Fresh Service

The Freshservice integration creates and syncs service requests from Xyte device incidents in your Freshservice instance.

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Service Request based

This is the Service Request based integration. For an Incident based integration, contact [email protected].

Before you start

You'll need:

• Your Freshservice Instance URL — for example, https://acme.freshservice.com.
• A Freshservice API key (recommended), or an agent username and password.
  • To find the API key: in Freshservice, open Profile Settings → Your API Key.

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Use a dedicated agent

Connect with a dedicated, least-privilege agent so activity is auditable and access can be revoked without affecting anyone else.

Step 1 — Connection

1. Go to Connections → Integrations (or Settings → Integrations → Ticketing System) and choose Fresh Service.
2. On the Connection stage, enter:
   • Instance URL — your Freshservice URL.
   • Username / API key — paste your API key here (or your agent username).
   • Password / Empty (when using API key) — leave this empty when using an API key; enter a password only if you're authenticating with a username and password.
3. Click Update, then Next.

Step 2 — Catalog Category

Select the Freshservice catalog category that Xyte's service requests should be created under, then click Next.

Step 3 — Catalog Item

Select the catalog item to use for the requests Xyte creates, then click Next.

Step 4 — Fields Configuration

Map Xyte incident details to the Freshservice request fields, then click Next.

Step 5 — Enable

Turn the integration on. Once enabled, new Xyte device incidents create matching Freshservice service requests and stay in sync as the incident changes.