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AurionAI

Freshservice

5 min readBy Emmanuel Yazbeck

Connect Freshservice so that the AI voice agent can find callers, create tickets and search your knowledge base in Freshservice.

Availability: AI Voice and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role.
  • Your organization uses the AI Voice or the AI Voice + Helpdesk profile.
  • Your Freshservice address, for example northwind.freshservice.com. You need only the first part: northwind.
  • A Freshservice API key. Freshservice shows it in the profile settings of an agent. The agent needs access to tickets.
  • Optional: the ID of the Freshservice group that receives new tickets.

Connect Freshservice

  1. In the sidebar, select Configuration.
  2. Open the Integrations category and select Providers.
  3. In the ITSM Integration section, select Set up an ITSM provider. If a tool is already connected, select Edit credentials on its card.
  4. In Provider Type, select Freshservice.
  5. In Freshservice Subdomain, type the first part of your Freshservice address. Use only letters, numbers and hyphens.
  6. Optional: in Default Group ID (optional), type the ID of the group that receives new tickets.
  7. Optional: in Default Category (optional), type the category for new tickets, for example IT.
  8. In API Key, paste the API key.
  9. Select Test Connection. Wait for Connection successful with the provided credentials.
  10. Check the Capabilities switches. Read Connect your ITSM and CS tools.
  11. Select Save.

The connection dialog with the Freshservice fields.

The first time you save, AurionAI opens the field mapping. Read Map provider fields.

When you edit a saved connection, the dialog shows Credentials stored. Leave the API key empty to keep the saved key.

Send ticket status changes to AurionAI

AurionAI can tell callers when the status of their ticket changes. For this, Freshservice must send status changes to AurionAI.

  1. On the ITSM Provider card, select Test connection.
  2. In the Freshservice webhook URL card, select Show webhook URL.
  3. Copy the address. It is unique to your organization. Keep it secret, like a password.
  4. In Freshservice, create an automation in the Workflow Automator that runs when the status of a ticket changes. Add a Trigger Webhook action that sends a POST request with a JSON body to this address. The card lists the fields of the body: ticket_id, ticket_status, requester_email and requester_phone.

If the address is exposed, select Rotate webhook URL. The old address stops working at once. Update it in Freshservice.

Once the address exists, AurionAI stops checking Freshservice for status changes on its own and relies on this automation. If you show the address but do not create the automation, callers get no status updates.

Test the connection and create a test ticket

  • Select Test connection on the card. The card shows Connection successful. or the reason of the failure.
  • Select Create a test ticket to create a real ticket in Freshservice. The ticket has the subject "AurionAI - Configuration Test" and uses your email address as the requester. It also uses the default group and category. Delete the ticket in Freshservice afterwards.

Change or remove the connection

  • To replace the API key, select Rotate ITSM credentials. In Freshservice API Key, paste the new key. Select Test Connection, then Rotate. AurionAI checks the new key before it uses it, and keeps the previous key.
  • To go back to the previous key, select Rollback to previous credentials and confirm. The change takes effect at once.
  • To remove the connection, select Remove integration and confirm. This deletes the connection, the field mappings and the connection data. You cannot undo this.

Result

The card shows Freshservice and Connected. AurionAI tests the connection each time you save. Calls that start after you save use the new settings.

If something goes wrong

  • Invalid credentials. Check your API key or client secret. Freshservice refused the API key, or the key is expired. Copy the key again from Freshservice.
  • Missing required permissions. Contact your ITSM administrator. The key is valid, but its agent cannot read tickets. Use the key of an agent with access to tickets.
  • The provider configuration is incomplete or invalid. Check the settings and try again. Freshservice did not find your account. Check the subdomain.
  • Cannot reach the provider. Check the API URL and network connectivity. AurionAI cannot reach the address. Check the subdomain.
  • Enter credentials above before testing. The test in the dialog needs the API key. Paste it, even when a key is already saved.
  • Subdomain is required (letters, numbers, and hyphens only) Type the subdomain only, without https:// and without .freshservice.com.
  • Freshservice refuses the tickets that the voice agent creates (error 400). Your Freshservice can require a group on new tickets. Set Default Group ID (optional).
  • Ticket test failed, with a message that the connection is not verified. Test the connection first. If the test fails, correct the settings and save them.
  • Failed to save integration settings, with a message that you must enter the credentials again. You changed the Freshservice address. Paste the API key again, then save.
  • Test the Freshservice connection before showing the webhook URL. Test the connection, then show the webhook address.

Still stuck? Submit a request or .