FreshService

FreshService is a cloud-based IT Help Desk and service management solution that enables you to simplify your IT operations. It offers you various features that include a ticketing system, a self-service portal, and knowledge-base support.

1 Authorization
- 1.1 Basic Auth
- 1.2 OAuth 2.0
2 Freshservice Connections
- 2.1 Freshservice Basic Connection
- 2.2 Freshservice OAuth 2.0 Connection
3 Actions
- 3.1 Create Ticket
- 3.2 Create an Onboarding Request

Authorization

Basic Auth

If you have an email server configured and use email and password to authenticate then you are using basic authentication. You can check this under your email settings on the Admin page.

To conduct the authentication in FreshService through Basic Auth you need to follow the below steps:

Navigate to Admin → Helpdesk Productivity → Credential Store.
Click on New Credential.
Enter a Name and select the respective Authentication Type for your Credential.
Update the required details for each type and click on Save.
You can now reference your credentials from workflows while triggering webhooks or invoking web request nodes.

Key	Inputs	Description
Basic Auth	Username: Email address Password: Password	Use Basic Auth type when your request involves sending a verified username and password. Note: Freshservice API key authentication can be achieved by using basic auth with the following values. Username: <API key> Password: x
API key	Key: Authorization key specific to 3rd party Value: API key	Use API key type to perform actions on applications that require an API key to authorize.
No Auth	-	Use No Auth type when your request does not require authorization.
OAuth 2.0	Grant Type: The options depend on the API service provider requirements Authorization code: The authorization code grant type requires the user to authenticate with the provider. Client credentials: Client credentials grant type is typically not used to access user data but for data associated with the client application. Authorization URL: The endpoint for the API provider authorization server to retrieve the auth code. Access Token URL: The provider's authentication server to exchange an authorization code for an access token. Client ID: The ID for your client application registered with the API provider. Client Secret: The client secret given to you by the API provider. Scope: The scope of access you are requesting, which may include multiple space-separated values. Client Authentication: A dropdown—send a Basic Auth request in the header or client credentials in the request body.	Use OAuth type when you need to provide client applications with secure delegated access. OAuth 2.0, you first retrieve an access token for the API, then use that token to authenticate future requests. For apps that require redirect URL, use the below format https://<yourdomain.freshservice.com> /api/_/credentials/oauth_callback

For more information visit FreshService Basic Auth

OAuth 2.0

OAuth 2.0 is an authorization framework for third-party applications. On behalf of a resource owner, third-party applications like FreshService use OAuth 2.0 to get limited access to an HTTP service. It also enables an approval interaction of the resource owner with the HTTP service. In addition, OAuth 2.0 supports direct access to the HTTP services by the third-party application.

When you create your FreshServices app, you must be sure to enter Sapper's OAuth callback URL -Sapper.

Before you can set the priority of a ticket , you need to "authenticate your ID". You can use your personal API key to authenticate the request. If you use the API key, there is no need for a password. You can use any set of characters as a dummy password.

curl -v -u apikey:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets'

Login to your Support Portal
Click on your profile picture on the top right corner of your portal
Go to Profile settings Page
Your API key will be available below the change password section to your right

To proceed further you will be needed to ensure to have these following details:

CLI v4.5.0 installed for agent-level OAuth. For more information on how to get the the latest version, click here.
To registered in the third-party developer portal , you will be issued with client_id and client_secret to perform OAuth handshake with the provider.
Provide the redirect URL for your app in the third-party developer portal

Key	Description

Key	Description
client_id	Once you register your app in the third-party developer portal, you will be issued a client ID for your app.
client_secret	Once you register your app in the third-party developer portal, you will be issued a client secret for your app.
authorize_url	Third-party authorization request URL.
token_url	Request URL for the access token.
options	The options field can be used to send: Additional parameters to the resource owner while fetching the access token. For example, some third-party owners accept an option called scope to control the level of access on the resource. Custom headers as part of the token phase as required by certain third-party services. For this, custom headers can be included in the options field as an object. `1"customHeaders": { "Authorization" : "Basic API_KEY" }`
token_type	Specifies the level of access for the access token. We support the following values: account - Authorization happens when the app is installed by the admin. agent - Authorization happens when the app is accessed by an agent. Note: Agent-level OAuth does not support apps in background locations and serverless apps.
oauth_iparams	Certain OAuth Providers, such as Shopify, have unique authorization URLs for every account. The oauth_iparams enable you to retrieve these values from the installer before the OAuth handshake occurs. These parameters are configured in the same manner as the installation parameters. Only parameters of type text are supported.

For more information visit OAuth 2.0

Freshservice Connections

Freshservice Basic Connection

Input	Key	Description	Example
Select application	application	Select FreshService application	FreshService
Connection type	connection type	Select the type of connection.	REST
Rest connection type	Rest Connection Type	Select the Basic connection type	Basic
Connection name	name	Provide a name for the connection.	FreshService
Connection description	description	Provide a description for the connection.
Host name	host	Provide a string value for the URL of the user's FreshService account.
Username	username	Provide a valid username for the given FreshService account.	exampleUser
Password	password	Provide a password to authenticate all requests with. Cloud users need to generate an API token for this value.	exampleSecurePassword
Header field	header	Provide the path of the endpoint for authentication.	Authorization
Header prefix header	header prefix	Select the header prefix - Basic, Bearer, Token, None

Freshservice OAuth 2.0 Connection

Input	Key	Description	Example
Select application	application	Select FreshService application	FreshService
Connection type	connection type	Select the type of connection.	REST
REST connection type	rest connection type	Select the type of REST connection.	OAuth2.0
Connection name	name	Provide a name for the connection.	FreshService connection
Connection description	description	Provide a description for the connection.
Host name	host	Provide a string value for the URL of the user's FreshService account.
Grant type	grant type	Provide the grant type - authorization code, password, client credentials.

Actions

Create Ticket

Create ticket in FreshService | key: createTicket

Input	Key	Description	Example

Input	Key	Description	Example
Description	description	Provide the description in the ticket. In this section you need to provide a brief details about the generated ticket.	“Sample of ticket”
Subject	subject	Add a suitable subject for generating the ticket. In this section you need to mention the core subject about the raised ticket.	“Create ticket”
Email	email	Provide an email id for processing the ticket in freshservice.	Sample@gmail.com
Priority	priority	Add the priority for the freshservice ticket. You can add or choose the priority based on your need.	Urgency and Impact
Status	status	Provide the status for the ticket in the FreshService.	Open, Pending, Resolved or Closed.
Responder ID	responder_id	The response id is the identification of the response to the FreshService ticket. It is a ID of the agent to whom the ticket is assigned	XU7GH120Y00

Create an Onboarding Request

Create an onboarding request | key: createOnboardingRequest

Input	Key	Description	Example

Input	Key	Description	Example
Employee Name	employee_name	Provide the name of the employee for generating the onboarding request. The new employee details needs to be add.	John Smith
Job Title	job_title	Provide the job title for the onboarding employee.	IT support
Date of Joining	dateof_joining	Add the joining date of the employee in the onboarding ticket.	12 September 2022
Email	email_id	Provide an email id for processing the ticket in freshservice.	Sample@gmail.com
Description	description	Provide the description in the ticket. In this section you need to provide a brief details about the generated ticket.	“Sample of ticket”