Freshservice

Connect to Freshservice from Trelica

In Trelica, go to Admin > Integrations > Freshservice and click Connect.

Find your API key

Log in to Freshservice.
Click on your profile avatar in the top right corner of your screen.
Click on Profile settings:
Copy your API Key to the clipboard:

Actions on Freshservice agents

Permanently remove access

The Delete action in Trelica is the same as Forget Agent in Freshservice.

All incidents and notes (public and private) created by this agent will be deleted.
All Service Requests which were requested for this user will also be deleted.
The 'Forgot Agent' action will be recorded under the Activities tab.
The previous actions performed by the forgotten agent (including their name) will remain in the audit log.

Reduce costs

If an agent is not active in Freshservice, either:

Change the user license type from Full-Time to Occasional. This will switch billing to use day passes, rather than as a full-time agent.

Change the user license type back to Occasional if the agent becomes more active to avoid purchasing additional day passes.

OR
Deactivate the user. The user will no longer have access to Freshservice:
- You will not be able to assign entities (such as tickets, problems, assets and projects) to them.
- All tickets assigned to the agent with Open, In Progress or Pending statuses will automatically become unassigned.
- All tickets assigned to the agent with Resolved and Closed statuses will remain as it is.
- The agent will automatically be removed from all account level configurations except workflow automator, in which users will have to manually remove the agent from the associated workflow.

Keep Trelica tasks and Freshservice tickets in sync

When you connect to Freshservice from Trelica you can enable the Create Tickets option.

To keep a Trelica task's status in sync with a Freshservice ticket, you will need to create a workflow using Freshservice's Workflow Automator that will update Trelica when the ticket's status changes.

Before starting, go to the Freshservice integration in Trelica, and find the Callback URL for the Freshservice ticket automator. You will need this when setting up the Freshservice workflow.

Create a Freshservice workflow

Navigate to the Admin page in Freshservice.
On the Admin page, click the Workflow Automator link within the Automation & Productivity section. You can search for workflow automator.
On the Workflow Automator page, click New Workflow, followed by selecting the Event Based Workflow type.
Name the workflow Trelica tickets and select Tickets as the Module.

We recommend an optional description like Keeps Trelica tasks in sync with Freshservice tickets that have been created via the Trelica source..
Add the following events as triggers for the workflow:
- Ticket is updated
- Ticket is deleted
- Ticket is marked as spam
- Status is changed from Any Status to Any Status
- Due date is changed
Drag and drop a Condition after the Event (this will be named "Ticket is updated" if you've left the name as the default) in the workflow and select Ticket Fields.Source is Trelica.
Drag and drop an Action after the Condition and select Trigger Webhook.
Select POST for the Request Type,
Enter the Callback URL which you took from Trelica. It will be something like: https://app.trelica.com/IntegrationsApi/Integrations/123a4567891bc234d5ef6a78/Hooks/TicketUpdated.
Select Credentials > Inline Credentials, and No Auth for the Authentication Type.
Set Encoding to JSON and Simple
Select the following properties for Content:
- Ticket URL
- Due By Time
- Ticket ID (numeric)
- Status
- Source
Set the label to Update Trelica and click Done.
Once you have configured the event and action, click Activate on the workflow to ensure it's enabled.

Note that you'll want to Deactivate or Delete the workflow you've created if you disconnect the Trelica integration.