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Freshservice integration setup guide

Covers the Freshservice configuration you need to complete before setting up the integration in Support Fusion.

This guide covers the Freshservice configuration you need to complete before setting up the integration in Support Fusion.

Prerequisites

  • Administrator access to your Freshservice instance.

  • Familiarity with Freshservice agent management and permissions.

  • Familiarity with Freshservice groups and roles.

Step 1: Create an API agent

Create an agent that Support Fusion authenticates as, so all integration activity is attributable to one account you can audit and manage.

  1. Navigate to Admin > User Management > Agents and select New Agent.

  2. Set a monitored Email, First Name Support, and Last Name Fusion. Save.

  3. Assign all three roles the integration needs: IT Agent for basic ticket operations, IT Supervisor for elevated ticket management, and Account Admin for user and field value lookups.

  4. Set group access: Member of All Groups is recommended for full coverage, or choose specific groups to limit which tickets sync.

  5. Scroll to the API key section, tick the API key checkbox to enable API access, and save.

The agent is created with API access enabled. You'll generate its key next.

Step 2: Generate the API key

The API key is generated from the agent's own profile, so you need to sign in as that agent.

  1. Sign out of your admin account and sign in as the integration agent. If the account is new, use the activation email to set its password first.

  2. Select the profile icon, then Profile Settings, then Your API Key.

  3. Copy the API key and store it securely.

Note: You can regenerate the API key at any time, but doing so invalidates the previous key and the integration will need the new one.

Next steps

With Freshservice configured, set up the integration in Support Fusion from Settings: choose Freshservice, then enter your instance URL (for example https://acmecorp.freshservice.com) and the API key. Don't add /api to the URL, as Support Fusion appends it automatically. Save the configuration and test the connection. For the per-relationship settings, see Freshservice integration.

Troubleshooting

Authentication failed. Check that the key was copied in full, that the API key checkbox is ticked on the agent, and that the agent is active.

Permission denied. Confirm the agent has the IT Agent, IT Supervisor, and Account Admin roles, and access to the required groups.

Invalid API URL. Use the full URL including https://, with no /api or extra path, and check it matches your Freshservice login page.

Connection timeout. Confirm your instance is reachable from the internet, that no IP or firewall rules block Support Fusion, and that your subscription is active.

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