> ## Documentation Index
> Fetch the complete documentation index at: https://koreai-ai-for-process-dev.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Configuring the Freshservice ITSM Action

<Badge icon="arrow-left" color="gray">[Back to Actions Integrations](/ai-for-service/integrations/overview#actions)</Badge>

Connect the XO Platform to Freshservice to create, view, update, and delete ITSM tickets. See [Freshservice documentation](https://www.freshworks.com/freshservice/product-updates/) for details.

***

## Supported Authorization Types

The platform supports Basic Auth for Freshservice integration. See [App Authorization Overview](../../../dev-tools/bot-authorization/bot-authentication.md) for details.

| Authorization Type                       | Supported |
| ---------------------------------------- | --------- |
| Pre-Authorize the Integration            | Yes       |
| Allow Users to Authorize the Integration | Yes       |

***

## Prerequisites

Before enabling the Freshservice action:

* Create a Freshservice account and note your login credentials.
* Copy the **API Key** and **Domain name** of your Freshservice account.

***

## Step 1: Enable the Freshservice Action

Go to **App Settings > Integrations > Actions** and select **Freshservice**.

### Pre-authorize the Integration (Basic Auth)

1. In the **Configurations** dialog, select the **Authorization** tab.

2. Set **Authorization Type** to **Pre-authorize the Integration** > **Basic Auth**.

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/freshservice-action-img2.png" alt="Auth type" />

3. Enter the following fields:

   | Field           | Description                                 |
   | --------------- | ------------------------------------------- |
   | User Sub Domain | Domain name of the Freshservice account     |
   | API Key         | Secret API key of your Freshservice account |

4. Click **Enable**. The Integration Successful pop-up appears on first configuration.

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/freshservice-action-img3.png" alt="Enable integration" />

<Note>The Freshservice action moves from Available to Configured.</Note>

### Allow End Users to Authorize (Basic Auth)

1. In the **Configurations** dialog, select the **Authorization** tab.

2. Set **Authorization Type** to **Allow Users to Authorize the Integration** > **Basic Auth**.

3. Click **Select Authorization** > **Create New**.

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/freshservice-action-img4.png" alt="Create new auth profile" />

4. Select the authorization mechanism (e.g., **Basic Auth**).

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/freshservice-action-img5.png" alt="Auth mechanism type" />

   See [App Authorization Overview](../../../dev-tools/bot-authorization/bot-authentication.md) for creating Basic Auth profiles.

5. Enter the following credentials:

   | Field                   | Description                                   |
   | ----------------------- | --------------------------------------------- |
   | Name                    | Name for the Basic Auth profile               |
   | Tenancy URLs            | Select Yes if tasks require tenancy URLs      |
   | Base URL                | Base tenant URL for the Freshservice instance |
   | Authorization Check URL | Auth check URL                                |
   | Description             | Description of the auth profile               |

6. Click **Save Auth**.

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/freshservice-action-img6.png" alt="Save auth" />

7. Select the new profile.

8. Click **Enable**. The Integration Successful pop-up appears.

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/freshservice-action-img7.png" alt="Enable integration" />

***

## Step 2: Install Freshservice Action Templates

1. On the Integration Successful dialog, click **Explore Templates**.

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/freshservice-action-img8.png" alt="Explore templates" />

2. Click **Install** for the desired template.

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/freshservice-action-img9.png" alt="Install" />

3. Click **Go to Dialog** to view the dialog task.

4. A dialog task is auto-created for each installed template.

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/freshservice-action-img10.png" alt="Dialog tasks auto created" />

5. Select the desired dialog task and click **Proceed** (e.g., **Create a Ticket**).

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/freshservice-action-img11-tem-img2.png" alt="Select dialog task" />

6. The canvas opens with all required entity nodes, service nodes, and message scripts.

   <img src="https://mintlify.s3.us-west-1.amazonaws.com/koreai-ai-for-process-dev/ai-for-service/integrations/actions/images/freshservice-action-img12.png" alt="Dialog task canvas" />


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