What is the Freshservice Integration?

The Freshservice integration allows you to use Strike Graph's Bridge-style integration to collect evidence directly from the Freshservice REST API for your compliance needs. This integration uses a personal API key generated in your Freshservice account, giving you access to tickets, changes, problems, assets, agents, and more.

IT service management controls appear across most compliance frameworks, and the Freshservice integration makes it easy to collect and maintain evidence that your organization's ITSM processes are functioning as designed.

With this integration, you can gather evidence from Freshservice, including:

• Ticket records and history

• Change management requests

• Problem records

• Asset inventory

• Agent and requester directories

• Ticket field configurations

Evidence collection is read-only: Strike Graph will never create, modify, or delete tickets, assets, or any other resources in your Freshservice account.

Two Ways to Collect Evidence from Freshservice

The Freshservice integration supports two evidence collection methods:

Freshservice API requests let you call specific Freshservice API endpoints and collect the response as evidence. This approach gives you full control over exactly which endpoint to call and what parameters to include.

Script Runner provides curated, pre-built scripts that handle common evidence collection scenarios. Scripts can combine multiple API calls, filter and format the output, and produce evidence that is ready for auditor review. Script Runner is equally powerful to direct API requests and is often the faster path to well-formatted evidence.

If your organization has access to Script Runner, both options appear as tabs when you attach evidence using this integration.

Setting Up the Freshservice Integration

Prerequisites

• A Freshservice account with an agent role that has API access

• Appropriate permissions within Strike Graph to manage integrations

Step 1: Locate your API key in Freshservice

1. Sign in to your Freshservice account.

2. Click your profile icon in the top-right corner and open Profile Settings.

3. Your API key is displayed below the Delegate Approvals section. Copy it.

Freshservice API keys do not have documented expiration or rotation. The key inherits the permissions of the agent it belongs to, so using a dedicated agent account with read-only access is recommended.

For more information, see the Freshservice API documentation.

Step 2: Connect Freshservice in Strike Graph

1. Navigate to Integrations in the main Strike Graph menu.

2. Find the Freshservice integration card and click Add Integration.

3. Enter your Freshservice Domain: this is the subdomain of your Freshservice account. For example, if your account is at acme.freshservice.com, enter acme. You can also paste the full domain and Strike Graph will extract the subdomain automatically.

4. Paste your API Key into the provided field.

5. Click Save.

Strike Graph verifies that your API key and domain are valid before saving the connection. If verification fails, double-check that the subdomain matches your Freshservice account URL and that the API key was copied correctly.

Once connected, your Freshservice integration will appear in the integration list with an "Active" status. The integration name will include your Freshservice domain (for example, "Freshservice (acme)").

Collecting Evidence Using Freshservice API Requests

Step 1: Select an evidence object

1. Navigate to the evidence object where you want to add Freshservice data.

2. Click the Attach button to open the attachment options (or configure Automated Collection).

3. Select your Freshservice integration from the list of available sources.

Step 2: Configure your API request

The Freshservice evidence collection form has two main components:

HTTP Method

Freshservice evidence collection supports GET requests only. Although the Freshservice API supports write operations, Strike Graph restricts evidence collection to read-only requests.

API Route

Enter the Freshservice API route you want to access. Review the Freshservice API documentation for the full list of available endpoints. The base URL is handled by the integration (based on your Freshservice domain), so you only need to provide the route.

Example API routes:

• tickets — List all tickets

• tickets/{ticket_id} — Get details of a specific ticket

• tickets?updated_since=2024-01-01 — Get tickets updated after a specific date

• changes — List all change requests

• problems — List all problem records

• assets — List all assets

• agents — List all agents

• requesters — List all requesters

• ticket_form_fields — Get ticket field configurations

Note: Replace placeholder values like {ticket_id} with actual IDs from your Freshservice account. You can find these by first running a request to the parent resource (for example, tickets to get ticket IDs).

Step 3: Submit your request

1. Click Submit to execute the API request.

2. Strike Graph will process your request and collect the data.

3. Once complete, the evidence will be attached to your evidence object.

Collecting Evidence Using Script Runner

If your organization has Script Runner enabled, a Scripts tab will appear alongside the Freshservice tab when attaching evidence.

Script Runner provides pre-built scripts tailored to common compliance evidence needs. To use Script Runner:

1. Navigate to the evidence object and open the attachment options.

2. Select your Freshservice integration.

3. Switch to the Scripts tab.

4. Search for a script that matches your evidence needs, or describe what you're looking for.

5. Select a script to preview its details and expected output.

The integration's Freshservice domain is already stored from setup, so Script Runner scripts will automatically connect to the correct Freshservice account without requiring you to enter it again at run time.

For more details on using Script Runner, see the Script Runner overview.

Troubleshooting

Invalid API key

If you receive authentication errors, your API key may have been regenerated or the agent account it belongs to may have been deactivated.

1. Click the Reconnect button next to your Freshservice integration in the Integrations Manager.

2. Enter your Freshservice domain and a current API key.

3. Try your evidence collection again.

Unreachable domain

If Strike Graph reports that your Freshservice account could not be reached, verify that the subdomain matches your account URL. For example, if you access Freshservice at acme.freshservice.com, the domain should be acme. Custom CNAMEs are not supported by the Freshservice API: use the .freshservice.com subdomain even if your organization has configured a custom portal URL.

Rate limiting

Freshservice enforces per-minute rate limits that vary by plan tier (from 100 requests per minute on Starter to 500 on Enterprise). If you encounter a rate limit error, wait a few minutes before trying again.

Missing or incomplete data

If your evidence collection succeeds but doesn't include the data you expected:

• Verify the API route matches an endpoint in the Freshservice API documentation.

• Some endpoints support filtering with query parameters (for example, ?updated_since=2024-01-01). See the Freshservice documentation for available filters.

• Confirm that the agent account whose API key you are using has read access to the resources you are trying to collect.

Need More Help?

If you encounter any issues with your Freshservice Bridge integration or have questions about specific API endpoints, please contact our support team through the in-app messenger. We're here to help you make the most of your compliance automation.