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Freshservice integration setup guide

This document outlines the required Freshservice configuration steps to enable integration with Support Fusion. Complete these steps in your Freshservice instance before configuring the connection in Support Fusion.

Prerequisites

  • Freshservice instance administrator access

  • Knowledge of Freshservice agent management and permissions

  • Understanding of Freshservice group assignments and roles

Step 1: Create API Integration Agent

This dedicated agent account will be used by Support Fusion to authenticate with your Freshservice instance and perform all integration activities. Any actions performed through the integration (such as creating, updating, or commenting on tickets) will appear in Freshservice audit logs and activity feeds as being performed by this agent.

1.1 Create New Agent Account

  1. Navigate to Admin > User Management > Agents in Freshservice

  2. Click New Agent to create a new agent

  3. Fill in the required fields:

    • Email: Use a monitored email address (e.g., [email protected])

    • First Name: Support

    • Last Name: Fusion

    • Job Title: API Integration (optional)

  4. Save the agent record

  5. Note the email address - you'll need this for API key generation

1.2 Configure Agent Roles and Permissions

Still in the agent edit screen, assign all three required roles:

  • IT Agent: Required for basic ticket operations

  • IT Supervisor: Required for elevated ticket management

  • Account Admin: Required for user and field value lookups

1.3 Configure Group Access

Choose the appropriate group access for your integration needs:

Option 1: All Groups (Recommended)

  • Select Member of All Groups if you want Support Fusion to sync tickets across all groups in your Freshservice instance

  • This provides the widest access and full functionality

  • Most suitable for organisations managing multiple departments or teams

Option 2: Specific Groups

  • Select Member of Selected Groups if you only want Support Fusion to access specific groups

  • Use the group selector to choose which groups the agent can access

  • Note: This limits the scope of ticket synchronisation to only the selected groups

  • Only choose this option if you have specific requirements to restrict access

1.4 Enable API Access

  1. Still in the agent edit screen, scroll to the API key section

  2. Tick the API key checkbox to enable API access for this agent

  3. Click Save to update the agent record

Step 2: Generate API Key

2.1 Log In as Integration Agent

  1. Log out of your administrator account

  2. Log into Freshservice using the Support Fusion agent account created in Step 1.1

  3. Check your email for the account activation/password setup link if this is a new account

2.2 Access API Key Settings

  1. Click on your profile icon in the top-right corner

  2. Select Profile Settings from the dropdown menu

  3. In the left sidebar, click Your API Key

2.3 View and Copy API Key

  1. The API key will be displayed on the screen

  2. CRITICAL: Copy the API key immediately and store it securely

  3. You can regenerate the API key at any time if needed, but this will invalidate the previous key

2.4 Record API Credentials

Make note of the following values - you'll need them for Support Fusion configuration:

Example: If your Freshservice portal is at https://acmecorp.freshservice.com, your API URL would be https://acmecorp.freshservice.com.

Step 3: Configure Support Fusion Integration

Once you have completed the Freshservice configuration steps above, proceed to configure the integration in Support Fusion:

  1. Navigate to Settings in Support Fusion

  2. Select Freshservice from the platform dropdown

  3. Enter your configuration details:

  4. Click Save Configuration

  5. Click Test Connection to verify the integration

Troubleshooting

Authentication Failed

  • Verify the API key was copied completely without extra characters

  • Check that the API key checkbox is ticked in the agent settings

  • Ensure the agent account is active and not disabled

Permission Denied

  • Review the agent roles match those listed in Step 1.2

  • Verify the agent has access to the required groups (Step 1.3)

  • Ensure the API key checkbox is enabled (Step 1.4)

Invalid API URL

  • Use the complete URL including https:// (e.g., https://yourcompany.freshservice.com)

  • Do not add /api or any other path - this is added automatically once you save

  • Ensure there are no extra spaces or characters

  • Verify the URL matches your actual Freshservice login page

Connection Timeout

  • Verify your Freshservice instance is accessible from the internet

  • Check that there are no IP restrictions or firewall rules blocking Support Fusion

  • Confirm your Freshservice subscription is active

Resources

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