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The Freshservice tool can work with tickets, ticket tasks, service catalog requests, solution articles, approvals, departments, requesters, schedules, SLA policies, and related records. Some actions create public replies, submit requests, or change records, so start with the smallest permission scope.

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Connect the service

Use a Freshservice account with the Agent role, not Requester. Confirm in Freshservice that the role can access the required areas: Tickets, Service Catalog, Knowledge Base, and Approvals. In Spaces → Tools, add Freshservice, enter the Freshservice domain and organization URLs required by the form, and complete OAuth as the agent account. Then share it with the appropriate Space and add it to an Agent. Begin by listing and reading one known ticket, and inspect the available field definitions before creating or updating a ticket. Use an internal note when the text is for staff; a public reply is visible to the requester. Review service item fields and approval requirements before submitting a request. If data is missing, check the agent role, field visibility, tenant URLs, and provider limits.

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Tool groups

The Freshservice toolset includes ticket list/read/create/update and notes/replies; ticket task list/create/update/delete; service category/item list, search, detail, field discovery, and request submission; solution category/folder/article list and article read/create; ticket approval list/read/request; department, product, requester, on-call schedule, SLA policy, purchase order, and canned-response lookup; and ticket read/write field discovery. Check the provider’s current field definitions before create/update operations. Standard provider request limits also apply.