Freshservice

Enhance Freshservice knowledge base with AI-powered search and automated content retrieval

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

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.

Enter Freshservice credentials to connect

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

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": <integer> 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 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