> For the complete documentation index, see [llms.txt](https://docs.harmony.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.harmony.io/integrations/knowledge-base/freshservice.md). # Freshservice Freshservice is a cloud-based IT service management (ITSM) solution built on the ITIL framework. Connecting Freshservice to Harmony enables bidirectional ticket synchronization, AI-enhanced knowledge base search, and seamless integration of traditional ITSM with autonomous IT operations. ### What the Freshservice integration enables | Capability | Description | | ------------------------------ | --------------------------------------------------------------------------------- | | Knowledge Base Integration | Search Freshservice solutions and articles with AI | | ITSM Ticket Sync | Sync tickets bidirectionally between Freshservice and Harmony | | Multi-Workspace Support | Select specific Freshservice workspaces for ticket and KB sync | | Approval Workflow Visibility | Track Freshservice approval workflows directly in Harmony | | Group-to-Desk Routing | Map Freshservice support groups to Harmony desks for deterministic ticket routing | | Private Information Detection | Automatically detect and flag PII in Freshservice tickets before ingestion | | Historic Ticket Knowledge Base | Build your AI agent's knowledge base from past resolved Freshservice tickets | ### Prerequisites * **Freshservice Administrator Access**: Admin role in Freshservice * **Freshservice Plan**: Estate plan or higher (for API access) * **Harmony Account**: Active Harmony workspace ### Connect Freshservice to Harmony #### Step 1: Navigate to Integrations 1. Log in to your Harmony dashboard 2. Go to **Settings** > **Integrations** 3. Find **Freshservice** under **Knowledge Base** or **IT Service Management** and click **Connect** {% hint style="info" %} Freshservice appears under both the **Knowledge Base** and **IT Service Management** categories on the integrations page. You can filter by either category to find it. {% endhint %} ![Enter Freshservice credentials to connect](/files/5VizVfanEYCbIjoJVXSv) #### Step 2: Generate Freshservice API Key 1. Log in to Freshservice at `https://[your-domain].freshservice.com` 2. Click your profile icon in the top right 3. Go to **Profile settings** 4. In the right sidebar, look for **Your API Key** 5. Click **View API Key** or **Generate API Key** 6. Copy the API key #### Step 3: Connect to Harmony 1. Enter your **Company subdomain** (e.g., `company` from `company.freshservice.com`) 2. Toggle **Bidirectional synchronization** if you want two-way sync 3. Paste your **API key** 4. Click **Connect** ![Navigate to Freshservice integration in Harmony dashboard](/files/YZE5G62MQsufp0ngdudO) ### What Harmony Syncs **From Freshservice:** * Tickets and service requests * Ticket conversations, attachments, and requested sub-items * Approval workflow data and approver details * Knowledge base articles and solutions * CMDB assets and configuration items * SLA policies and breach notifications * Custom fields, metadata, and custom ticket statuses **From Harmony to Freshservice (bidirectional sync):** * Status changes * Priority updates * Assignee changes * Replies and internal notes Ticket sync is scoped to tickets updated within the last 30 days and uses incremental change detection, so only relevant updates are pulled in. Tickets are periodically refreshed on a schedule so your support data stays current without manual effort. ### Multi-Workspace Support Harmony supports multi-workspace Freshservice tenants. You can select one or more workspaces to sync for both tickets and knowledge base content independently. * **Workspace picker**: When editing your Freshservice integration in **Settings** > **Integrations**, a workspace selector lists all available workspaces from your Freshservice account. * **Separate controls for tickets and KB**: Ticket workspaces and knowledge base workspaces are configured independently, each with their own multi-select dropdown. * **Sync all by default**: If no knowledge base workspaces are configured, the integration continues to sync content from all workspaces, preserving existing behaviour. * **Targeting a specific workspace via credentials**: You can also add a `workspace_id` field to your Freshservice integration credentials to scope all lookups - including employees, departments, service items, and groups - to a specific workspace. Add `"workspace_id": ` to your credentials to enable this. Existing integrations without a `workspace_id` continue to use default workspace behaviour. ### Group-to-Desk Routing When enabled for your account, you can map Freshservice support groups directly to Harmony desks for deterministic ticket routing. * Map any Freshservice group name to a specific desk, with an optional sub-desk assignment * Tickets from unmapped groups, or tickets with no group assigned, are automatically routed to a dedicated "Unclassified" desk so nothing is lost * AI-based desk classification still runs as a fallback for tickets that do not match any configured mapping ### Approval Workflows Harmony imports and tracks approval workflows attached to Freshservice tickets. When a Freshservice ticket includes approval steps, Harmony displays the associated approver details within the ticket view so agents have full visibility into pending approvals without switching to Freshservice. ### Private Information Detection Harmony's private information detection service scans Freshservice ticket content at the point of ingestion and flags personally identifiable information (PII) and other confidential data. This prevents sensitive information from being inadvertently stored or surfaced through AI-powered responses or knowledge base results. Flagged content is handled according to your configured data governance settings. ### Knowledge Base Sync Harmony automatically ingests your Freshservice knowledge base content and makes it available for AI-powered ticket creation and support responses. Content is processed and stored securely using cloud storage and message queuing for reliable, scalable handling. You can control which Freshservice workspaces contribute to the knowledge base sync independently of your ticket workspace selection. See [Multi-Workspace Support](#multi-workspace-support) above for details. #### Build a Knowledge Base from Historic Tickets You can seed your Harmony agent's knowledge base from your Freshservice ticket history. Harmony ingests resolved tickets from the past 12 months and uses them as a retrieval-augmented generation (RAG) source, so your AI agent can draw on real past resolutions when responding to new requests. * Connects to your Freshservice integration to collect and index tickets from the last 12 months * Processed tickets are chunked and stored as a dedicated knowledge base source * This is currently a one-time import operation to seed the knowledge base at setup ### AI Processing for Imported Tickets When tickets are imported from Freshservice, Harmony's AI identifies the right workflows to apply, extracts relevant data, and queries your knowledge base to surface useful articles and resolutions automatically. Workflow matching is applied to incoming Freshservice tickets consistently with other support channels. The original ticket assignee is preserved during import, and internal notes are created as part of the import process. ### Use Cases
Hybrid ITSM Maintain Freshservice while using Harmony AI for autonomous resolution
Knowledge Enhancement Surface Freshservice solution articles during AI-powered support
Service Catalog Automation Automate service request fulfillment while maintaining Freshservice records
Migration Path Gradual transition from Freshservice to Harmony with bidirectional sync
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