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Cross-vertical

Automate Freshservice with Caddi AI Agents

Built for professional services teams.

Yes, Caddi integrates with Freshservice. It runs 315 supported actions in Freshservice, including create asset, create change task, and create change time entry, and connects it to ServiceNow, Gmail, and Microsoft Outlook. You show the workflow on a screenshare or describe it in chat, and change it in plain English as the work changes; Caddi builds it as verified code and runs it every time. No code, no IT ticket.

The differenceMost Freshservice integrations sync records between two apps and leave the steps in between to your team. Caddi runs the whole job across Freshservice and every tool it touches, including the screens with no API.

Supported actions315
Assets20
  • Create assetCreates a Freshservice asset.
  • Create asset componentAdds a component to a Freshservice asset.
  • Create itam assetCreates a Freshservice ITAM asset.
  • Move asset to workspaceMoves a Freshservice asset into another workspace.
  • Restore assetRestores a trashed Freshservice asset.
  • Update assetUpdates a Freshservice asset.
  • Update asset componentUpdates a component inside a Freshservice asset.
  • Update itam assetUpdates a Freshservice ITAM asset matched by name or identifier.
  • Update itam asset by IDUpdates one Freshservice ITAM asset by id.
  • Get assetReads one Freshservice asset by display id.
  • Get asset assignment historyReads who has held a Freshservice asset.
  • Get itam assetReads one Freshservice ITAM asset.
  • Get user assignment historyReads the assets a Freshservice user has been assigned.
  • List asset componentsLists the parts inside a Freshservice asset.
  • List assetsLists Freshservice assets.
  • List contract assetsLists the assets a Freshservice contract covers.
  • List itam assetsLists Freshservice ITAM assets.
  • Delete assetMoves a Freshservice asset to the trash.
  • Delete itam assetDeletes a Freshservice ITAM asset.
  • Permanently delete assetErases a trashed Freshservice asset for good.
Tasks20
  • Create change taskAdds a task to a Freshservice change.
  • Create problem taskAdds a task to a Freshservice problem.
  • Create release taskAdds a task to a Freshservice release.
  • Create ticket taskAdds a task to a Freshservice ticket.
  • Update change taskUpdates a task on a Freshservice change.
  • Update problem taskUpdates a task on a Freshservice problem.
  • Update release taskUpdates a task on a Freshservice release.
  • Update ticket taskUpdates a task on a Freshservice ticket.
  • Get change taskReads one task on a Freshservice change.
  • Get problem taskReads one task on a Freshservice problem.
  • Get release taskReads one task on a Freshservice release.
  • Get ticket taskReads one task on a Freshservice ticket.
  • List change tasksLists the tasks on a Freshservice change.
  • List problem tasksLists the tasks on a Freshservice problem.
  • List release tasksLists the tasks on a Freshservice release.
  • List ticket tasksLists the tasks on a Freshservice ticket.
  • Delete change taskRemoves a task from a Freshservice change.
  • Delete problem taskRemoves a task from a Freshservice problem.
  • Delete release taskRemoves a task from a Freshservice release.
  • Delete ticket taskRemoves a task from a Freshservice ticket.
Time entries20
  • Create change time entryLogs time against a Freshservice change.
  • Create problem time entryLogs time against a Freshservice problem.
  • Create release time entryLogs time against a Freshservice release.
  • Create ticket time entryLogs time against a Freshservice ticket.
  • Update change time entryUpdates a time entry on a Freshservice change.
  • Update problem time entryUpdates a time entry on a Freshservice problem.
  • Update release time entryUpdates a time entry on a Freshservice release.
  • Update ticket time entryUpdates a time entry on a Freshservice ticket.
  • Get change time entryReads one time entry on a Freshservice change.
  • Get problem time entryReads one time entry on a Freshservice problem.
  • Get release time entryReads one time entry on a Freshservice release.
  • Get ticket time entryReads one time entry on a Freshservice ticket.
  • List change time entriesLists the time logged against a Freshservice change.
  • List problem time entriesLists the time logged against a Freshservice problem.
  • List release time entriesLists the time logged against a Freshservice release.
  • List ticket time entriesLists the time logged against a Freshservice ticket.
  • Delete change time entryRemoves a time entry from a Freshservice change.
