflows.

Step 3 - Using the credential in a workflow

Add the Freshservice node to your workflow and select the Freshservice credential you just created. Select the Resource and Operation you want to run.

Questions? Reach out to your Firstbase Solutions Engineer or Customer Success Manager