Freshservice is a cloud-based IT service management (ITSM) solution with incident management, asset management, and IT service automation capabilities
Freshservice is a cloud-based IT service management (ITSM) solution with incident management, asset management, and IT service automation capabilities On Nagent, Freshservice is exposed as a fully-configurable customer support integration that any agent can call — 9 actions, and API key authentication. No code is required to wire Freshservice into your workflow — connect it once via the External Integrations panel and reuse it across every agent you build.
Agent builders use Freshservice to automate the kinds of tasks customer support teams previously handled manually. Concrete examples — each one is a single agent step in Nagent — include:
Every action and trigger is paired with a structured input/output schema (visible in the sections below), so when you wire Freshservice into Helix — our agentic agent builder — the editor knows exactly what each step expects and produces. Configure once, deploy anywhere across your Nagent agents.
Every operation an agent can call against Freshservice, with input parameters and output schema. Drop these into any step of an agent built in Helix.
FRESHSERVICE_BULK_UPDATE_TICKETSTool to bulk update multiple Freshservice tickets by sequential update calls. Use when you need to update fields across many tickets in absence of a native bulk API.
Input parameters
List of Freshservice ticket IDs to update
Dictionary of ticket fields to update. Allowed keys include 'subject', 'description', 'status', 'priority', 'responder_id', 'group_id', 'type', 'tags', 'custom_fields', etc.
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_CREATE_SERVICE_REQUESTCreate a service request for a catalog item in Freshservice using the v2 API. The catalog item display_id can be found in Admin > Service Catalog by clicking on an item and checking the URL (e.g., /service_catalog/items/1 means display_id=1).
Input parameters
Email address of the requester. If not provided, the authenticated user is used.
Quantity of the catalog item to request. Defaults to 1 if not specified.
Custom field values for the service item form. Keys are the custom field names.
Display ID of the catalog item to request. Find it in Admin > Service Catalog > Item URL.
Display ID of the parent ticket when creating as a child service request.
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_CREATE_TICKETTool to create a new ticket. Use when you need to log an incident or service request.
Input parameters
Name of the requester (creates new contact if not found)
Enum for Freshservice ticket type values.
Email address of the requester. Provide either requester_id or email
Enum for Freshservice ticket impact values.
Enum for Freshservice ticket source values.
Status of the ticket.
Subject of the ticket
Enum for Freshservice ticket urgency values.
Priority of the ticket.
CC email addresses for outbound email tickets
HTML description of the ticket
User ID of the requester. Provide either requester_id or email
Email config ID for outbound email ticket creation
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_GET_PROBLEM_FORM_FIELDS_BY_WORKSPACETool to list problem form fields. Use when you need to retrieve the form fields available for problems in a specific workspace.
Input parameters
ID of the workspace to list problem form fields for. If omitted, returns global and primary workspace fields.
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_GET_RELEASE_FORM_FIELDSTool to list release form fields metadata. Use when you need to fetch release field definitions before building or validating release forms.
Input parameters
Filter fields for a specific workspace. By default only global fields and primary workspace fields are returned in Employee Support Mode.
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_GET_TICKETTool to retrieve detailed information about a specific ticket by ID. Use when you need to get full details of a ticket including its status, priority, requester, and other attributes.
Input parameters
Comma-separated list of additional fields to include (e.g., 'requester', 'stats', 'description', 'conversations', 'assets'). Each include consumes additional credits.
The unique ID or display_id of the ticket to retrieve
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_LIST_LOCATIONSTool to list all locations in Freshservice. Use when you need to retrieve paginated location data.
Input parameters
Page number for pagination (1-indexed; must be >=1)
Number of locations per page (must be between 1 and 100)
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_LIST_SERVICE_CATALOG_ITEMSTool to list all service catalog items in Freshservice. Use when you need to discover available catalog items and their display_ids before creating service requests.
Input parameters
Page number for pagination (1-indexed; must be >=1)
Number of items per page (must be between 1 and 100)
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_LIST_TICKETSTool to list all tickets in Freshservice with optional filtering and pagination. Use when you need to retrieve ticket IDs or search for tickets. By default only tickets created within the past 30 days are returned; use updated_since for older tickets.
Input parameters
Page number for pagination (1-indexed; must be >=1)
Filter tickets by predefined criteria.
Comma-separated list of additional fields to include (e.g., 'requester', 'stats', 'description', 'conversations', 'assets'). Each include consumes additional credits.
Field to sort by (e.g., 'created_at', 'updated_at', 'status', 'priority')
Number of tickets per page (must be between 1 and 100, default 30)
Sort order: 'asc' for ascending or 'desc' for descending.
Timestamp to get tickets updated after this time (ISO 8601 format, e.g., '2026-01-01T00:00:00Z'). By default only tickets created within the past 30 days are returned.
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
No publicly available marketplace agent is found using this tool yet. There are 81 agents privately built on Nagent that already use Freshservice.
Build on Nagent
Connect Freshservice to any Nagent agent in minutes — no API key management, no boilerplate. Just configure and deploy.
The five questions agent builders ask before adopting a new integration.
Open the External Integrations panel inside Nagent (app.nagent.ai/externalIntegration), find Freshservice, and click "Connect Now." You'll authenticate with an API key — Nagent handles credential storage and refresh automatically. Once connected, Freshservice is available to any agent in your workspace.
No. Nagent provides no-code integration for every tool. Once Freshservice is connected, you configure its 9 actions directly in the agent builder UI — no API calls, no boilerplate, no schema management.
Helix — Nagent's agentic agent builder — lets you drop Freshservice steps into any workflow visually. Pick an action (e.g., one of those listed above), fill in the inputs (Helix knows the required vs. optional schema for each parameter), and connect it to upstream/downstream steps. Triggers run as the entry point of an agent, so when a Freshservice event fires, the agent kicks off automatically.
Every Freshservice action and trigger ships with a fully-typed schema — input parameters with name, type, required flag, and description, plus the output payload shape. The schemas are documented in the sections above. Helix uses these schemas to validate your configuration at build time and to type-check the data flowing between steps.
Yes. While Freshservice ships with 9 pre-built customer support actions, you can layer custom logic around them inside Helix — pre/post-processing steps, conditional branches, retries, or stitching Freshservice together with other connected tools. For deeper customization, talk to our team about Nagent's Agentic AI Lab — forward-deployed engineers who build Freshservice-based workflows tailored to your business.