About Freshservice
Freshservice is a IT-service-management platform. Connecting Freshservice to Serval allows the syncing of tickets between the two systems.What the Freshservice integration enables
| Capability | Description |
|---|---|
| Access Management | Create, update, and manage users and their permissions |
| Automation workflows | Trigger automated processes and approval flows |
| Sync Tickets | Maintain data consistency across platforms, sync tickets between Serval and Freshservice |
Freshservice configuration (in Freshservice)
You authenticate Serval with a Freshservice API key. You can generate this key from either:- A dedicated service account (recommended) – clearer attribution and least-privilege.
- An existing admin – faster but all automations appear under that admin’s name.
Generate the API key (service-account flow recommended)
- In Freshservice Admin → Agents create a new agent (e.g. Serval Integration).
- Assign it the Agent role (ticket comment permissions).
- Open the profile → Settings → API Key and copy the key (shown once).
Serval Configuration
- In Serval navigate to Apps → Available → Freshservice → Connect.
-
Complete the form:
Field Value Service Instance ID Your Freshservice domain. For https://acme.freshservice.comenteracme.freshservice.com.API Key The key you generated above. - Click Save.
Additional notes
Recommendation – use a service account
Using a dedicated service account keeps automated updates separate from human comments.Comment attribution rules
Freshservice only allows Serval to impersonate agents whose role does not include powerful admin permissions (e.g. Edit Agents, Manage Roles). If an agent has those permissions, Serval will fall back to posting as the service account and include a note with the original author. See the image below for a minimal, non-admin role: