Apps and Marketplace Integrations

Hi all, We’re trying to ensure that all hardware assets imported from Microsoft Intune are automatically assigned the correct Vendor (e.g., Atea) in Freshservice. So far, we’ve tried the following: Workflow Automator (Scheduled): We created a workflow that filters assets where Manufacturer = Lenovo and Vendor is empty. However, there is no available action to set Vendor directly in the Asset module. API attempt: We tried updating the asset using: PUT /api/v2/assets/:id { "asset": { "vendor": "Atea" } } This returned: { "field": "Vendor", "message": "Unexpected/invalid field in request" } GET /assets/:id?include=type_fields confirms that vendor_id is embedded under type_fields and seems to only be set when the asset is linked to a Product. So it seems like the only way to assign Vendor is to: Create a Product where the Vendor is set Update the asset’s product_id to inherit the vendor indirectly This feels pretty restrictive and not scalable when dealing with dynamic Intune imports. ❓ Qu

Hi everyone, We’re currently setting up SCIM provisioning from Microsoft Entra ID (Azure AD) to Freshservice using the official “Azure Active Directory Provisioning (SCIM)” app from the Freshservice Marketplace. We’ve followed the official documentation and user provisioning works fine when users are assigned individually to the app. However, we’re trying to manage provisioning using groups — and that’s where we’re hitting a roadblock. What we’ve tested: Created a Security group in Entra (not a Microsoft 365 group) Added the group under “Users and Groups” in the Freshservice Enterprise App Verified that the Provisioning Scope is set to “Sync only assigned users and groups” Provisioning works for individually assigned users ✅ ❗ But for the group, the following error shows up in provisioning logs: Group 'APP-Freshservice' will be skipped. EntityTypeNotSupported Has anyone successfully used groups (specifically, Security groups) in Entra to automatically provision users into Freshservice

Hi everyone! I am writing a recipe to get worker information from workday to Freshservice. The worker record has multiple organizational record. Jason data (as a worker in WD) set includes 9 records of various organizations. I need to use only the one #4 (in this case - on the image). But the recipe has only one set of fields, not 9 and it always pulls only the first organization record. How can I access the record #4, or any other for that purpose? Any ideas appreciated… Thank you!

We have multiple tenants under one main account. Is it possible for me to select or change which tenant I want the ticket created in?

We currently have the PagerDuty app integration set up and configured within Freshservice, allowing us to create incidents in PagerDuty through ticket-based workflow automations. This setup works well and enables us to trigger incident creation in a specific PagerDuty service as defined in the app configuration. However, we now have a second use case where we’d like to trigger incidents in a different PagerDuty service — also based on a Freshservice workflow automation. The current app settings appear to support only a single PagerDuty configuration, which is tied to one service. Is there a way to enable multiple PagerDuty service integrations from Freshservice, either through additional configurations, workarounds, or from the PagerDuty side? Specifically, we’re looking for a way to direct incidents to different PagerDuty services based on workflow conditions or ticket attributes. Any guidance or suggestions on how to approach this would be greatly appreciated. Thanks in advance!

If you are trying to install an apk via local storage ( ie, not via Google play store ) ; then go to settings : security : check allow installation of apps from unknown sources. Now try installing the apk. Apk Influx

We’re excited to introduce Exalate for Freshdesk —a smarter way to automate your escalation workflows and beyond! Our latest connector will enhance collaboration between support teams using Freshdesk and their counterparts in development or engineering using Jira, Azure DevOps, etc. Why Exalate for Freshdesk? Exalate for Freshdesk helps automate the ticket escalation process between Freshdesk and other systems like Jira, Azure DevOps, Salesforce, ServiceNow, Zendesk, etc. This eliminates the need to switch between different tools to look for updates or other critical information, ensuring data is shared accurately and in real time. Support teams often need to collaborate with developers, outsourced service desks, and sales teams to ensure smooth ticket escalation and resolution. But things don’t always go as planned. Misaligned communication, manual updates, and inaccurate data can all contribute to delays, SLA breaches, and angry customers. Key Features of Exalate for Freshdesk AI-ass

is there anyone that has implemented the workday connector? We are looking at the connector tool and would like to automate as much as we can between the two system for our onboarding but it looks like we would have to adjust our onboarding module. If you have setup the connector, how did you configure in the onboarding recipe flow in the onboarding module?

Hi All, Hoping that someone can offer some advice on this. I utilise PRTG as a network monitoring tool and have an integration into FreshService so an Alert ticket gets created in FreshService and then an alert rule to create an incident off that. This was configured as a default following - Integrate PRTG with Freshservice Alert Management : Freshservice The ‘Monitoring Tool’ integration in FreshService connects to my centralised core PRTG server and all alerts get dropped into one queue and then we manually assign to an appropriate agent group. These alerts all come from different customers with remote PRTG probes that connect to the core. I’m trying to find the best way to automate assigning the alerts into the correct agent group based on which customer they come from. Has anyone done this sort of thing and how was it done? I’m trying to avoid having an integration and alert rule for each different customer if I can avoid it but that seems to be the easiest way that I can find at t

All, Hoping I can get some guidance on this issue - I’ve recently implemented the “Azure Active Directory Provisioning (SCIM)” app in our Freshservice tenant w/ setup in Entra ID. For some time, this was working properly, however, it appears that most but not all “Create” actions fail the majority of the time.. I have attempted the following in attempt to correct the issue: Uninstalled and reinstalled app in Freshservice, entered new SCIM token in the Freshservice Enterprise App in Entra ID. Stopped, restarted provisioning in the Enterprise App. Manually provisioned select users. Reviewed Freshservice API request limit to which our tenant is nowhere near maxing out. I would like to note that I previously added custom attributes that were functioning and are reporting in Freshservice, but no other config has been tampered with. Every once in awhile, 1 or more requestors will create successfully, though most result in this useless and generic error code:

Hi, I am wanting to link Freshservice to our Genesys phone system. I have followed the below guide. https://support.freshservice.com/support/solutions/articles/50000009956-freshservice-integration-with-genesys-cloud-cti It is all setup within FS, but I am struggling to understand what needs to be setup Genesys side. Genesys Cloud Embeddable Framework is setup and that’s about it. Our MSP thinks we need a framwork.js file - but unsure if this is something I need to setup, FS need to setup or Genesys need to setup. Please help! :)

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I am a new customer. Today I setup SSO and SCIM Provisioning through Azure AD, all worked well without issue. However, when setting up Provisioning I had to give an “organization admin” API key. The only one I could find was under my own Fresh Service profile. I could not find one that is user agnostic or tied to a built in administrator role. Does this mean if I left the organization that these integrations would fail once my user account was disabled? Have I missed something when setting this up?

Hey, Today, i have integrated the Azure Active Directory Provisioning (SCIM) with Azure. There is one challenge we have different id for UPN and email id. eg. upn - 123@abc.com & mail - xyz@abc.com. when we import in fresh services under requester the upn is reflecting in email. but we dont want to send email on the upn. i have changed source attribute from UPN to mail. its getting failed to import the user. please help.

All available documentation for Freshping mentions that an update about the suspension of the service will be provided 23H2 - can we assume that no news in the last year means the service has been permanently killed?