Freshservice

Introduction

This documentation outlines the integration between Freshservice, a service desk and IT management software by Freshworks, and Autom Mate, a tool that facilitates automated operations within Freshservice. By using Autom Mate, users can streamline various tasks and operations within the Freshservice platform, enhancing efficiency and productivity.

What is Freshservice?

Freshservice is a comprehensive service desk and IT management solution designed to streamline IT service management, service desk operations, and user support processes for organizations. With Freshservice, businesses can effectively track, manage, and resolve IT infrastructure issues, service requests, and incidents.

Autom Mate Integration with Freshservice

The integration between Freshservice and Autom Mate revolutionizes the landscape of IT service management by offering a seamless and efficient solution for automating various tasks within Freshservice. Freshservice, an advanced service desk and IT management software by Freshworks, is tailored to streamline IT service operations, incident management, and user support processes. Through this integration, users can harness the power of Autom Mate to automate repetitive tasks, accelerate workflows, and optimize IT service delivery. By following simple steps outlined in the documentation, users can swiftly register and connect Autom Mate with Freshservice, defining necessary credentials within the Autom Mate Vault for seamless integration. Once connected, users gain access to a range of actions within Freshservice, from adding notes to tickets, creating new tickets, managing agents, to retrieving user details and more. Each action is meticulously designed to enhance productivity, facilitate communication, and improve overall efficiency within the IT service management ecosystem. With detailed instructions provided for each action, users can effortlessly execute operations within Freshservice, empowering them to focus on strategic initiatives while Autom Mate handles the operational heavy lifting. This integration not only simplifies IT service management but also paves the way for greater agility, scalability, and customer satisfaction within organizations leveraging Freshservice and Autom Mate.

Using the Integration

To utilize the integration between Freshservice and Autom Mate, users need to define credentials within the Autom Mate tool. This integration allows for seamless automation of various operations within Freshservice, enhancing the overall efficiency of IT service management.

Follow these steps to utilize the Freshservice integration with Autom Mate:

Step 1: Register or Connect

Insert detailed instructions on how to register Autom Mate with Freshservice or connect the two platforms.

Step 2: Define Credentials

Insert detailed instructions on how to define the necessary credentials within Autom Mate Vault for Freshservice integration.

Step 3: Access Actions

Insert detailed instructions on how to access the available actions provided by the integration.

Step 4: Execute Actions

Insert detailed instructions on how to execute specific actions within Freshservice using Autom Mate.

How To Use Actions

Add Note

Description: Adds a note to a specific ticket in Freshservice.

Purpose: Enhances communication and documentation within ticketing.

Usage:

Ticket ID: Unique identifier of the ticket.
Private: A boolean to indicate if the note is private (visible only to agents) or public.
User ID: The identifier of the user adding the note.
Note Content: The content of the note.
Attachments Content: Any files or attachments to include with the note.

Input:

Ticket ID: Specify a Ticket ID.
Private: Set to true if the note is private.
User ID: ID of the agent/user who is adding the note.
Output: Confirmation of the note being added.
Note Content: Specify Content of the Note.

Create Agent

Description: Adds a new agent to the Freshservice service desk.

Purpose: Enables addition of new support personnel.

Input:

First Name (Required): The first name of the agent you are creating.
Last Name: The last name of the agent.
E-mail (Required): The email address of the agent. This will be used for login and notifications.
Occasional: A boolean value indicating whether the agent is occasional (billed per individual use).
Job Title: The official title or position of the agent within your organization.
Work Phone Number: The work phone number for official communications.
Mobile Phone Number: The agent's personal mobile phone for contact outside of work.
Department ID: The unique identifier for the department that the agent will be a part of.
Can See All Tickets From Associated Departments: Choose whether the agent has permission to view all tickets from their associated departments.
Reporting Manager ID: The unique identifier of the agent’s direct manager or supervisor.
Address: The physical workplace address for the agent.
Time Zone: The time zone in which the agent operates.
Time Format: The preferred time display format for the agent, such as 12-hour or 24-hour.
Language: The language the agent will use for communication and in the service desk interface.
Location ID: An identifier for the agent's physical office location.
Background Information: Any additional information or context about the agent.
Scoreboard Level ID: A unique identifier corresponding to the agent's level on performance scoreboards within the service desk.
Member Of: The groups or teams the agent is a part of within the service desk.
Observer Of: The groups or tickets that the agent is an observer of.
Signature: The signature that the agent will use in emails and other correspondence.

Output: The response containing details of the created agent.

Create Ticket

Description: Creates a new ticket in Freshservice.

Purpose: Enables users to report issues or requests.

