Freshservice
Service ID: freshservice
Freshservice is Freshworks' cloud-based IT service management (ITSM) solution with ticketing, asset management, and change management.
Beta — this connector is in beta. Functionality and resource coverage may change.
At a Glance
- Difficulty
- ⚡MODERATEConsumer-Supplied API Key + Subdomain — No Partnership or App Review
- Authentication
- Basic AuthHTTP Basic authentication with the consumer's Freshservice API key — not OAuth.
- Webhooks
- No webhooks — Freshservice change events are not surfaced; poll for changes instead.
- Partnership Required
- No(Not required — the Freshworks partner program applies only to Marketplace apps.)
- Apideck Credentials
- Not available(Not available — Apideck holds no Freshservice tenant; each consumer supplies their own subdomain and API key.)
- Costs
- No free tier — priced per agent/month on annual billing: Starter $19, Growth $49, Pro $99; Enterprise is quote-based.
- Sandbox Availability
- Available(Enterprise plan only.)
- Account Type Required
- Any Freshservice agent account with ticket-view access — no specific plan or edition required.
- Consumer Access Level
- The API key inherits the generating agent's permissions, so the connection sees exactly what that agent can see.
- Rate Limits
- Account-wide per-minute cap set by plan — 100/min on Starter up to 500/min on Enterprise; paid add-ons raise it further.
Responsibility matrix
| Task | You (Customer) | Your Consumer | Apideck |
|---|---|---|---|
| Enable the Freshservice Connector | ✓ Via Apideck Dashboard | — | — |
| Generate the Freshservice API Key | — | ✓ | — |
| Supply Subdomain & API Key in Vault | — | ✓ | — |
| Store & Encrypt Credentials | — | — | ✓ |
| Validate the Connection | — | — | ✓ Automatic |
| Call Freshservice Data via the Proxy API | ✓ Builds the requests | — | ✓ Routes and authenticates |
| Monitor Connections | ✓ Via Apideck Dashboard | ✓ Can revoke the key anytime | Logs & alerts |
Environments
- Single environment
- Testing and production share the same credential shape — one subdomain plus one API key, whichever tenant you point at.
- Testing
- Test against a 14-day Freshservice free trial tenant (no credit card, with a choice of US, India, Europe, or Australia data-center region) or a Freshservice account you already control. Every tenant holds live data, so treat anything the integration writes as production data.
🚨Important to Know About Freshservice
- Freshservice is an auth-only connector: there are no unified Issue Tracking endpoints. Every read and write goes through the Proxy API against Freshservice's own API shape.
- Apideck validates a new connection by listing tickets on the tenant, so a key generated by an agent whose role cannot view tickets is rejected even though the key itself is valid.
- Accounts created before September 1, 2020 stay on a legacy 1,000-calls-per-hour limit until Freshservice migrates them.