Freshservice integration

IT service management software for ticketing, asset management, and IT operations. Use Freshservice from Zoft voice agents, chat agents, workflows and AI employees.

Account details
12 actions
8 triggers

Get early access Talk to sales

Starts withNew Ticket
ZoftAgent or workflow decides what happens next
Then in FreshserviceCreate Change
AndCreate Ticket

Illustrative flow built from Freshservice’s real triggers and actions.

Zoft + Freshservice

What Zoft can do with Freshservice.

01Voice agentsA phone agent can use Freshservice actions such as Create Change and Create Ticket during the call, then hand off to a person when it should.
02Chat agentsThe same agent on web chat, WhatsApp or SMS can look up and update Freshservice while it talks to the customer.
03WorkflowsStart a workflow when “New Ticket” happens in Freshservice, or use Freshservice as any step on the canvas.
04AI employeesAn AI employee can find and use Freshservice actions on its own, and ask for your approval before it sends or changes anything important.

Actions 12

Things Zoft can do in Freshservice.

Create ChangeCreates a new change request in Freshservice.
Create TicketCreates a new ticket in Freshservice.
Delete ChangeDeletes a change request from Freshservice.
Update ChangeUpdates an existing change request in Freshservice.
Custom API CallMake a custom API call to a specific endpoint
Create RequesterCreates a new requester (end user) in Freshservice.
Add Note to ChangeAdds a private or public note to an existing change request.
Add Note to TicketAdds a private or public note to an existing ticket.
Create Change TaskCreates a new task on a change request in Freshservice.
Delete Change TaskDeletes a task from a change request in Freshservice.

Show all 12

Update Change TaskUpdates an existing task on a change request in Freshservice.
Request Ticket ApprovalRequests approval for a ticket from a specified agent.

Triggers 8

Events in Freshservice that can start a workflow.

New ChangeTriggers when a new change request is created in Freshservice.
New TicketTriggers when a new ticket is created in Freshservice.
New RequesterTriggers when a new requester (user) is created in Freshservice.
Updated ChangeTriggers when an existing change request is updated in Freshservice. Note: newly created changes may also fire this trigger because their updated_at matches created_at.
Updated TicketTriggers when an existing ticket is updated in Freshservice.
New Change TaskTriggers when a new task is created on a specific change request.
Updated RequesterTriggers when an existing requester is updated in Freshservice.
Updated Change TaskTriggers when a task on a specific change request is updated. Note: newly created tasks may also fire this trigger because their updated_at matches created_at.

Setup

Connect Freshservice in three steps.

01ConnectChoose Freshservice in Connections and enter the account details Freshservice asks for, such as a store name or token.
02Put it to workAdd Freshservice as a workflow step, or let a voice agent, chat agent or AI employee use it as a tool.
03Review every runAdd approvals where you want a person in the loop. Every run leaves a record you can check.

See all in Customer support

FAQ

Freshservice on Zoft, answered.

What can Zoft do with Freshservice?

Zoft supports 12 actions and 8 triggers for Freshservice. You can use them as workflow steps, and voice agents, chat agents and AI employees can call them as tools.

How do I connect Freshservice to Zoft?

Choose Freshservice in Connections and enter the account details Freshservice asks for, such as a store name or token.

Can a voice agent or chat agent use Freshservice?

Yes. Once Freshservice is connected, a voice agent or chat agent can use its actions during a conversation. Permissions control which actions each agent can use.

Can an AI employee work in Freshservice without supervision?

Only as far as you allow. AI employees ask for approval before sensitive steps, and every run leaves a record you can review.

Put Freshservice to work in your operation.