Freshservice is a cloud-based IT service management (ITSM) solution with incident management, asset management, and IT service automation capabilities
Updates the same supplied fields on multiple Freshservice tickets identified by ID, using sequential requests. Returns the IDs reported as updated and per-ticket failure details, so results can be reviewed individually.
Create 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).
Create a new Freshservice ticket to log an incident.
Deletes a release from Freshservice. Deleted releases can be restored.
Deletes a Freshservice knowledge base solution article by ID, moving it to Trash where it can be restored. The tool also reports a 404 response as success.
Deletes a Freshservice solution category, moving it and its associated folders and articles to Trash. They can be restored.
Retrieve one Freshservice support agent profile by its numeric user ID.
Retrieve one Freshservice requester profile by its numeric user ID.
Retrieve a specific Freshservice ticket by ID, including its status, priority, requester ID, and other supported attributes.
Lists Freshservice problem form field definitions for a specified workspace. If no workspace is specified, it returns global and primary workspace fields.
Retrieve a service catalog item's details and request form by display ID.
Return Freshservice support agents page by page.
Lists a page of Freshservice locations, with a choice of page number and page size. An empty list can also be returned when location access or the fallback request fails, so it does not necessarily mean there are no locations.
Return one page of Freshservice requester profiles.
List Freshservice tickets with optional predefined filtering and pagination; on accounts with workspaces, results are limited to the primary workspace. By default, only tickets created within the past 30 days are returned; use updated_since for older tickets, and note that a 404 response produces an empty list.
Return a page of tasks belonging to one Freshservice project.
Lists Freshservice release form field definitions for building or validating release forms. Optionally select a workspace; by default, accounts with workspaces receive global fields and fields from the primary workspace.
List service catalog categories in the primary or selected workspace.
Requests a page of Freshservice service catalog items to help identify items and their display IDs for service requests. Supports page and page-size selection; Freshservice documents a maximum of 30 items per page. A 404 or 500 response is returned as an empty list.
Return approvals and their current participants for a service request.
Return a page of replies and notes on one Freshservice ticket.
List ticket field definitions and their allowed values.
Search Freshservice tickets using the provider's filter expression syntax.
The Freshservice integration connects your Dench AI CRM directly to Freshservice, so agents can read and act on your Freshservice data as part of everyday work — answering questions in chat, keeping your CRM in sync, and running automations without anyone copying data between tools.
23 actions are available for agents to invoke on your behalf. Every call runs through Freshservice's own authorization, scoped to the account you connect.
Sign in to your Dench workspace and open Integrations.
Find Freshservice and click Connect — you'll authorize access through Freshservice's own sign-in flow. No API keys or code required.
Ask an agent to use Freshservice in chat, or call it from an automation.
Manage or disconnect the connection any time from workspace settings.
The Dench Freshservice integration connects your AI CRM to Freshservice, so AI agents can work with your Freshservice data as part of chats, automations, and CRM workflows. You connect your account once, and every agent in your workspace can use it — governed by your workspace permissions.
The Freshservice integration currently exposes 23 actions, including Bulk Update Tickets, Create Service Request, Create Ticket, Delete Release, Delete Solution Article, and Delete Solution Category. Agents invoke them on your behalf from chat or from automations.
No. You connect Freshservice from your Dench workspace using Freshservice's own sign-in and authorization flow — no API keys to copy, no glue code to maintain.
Connections are authorized through Freshservice's own authentication flow, and Dench stores only the authorization needed to act on your behalf. You can review and disconnect the Freshservice connection from your workspace settings at any time.