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I am new to Freshservice and still trying to get around the configuration. I’ve been looking at some of the third party integrations (e.g. AzureAD Provisioning) however they require an API key.

If I follow the instructions to get my API key - select my Profile Picture (top right) > Profile Settings on the right hand side there’s a heading Your API Key however underneath there’s a message that says:

Your API key is disabled. Please contact your admin to enable it.

I am the organisation admin for our account so I assume I have the correct priveleges, and I have been searching the documentation and the internet and cannot for the life of me find any information on how to enable it, other than ‘speak to your admin’…

If someone would please shed some light onto this that would be amazing as it’s increasinly frustrating that I cannot locate any information - and starting to tarnish my opinion of what appeasrs to be a good product. I am sure it’s something simple that I have missed!!

Thanks

It sounds like you’ve run into a common point of confusion in Freshservice. Even though you’re the account admin, API key access isn’t controlled directly from your own profile — it’s a global security setting that has to be enabled at the account level.

Here’s what you need to check:

  1. Go to Admin Settings

    • From the left menu, click on the Admin gear icon.

  2. Look for Security Settings

    • Under Account Settings (or in newer UI: General Settings → Security), there’s a section for API Access.

    • If your organization has chosen to disable API keys (often for security/compliance reasons), it will show as disabled here.

  3. Enable API Access

    • As an Admin, you should see the option to toggle API key access back on.

    • Once enabled, each agent (including yourself) can generate and view their API key under their own Profile Settings.

  4. If You Don’t See the Option

    • In some Freshservice plans (and regions), API key usage may be restricted and replaced with OAuth2 / Service Accounts.

    • In that case, you won’t be able to enable it yourself — you’d need to raise a ticket with Freshservice support to enable API keys for your account, or set up the integration using an OAuth app instead.

So in short:

  • Check under Admin → Security to see if API keys are disabled at the account level.

  • If you don’t see any way to enable it, it’s not you — it’s a restriction tied to your plan/config. Contact Freshservice support and they can clarify whether API keys can be turned on for your tenant, or if you need to use OAuth for AzureAD provisioning.

Hi, ​@Dustin W , check if you have the “Account Admin” role under “permissions” tab in your agent profile. Being an organizational admin is different from being an account admin. Furthermore, go to Global settings > Agents > Select your agent profile ( all details will be available there) > Permissions > Enable your API key toggle.

Also, if that doesn’t work, make one of your colleague an “account admin” temporarily, and then ask them to enable the API key toggle in your agent profile ( under permissions tab). 

If you don’t have the Account admin role, just ask another admin or make someone an account admin so that the role can be assigned to your profile. In freshservice, you will not be able to modify your own roles, you need someone to do it for you.

To check if you have the required roles, go to Global settings > Agents > Select your agent profile > Permissions > All details about assigned roles will be available

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