This page covers the integration settings that apply when Freshservice is one side of a connection.
Use it when you're configuring a relationship that includes Freshservice. Which settings appear depends on whether your Freshservice organisation is the source or the target.
Group, agent, and defaults
Group and Agent: the Freshservice group and agent used for assigning synced tickets.
Default priority (target): the priority applied to tickets synced into Freshservice.
Default values for new tickets (source): the defaults, including priority, applied to tickets the target creates back into Freshservice during reverse sync.
Attachments
Sync attachments: include attachments added to linked tickets.
Reverse sync
When Freshservice is the target, turn on reverse sync to send updates back, then choose a Reverse sync filter for which tickets are included: All tickets, Group, or Agent, and select the specific group or agent.
Source vs target: As the source, you set the group, agent, and defaults for tickets created back into Freshservice. As the target, you set the default priority, and reverse sync with its group or agent filter becomes available.
The API configuration override at the bottom of the form works the same on every platform. See Integration configuration for how it works.
Related pages
Integration configuration: shared settings and the API override.
Freshservice integration setup guide: connecting Freshservice to Support Fusion.