Ticketing & ITSM

Freshservice

Drive Freshservice ITSM tickets, agents, and service catalog in plain language.

Dex connects to Freshservice over the REST API v2 and lets admins and employees run ITSM operations in natural language — opening tickets with the right requester and priority, adding notes, updating agents, resolving issues, and looking up the service catalog — with numeric priorities (1–4) and statuses (Open/Pending/Resolved/Closed) handled automatically under policy.

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What Dex does with Freshservice

Dex handles both admin workflows and employee self-service — all policy-guardrailed and audit-logged.

For admins (CoAdmin)

Create tickets with requester email or ID, subject, description, priority, and source
Search tickets by requester email, filter (new_and_my_open, watching), or updated_since date
Update ticket fields — priority, status, agent assignment, group, and department
Add notes (public or private) or replies to any ticket
Manage agents, requesters, groups, and departments — create, update, and deactivate
Browse the service catalog, roles, and ticket conversations
Resolve tickets (status 4) or fully close them (status 5) with a closing note

For employees (self-service)

Open a Freshservice ticket from a natural-language description of your issue
List your own open tickets and see their priority and status
Check the status of a specific ticket number
Add a note to one of your tickets so the agent picks up the new context
Mark your ticket resolved once you've confirmed the fix

Just ask Dex

Your team types a request in plain language. Dex investigates, plans, and executes — with the right guardrails.

Admin prompts

>Open a High priority Freshservice ticket for alex@acme.com — laptop blue-screens on Teams calls, assign to the Hardware Support group
>List every Freshservice ticket updated since yesterday that's still Open or Pending
>Add a private note to ticket #2104: "Waiting on vendor RMA — tagged the asset for replacement"
>Resolve ticket #2087 with a short note about the driver update we rolled out
>Show me the service catalog items tagged "onboarding"

Employee prompts

>Open a Freshservice ticket — I need a new monitor requested through the standard onboarding flow
>What's the status of my ticket #2091?
>Add a note to my ticket that the issue started again after lunch
>Please resolve my ticket about the printer, it's working now

Policy actions

Every action Dex can take on Freshservice is declared, scoped, and guardrailed. Admins control which apply, who approves them, and whether they're limited to self-service.

Action	What it does	Guardrails
`freshservice_create_ticket`	Create a new Freshservice ticket on behalf of the end user	self-only
`freshservice_add_note`	Add a public reply or private note to an existing ticket	self-only
`freshservice_resolve_ticket`	Resolve or close a Freshservice ticket (status 4 or 5)	self-only
`freshservice_list_tickets`	List and search the user's Freshservice tickets	self-only

How to configure Freshservice

Onboarding takes minutes. Dex validates your credentials before saving them.

Setup steps

1
Sign in to Freshservice as an admin and click your profile picture → Profile Settings.
2
On the Profile Settings page, copy Your API Key from the right sidebar (click View API Key if needed).
3
Note your Freshservice subdomain — the part before ".freshservice.com" (e.g. "mycompany" from mycompany.freshservice.com).
4
In Dex, enable the Freshservice integration and paste the subdomain and API key. Dex validates with a live /api/v2/tickets call using Basic Auth (API key as username, "X" as password).
5
Optional: scope the API user's agent role to limit which groups, departments, or service catalog items Dex can touch.

Vendor documentation ↗

Credentials required

domain: Your Freshservice subdomain (e.g. "mycompany" from mycompany.freshservice.com)
apiKey: Freshservice API key — found on your Profile Settings page under Your API Key

Requirements

•Freshservice agent account with permission to manage tickets and (optionally) agents/requesters/groups
•API key inherits the permissions of the agent who generated it — use a dedicated service agent with a scoped role
•Priority is numeric (1=Low, 2=Medium, 3=High, 4=Urgent) and status is numeric (2=Open, 3=Pending, 4=Resolved, 5=Closed) — Dex translates automatically
•Per-page max is 100; Dex paginates transparently for larger searches

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