  • Delete problem time entryRemoves a time entry from a Freshservice problem.
  • Delete release time entryRemoves a time entry from a Freshservice release.
  • Delete ticket time entryRemoves a time entry from a Freshservice ticket.
Notes16
  • Create change noteAdds a note to a Freshservice change.
  • Create problem noteAdds a note to a Freshservice problem.
  • Create release noteAdds a note to a Freshservice release.
  • Create ticket noteAdds a private or public note to a Freshservice ticket.
  • Update change noteEdits a note on a Freshservice change.
  • Update problem noteEdits a note on a Freshservice problem.
  • Update release noteEdits a note on a Freshservice release.
  • Get change noteReads one note on a Freshservice change.
  • Get problem noteReads one note on a Freshservice problem.
  • Get release noteReads one note on a Freshservice release.
  • List change notesLists the notes on a Freshservice change.
  • List problem notesLists the notes on a Freshservice problem.
  • List release notesLists the notes on a Freshservice release.
  • Delete change noteRemoves a note from a Freshservice change.
  • Delete problem noteRemoves a note from a Freshservice problem.
  • Delete release noteRemoves a note from a Freshservice release.
Tickets16
  • Create child ticketCreates a child ticket under an existing Freshservice ticket.
  • Create ticketCreates a Freshservice ticket.
  • Place service requestRaises a Freshservice service request against a catalog item.
  • Demote from major incidentDemotes a Freshservice major incident back to an ordinary incident.
  • Move ticket to workspaceMoves a Freshservice ticket into another workspace.
  • Promote to major incidentPromotes a Freshservice incident to a major incident.
  • Restore ticketBrings a trashed Freshservice ticket back.
  • Update ticketUpdates fields on an existing Freshservice ticket.
  • Filter ticketsFinds tickets matching a Freshservice filter expression.
  • Get ticketReads one Freshservice ticket by id.
  • Get ticket csat responseReads the satisfaction survey response on a ticket.
  • List asset requestsLists the tickets raised against a Freshservice asset.
  • List offboarding ticketsLists the tickets raised for a Freshservice offboarding request.
  • List onboarding ticketsLists the tickets raised for a Freshservice onboarding request.
  • List ticketsLists Freshservice tickets matching the given filters.
  • Delete ticketMoves a Freshservice ticket to the trash.
Fields13
  • List agent fieldsReads the field definitions that make up an agent, the staff member who works tickets.
  • List asset type fieldsReads the fields an asset of a given type carries.
  • List change fieldsReads the field definitions that make up a change.
  • List client fieldsReads the field definitions that make up a workspace, which the MSP product calls a client.
  • List contract type fieldsReads the fields a contract of a given type carries.
  • List department fieldsReads the field definitions that make up a department.
  • List journey config fieldsLists one Freshservice journey's initiator form fields.
  • List offboarding form fieldsLists the Freshservice offboarding form's fields.
  • List onboarding form fieldsLists the Freshservice onboarding form's fields.
  • List problem fieldsReads the field definitions that make up a problem.
  • List release fieldsReads the field definitions that make up a release.
  • List requester fieldsReads the field definitions that make up a requester, the contact who raises tickets.
  • List ticket fieldsReads the field definitions that make up a ticket.
Approvals10
  • Request ticket approvalSends a Freshservice ticket for approval.
  • Cancel change approvalWithdraws an approval request on a Freshservice change.
  • Cancel ticket approvalWithdraws an approval request on a Freshservice ticket.
  • Send change approval reminderRe-sends the approval email on a Freshservice change.
  • Send ticket approval reminderRe-sends the approval email on a Freshservice ticket.
  • Get change approvalReads one approval on a Freshservice change.
  • Get ticket approvalReads one approval on a Freshservice ticket.
  • List all approvalsLists every approval on the account for one module.
  • List change approvalsLists the approvals on a Freshservice change.
  • List ticket approvalsLists the approvals on a Freshservice ticket.
Contracts10
  • Create contractCreates a Freshservice contract.
  • Approve contractRecords the approve decision on a Freshservice contract.
  • Move contract to workspaceMoves a Freshservice contract into another workspace.