Input:

Subject (Required): The title or summary of the issue or request being reported.
Description (Required): A detailed explanation of the issue or service request.
Requester E-mail (Required): The email address of the user who is raising the ticket.
Status: The current status of the ticket (e.g., Open, Pending, Resolved).
Priority: The level of urgency assigned to the ticket (e.g., Low, Medium, High, Urgent).
Source: The origin of the ticket (e.g., Email, Portal, Phone).
Ticket Urgency: How quickly a response is needed for the ticket based on the affect on business.
Ticket Impact: The extent to which the issue affects the business or user operations.
Email Config ID: Identifier for specific email configurations, if any, that need to be applied to the ticket.
Group ID: The identifier of the group to which this ticket should be assigned.
Department ID: The identifier for the department that is relevant to the ticket.
Due By: The date and time by which the issue should be resolved.
First Response Due By: The expected time for the initial response to the ticket.
Category: The primary classification of the ticket (e.g., Hardware, Software).
Sub Category: A more specific classification within the main category (e.g., Laptop, Desktop).
Item Category: Even more granularity, identifying the exact item or service type (e.g., Keyboard, Monitor).
Workspace ID: The identifier for a specific workspace within Freshservice where the ticket belongs.
Cc Email: Additional email addresses to be copied on ticket correspondence.
Tags: Tags to associate with the ticket.

Output: Confirmation and details of the created ticket.

Delete Ticket Attachment

Description: Removes an attachment from an existing ticket.

Purpose: Allows cleanup of unnecessary attachments or correcting upload mistakes.

Input:

Ticket ID: The identifier for the ticket from which the attachment will be deleted.
Attachment ID: The unique identifier of the attachment to be removed.

Output: Confirmation of the deletion of the attachment.

Delete Ticket

Description: Deletes a ticket from the Freshservice system.

Purpose: Removes unnecessary or erroneous tickets from the system.

Usage:

Ticket ID: The unique identifier of the ticket to be deleted.

Output: Confirmation of the ticket deletion.

Find User via E-Mail

Description: Searches for a user profile based on their email address within Freshservice.

Purpose: Quickly retrieve user details or verify user account existence.

Input:

E-mail: The email address of the user to find.

Output: The user's details if found.

Get Attachments Contents

Description: Retrieves the content of specified attachments.

Purpose: Enables extraction of attachment data for further processing.

Input:

Attachments: A list of attachment identifiers whose contents need to be retrieved.

Output: The content of the specified attachments.

List Groups

Description: Lists the agent groups within the Freshservice service desk.

Purpose: Provides an overview of existing agent groups.

Input:

Group Per Page: How many groups to list per page (for pagination).
Page: The page number to view in the paginated list of groups.

Output: List of agent groups as per specified page and count.

List Tickets

Description: Lists tickets within the Freshservice organization.

Purpose: Enables navigation and management of tickets in a paginated manner.

Input:

Tickets Per Page: The maximum number of tickets to display on one page.
Page: The page number to display from the list of tickets.

Output: List of tickets based on pagination settings.

Restore Ticket

Description: Restores a previously deleted ticket.

Purpose: Recovers tickets that were deleted in error or need further attention.

Input:

Ticket ID: The unique identifier of the ticket to be restored.

Output: Confirmation of the ticket restoration.

Update Ticket

Description: Modifies existing details of a ticket or adds new information.

Purpose: Allows for updates and additions to ticket information.

Input:

Ticket Numeric ID: The numeric identifier of the ticket to be updated.
Source: The origin of the ticket (e.g., Email, Portal, Phone, Chat).
Description: Detailed description of the issue or the update required for the ticket.
Requester E-mail: The email address of the person who has requested support or filed the ticket.
PrioritySelectText: The level of priority assigned to this ticket (e.g., Low, Medium, High, Urgent).
Ticket UrgencySelectText: How quickly a response is needed for the ticket, based on the impact and the service level agreement.
Ticket ImpactSelectText: The potential or actual impact of the ticket on business processes or services.
Email Config ID: The identifier of the email configuration used for sending notifications about this ticket.
Department ID: The unique identifier of the department to which the ticket is assigned.
Due By: The date and time by which the ticket should be resolved or answered.
Category: The category that this ticket falls under (e.g., Billing, Technical Support, General Inquiry).
Sub Category: A more specific classification within the main category.
Item Category: Further categorization to identify the item or issue more precisely.
Cc Email: Additional email addresses that should be copied in the correspondence or ticket updates.

Output: Confirmation message indicating that the ticket has been successfully updated.

Upload Attachment to Ticket

Description: Adds or updates attachments on a ticket.

Purpose: Provides additional information or files relevant to the ticket.

Input:

Request ID: The ID of the ticket to which the attachment will be uploaded.
Attachment Content: The content of the attachment to be uploaded.

View Tickets

Description: Allows viewing specific information about tickets.

Purpose: Provides detailed ticket information as per user request.

Input:

Ticket ID: The unique identifier for the ticket to view.
Include Detail for Response: A value indicating whether to include detailed information in the response.

Output: Details of the ticket, potentially including status, assignee, requester information, etc., depending on the level of detail requested.

View Agent Details

Description: Provides information about a specific agent within the Freshservice service desk.

Purpose: Allows access to agent profiles and contact details.

Input:

Agent ID: The unique identifier of the agent whose details you want to access.

Output: The detailed information of the identified agent including their name, contact information, group memberships, and other relevant details.

View Requester Details

Description: Retrieves details of an individual requester.

Purpose: Provides requester information for support and ticket handling.

Input:

Requester ID: The unique identifier of the requester whose details you want to retrieve.

Output: The detailed information of the identified requester, which may include their name, contact details, past ticket history, and other useful information.