Connect Freshservice¶
Step-by-step guide to connecting Freshservice to Thalian for ITSM intelligence and alert delivery.
Prerequisites¶
- Freshservice account with API access enabled
- Freshservice admin or agent account with API key access
Find Your API Key in Freshservice¶
- Sign in to your Freshservice portal
- Click your profile icon in the top-right corner
- Go to Profile Settings
- Your API key is displayed on the right side of the page
- Copy the API key
Recommended Permissions¶
The Freshservice API key inherits the permissions of the account that owns it. Thalian needs:
- Read access to tickets, agents, and assets for sync
- Write access to tickets only if alert rules are enabled (to auto-create tickets for findings)
An Agent role with access to the relevant service desks is sufficient.
Connect in Thalian¶
- Go to Integrations → Browse
- Find Freshservice and click Connect
- Enter your Freshservice domain (e.g.,
yourcompany.freshservice.com) - Paste your API key
- Click Save — Thalian validates the credentials and begins the first sync
What Thalian Syncs¶
- Tickets — service requests and incidents with status, priority, and resolution data
- Agents — agent directory and group assignments
- Assets — IT asset inventory for cross-referencing with endpoint data
Alert Rules¶
When alert rules are enabled, Thalian can automatically create tickets for new findings above your configured severity threshold.
For a full list of supported platforms, see Integrations Guide.