  • Reject contractRecords the reject decision on a Freshservice contract.
  • Submit contract for approvalRecords the submit-for-approval decision on a Freshservice contract.
  • Update contractUpdates a Freshservice contract.
  • Get contractReads one Freshservice contract by id.
  • List asset contractsLists the contracts covering a Freshservice asset.
  • List contract typesLists the kinds of contract an account defines.
  • List contractsLists Freshservice contracts.
Articles9
  • Create solution articleCreates a knowledge base article.
  • Publish solution articlePublishes a knowledge base article.
  • Restore solution articleRestores a trashed knowledge base article.
  • Send solution article for approvalSends a knowledge base article for approval.
  • Update solution articleUpdates a knowledge base article.
  • Get solution articleReads one knowledge base article by id.
  • List solution articlesLists the articles in a knowledge base folder.
  • Search solution articlesSearches the knowledge base.
  • Delete solution articleTrashes a knowledge base article.
Users9
  • Add software usersAllocates Freshservice software to users.
  • Update software usersUpdates Freshservice software allocations.
  • Filter agentsFinds Freshservice agents matching a filter expression.
  • Get agentReads one Freshservice agent by user id.
  • Get software userReads one Freshservice software allocation.
  • Get who is on callReads who is on call over a span of time.
  • List agentsLists Freshservice agents.
  • List software usersLists who a Freshservice software record is allocated to.
  • Remove software usersWithdraws Freshservice software allocations.
Contacts8
  • Create requesterCreates a Freshservice requester.
  • Merge requestersFolds duplicate requesters into one.
  • Reactivate requesterRestores a deactivated Freshservice requester.
  • Update requesterUpdates an existing Freshservice requester.
  • Filter requestersFinds Freshservice requesters matching a filter expression.
  • Get requesterReads one Freshservice requester by user id.
  • List requestersLists Freshservice requesters.
  • Deactivate requesterDeactivates a Freshservice requester.
Folders8
  • Create solution folderCreates a knowledge base folder.
  • Restore solution folderRestores a trashed knowledge base folder.
  • Update solution folderUpdates a knowledge base folder.
  • Get canned response folderReads one Freshservice saved-reply folder.
  • Get solution folderReads one knowledge base folder by id.
  • List canned response foldersLists the Freshservice saved-reply folders.
  • List solution foldersLists knowledge base folders.
  • Delete solution folderTrashes a knowledge base folder.
Categories7
  • Create solution categoryCreates a knowledge base category.
  • Restore solution categoryRestores a trashed knowledge base category.
  • Update solution categoryUpdates a knowledge base category.
  • Get solution categoryReads one knowledge base category by id.
  • List service categoriesLists the Freshservice catalogue categories.
  • List solution categoriesLists the knowledge base's categories.
  • Delete solution categoryTrashes a knowledge base category.
Journey requests7
  • Create journey requestRaises a Freshservice journey request.
  • Cancel journey requestCancels a Freshservice journey request in flight.
  • Update journey requestEdits what the initiator filled in on a Freshservice journey request.
  • Filter journey requestsFinds Freshservice journey requests matching a set of conditions.
  • Get journey requestReads one Freshservice journey request.
  • List journey requestsLists Freshservice journey requests.
  • Delete journey requestDeletes a Freshservice journey request.
Problems7
  • Create problemCreates a Freshservice problem.
  • Move problem to workspaceMoves a Freshservice problem into another workspace.
  • Restore problemBrings a trashed Freshservice problem back.
  • Update problemUpdates an existing Freshservice problem.
  • Get problemReads one Freshservice problem by id.
  • List problemsLists Freshservice problems.
  • Delete problemTrashes a Freshservice problem.
Relationships7
  • Create relationshipsCreates CMDB relationships in bulk.
  • Get relationshipReads one CMDB relationship by id.
  • List itam resource relationshipsLists Freshservice cloud resource relationships.
  • List relationship typesLists the kinds of CMDB relationship an account defines.
  • List relationshipsLists CMDB relationships.
  • Delete itam resource relationshipDeletes a Freshservice cloud resource relationship.
  • Delete relationshipsRemoves CMDB relationships in bulk.
Releases7
  • