Freshservice

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What is Freshservice?

Freshservice is IT service management software from Freshworks, used by IT and internal service teams for tickets, assets, changes and a self service portal. Logging tickets, adding notes and managing requesters is the daily work. This connection lets Fabric's assistant handle it for you, in plain language.

What Fabric's assistant can do with Freshservice

Once Freshservice is connected, Fabric's AI assistant can work in Freshservice from a simple request.

Create tickets. Create Ticket logs a request or incident, for example from an email or a message in Fabric.

Add notes. Add Notes to a Ticket adds an update or internal note.

Request approval. Request Ticket Approval asks the right person to approve a request, such as new software.

Manage requesters. Create Requester adds an employee, and Update User keeps their details current. API Request (Beta) reaches the Freshservice API for anything else.

You stay in control

The assistant works from your instructions, and it confirms with you before creating tickets or requesting approvals, unless you've told it not to for a particular task.

When a job should run regularly, a Fabric AI job can run on a schedule. The connection also includes the events New Ticket, Updated Ticket and New User, which can start an automation.

How people use it

IT teams log a ticket from a request sent by email.

People teams add a new hire as a requester before their first day.

Managers request approval for a software purchase.

Engineering teams add notes to an incident ticket.

Frequently asked questions

What does the Freshservice connection do?

It lets Fabric's assistant create tickets, add notes, request approvals, create requesters and update users.

Can I create a Freshservice ticket with AI?

Yes. Describe the issue and the assistant creates the ticket.

Can it add notes?

Yes. Add Notes to a Ticket adds one.

Can it request approval?

Yes. Request Ticket Approval sends it, after you confirm.

Can it look up tickets?

There is no action for looking them up. API Request (Beta) can reach the Freshservice API.

Does the assistant create tickets on its own?

No. It acts on your instructions.

Is my data secure?

Everything in Fabric is encrypted in transit and at rest, and the connection acts on your account with your authorization. See the privacy and security guide.

Does Fabric work with other IT tools?

Yes. You can also connect Slack and Microsoft Teams.