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ClickRuntime

Automate Freshservice

Keep your service desk moving without watching the queue. New tickets reach the IT channel, the morning starts with open and overdue counts per group, and incoming requests can arrive already sorted by category and priority. Tell your AI assistant what the desk needs, review the plan it shows you, and it keeps working in the background.

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Try asking

Create a ClickRuntime automation: every 5 minutes, check Freshservice for new tickets and post the subject, requester and priority of each one to #it-helpdesk in Slack with a link to the ticket.

Paste it into your assistant. It tells you what it will send or change before it runs live.

Ideas

What you can automate in Freshservice

Faster eyes on fresh requests, a clear picture of the backlog before standup, and tickets that show up pre-sorted for your agents. These are ready-made starting points. Anything else you can describe works too.
Every 5 minutes

Post new Freshservice tickets to your IT channel

Every new ticket appears in your IT chat channel within a few minutes, so nobody has to refresh the queue.

See how it works
Daily

Get a morning count of open and overdue tickets

Each morning you see how many tickets are open and how many are past due, broken down by group.

See how it works
Every 5 minutesAI

Sort new tickets by category and priority

Incoming tickets get a category and priority set from what the requester wrote, before an agent picks them up.

See how it works Your own logic

Any other automation you can describe in words

Your own rules, schedule and AI steps with Freshservice, plus any other app. Describe it and your assistant builds it.

See how to build your own

Build your own

Build any Freshservice automation you can describe

The ideas above are ready-made starting points, not a fixed list. Describe what Freshservice should do in your own words, with your conditions, other apps or an AI step, and your assistant writes it, tests it and runs it on ClickRuntime.

  • Your own rules

    Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.

  • Any number of apps

    One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.

  • AI where it helps

    Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.

  • On a schedule or on each event

    Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

For example, ask your assistant

Every 15 minutes, check Freshservice for urgent tickets unassigned for more than 30 minutes and remind me with the ticket subject and requester.

When a new high priority ticket is created in Freshservice, post it to our #it-help Slack channel with the subject and requester.

Every Monday, export last week's Freshservice tickets to Google Sheets, have AI group them by recurring issue, and create a Jira issue for any issue reported more than five times.

Beyond chat

Have Freshservice work when you're not in the chat

Connecting Freshservice to ChatGPT or Claude lets you ask about it while you chat. ClickRuntime handles the part that should happen on its own: checks on a schedule and actions on each new event, set up from the same chat and running after you close it.

Setup

Connect Freshservice

Freshservice authenticates with the personal API key of an agent. Use an agent whose access matches what the automation should read or change.

Freshservice

IT service management

  1. Sign in to Freshservice as the agent the automation will act as.
  2. Click your profile picture in the top right and open Profile settings.
  3. Copy the API key shown below Change Password.
  4. In the ClickRuntime dashboard, open Connections & secrets, add the key as a secret and enter your <domain>.freshservice.com address.

Good to know

Freshservice limits that affect automations

  • Requests per minute depend on your plan: 100 on Starter, 200 on Growth, 400 on Pro and 500 on Enterprise. Add-on packs raise this to 1,000 or 2,000.
  • When the limit is hit, Freshservice answers with a 429 and a Retry-After header, so the run waits and tries again.
  • The API only works over HTTPS on your freshservice.com domain. A custom CNAME will not work.
  • Resetting the API key in your profile breaks the connection until you save the new key.

FAQ

Questions about automating Freshservice

What can ClickRuntime do in Freshservice?
Whatever the agent who owns the API key is allowed to do. The automations here read tickets, count them by group and status, and update a ticket's category and priority.
Which agent's key should I use?
Each key belongs to one agent and carries that agent's permissions. Many teams use a dedicated agent account so the connection doesn't depend on one person's login.
How quickly does a new ticket show up?
Ticket alerts check Freshservice every 5 minutes and post anything new since the last check.
Does ticket triage need AI?
Yes, suggesting a category and priority uses AI, which comes with every ClickRuntime plan, so you don't need your own AI key. The alert and the daily report run without AI.
What happens if I reset my Freshservice API key?
The old key stops working straight away. Copy the new key from Profile settings and update the secret in the ClickRuntime dashboard.
Is this a Freshservice connector for ChatGPT or Claude?
Not for chatting with Freshservice data. A chat connector lets your assistant read and change Freshservice while you're in the conversation. ClickRuntime is for the work that should happen without you: you set up an automation from the chat once, and it keeps running on a schedule or on each Freshservice event.

Related pages

Keep exploring

Tell your assistant what Freshservice should do

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