> For the complete documentation index, see [llms.txt](https://docs.siit.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.siit.io/guides/integrations/integrations-ticketing/connect-freshservice-with-siit.md).
# Connect Freshservice
Escalate Siit requests to your specialist teams in Freshservice with all the request context carried over and a link kept on both sides.
### How it works
The integration runs **Siit → Freshservice**. A request is created in Siit (via Slack, Teams or the Portal), then escalated to Freshservice — manually from the request side panel, automatically via a workflow, or by the AI IT Agent. Siit creates the Freshservice ticket, pre-fills it with the request context, and links both records.
### Before you start
* A **Freshservice admin** to generate an API key.
* The Freshservice **workspace(s)** and **ticket type(s)** you want to escalate to.
* Optional: a dedicated “Siit Integration” Freshservice agent, so the connection survives admin turnover.
**Step 1 — Generate a Freshservice API key**
1. In Freshservice, click your **profile avatar → Profile settings**.
2. Copy the **API key** shown on the right.
**Step 2 — Connect Freshservice in Siit**
1. In Siit, go to **Settings → Integrations** and find **Freshservice** in the Ticketing section.
2. Click **Connect**.
3. Enter your Freshservice **domain** (e.g. `yourcompany.freshservice.com`) and the **API key**.
4. Click **Authorize**. Siit verifies the connection.
5. Pick the Freshservice **workspace(s)** and **ticket type(s)** to make available for escalation.
\**Step 3 — Test the escalation*\
*\**
Open any Siit request, click **Escalate ticket → Freshservice**, choose the group, ticket type and priority, fill in the subject and description, and submit. Confirm the ticket appears in Freshservice and the link shows on the Siit request.
### Using it at scale
* **Workflow action** — add **Create Freshservice ticket** as a workflow step (e.g. *when tag = “Network” → create a ticket in the network group*), with approval gating where needed.
* **AI IT Agent** — inside a playbook, `/Freshservice create ticket` lets the agent escalate autonomously, with optional human approval.
### Frequently asked questions
**Does resolving the Freshservice ticket close the Siit request?**
Yes, if you enable it. Freshservice now supports configurable two-way sync: in **Settings → Workspace → Integration library → settings**, choose what syncs in each direction (resolution, assignee, notes, messages). See the *Control what syncs between Siit and your ticketing tool* article.
**Can I map custom fields?**
Standard fields (subject, description, group, ticket type, priority) are supported today. Custom field mapping is on the roadmap.
**A group or ticket type is missing from the picker.**
The connecting Freshservice agent lacks access to it. Update the agent’s group membership/permissions in Freshservice and re-sync.
**“Invalid credentials” on connect.**
The API key is wrong or was regenerated, or the agent it belongs to was deactivated. Generate a fresh key and update Siit.
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