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Back to Actions Integrations Connect the XO Platform to Freshservice to create, view, update, and delete ITSM tickets. See Freshservice documentation for details.

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Supported Authorization Types

The platform supports Basic Auth for Freshservice integration. See App Authorization Overview for details.
Authorization TypeSupported
Pre-Authorize the IntegrationYes
Allow Users to Authorize the IntegrationYes

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Prerequisites

Before enabling the Freshservice action:
  • Create a Freshservice account and note your login credentials.
  • Copy the API Key and Domain name of your Freshservice account.

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Step 1: Enable the Freshservice Action

Go to App Settings > Integrations > Actions and select Freshservice.

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Pre-authorize the Integration (Basic Auth)

  1. In the Configurations dialog, select the Authorization tab.
  2. Set Authorization Type to Pre-authorize the Integration > Basic Auth. Auth type
  3. Enter the following fields:
    FieldDescription
    User Sub DomainDomain name of the Freshservice account
    API KeySecret API key of your Freshservice account
  4. Click Enable. The Integration Successful pop-up appears on first configuration. Enable integration
The Freshservice action moves from Available to Configured.

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Allow End Users to Authorize (Basic Auth)

  1. In the Configurations dialog, select the Authorization tab.
  2. Set Authorization Type to Allow Users to Authorize the Integration > Basic Auth.
  3. Click Select Authorization > Create New. Create new auth profile
  4. Select the authorization mechanism (e.g., Basic Auth). Auth mechanism type See App Authorization Overview for creating Basic Auth profiles.
  5. Enter the following credentials:
    FieldDescription
    NameName for the Basic Auth profile
    Tenancy URLsSelect Yes if tasks require tenancy URLs
    Base URLBase tenant URL for the Freshservice instance
    Authorization Check URLAuth check URL
    DescriptionDescription of the auth profile
  6. Click Save Auth. Save auth
  7. Select the new profile.
  8. Click Enable. The Integration Successful pop-up appears. Enable integration

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Step 2: Install Freshservice Action Templates

  1. On the Integration Successful dialog, click Explore Templates. Explore templates
  2. Click Install for the desired template. Install
  3. Click Go to Dialog to view the dialog task.
  4. A dialog task is auto-created for each installed template. Dialog tasks auto created
  5. Select the desired dialog task and click Proceed (e.g., Create a Ticket). Select dialog task
  6. The canvas opens with all required entity nodes, service nodes, and message scripts. Dialog task canvas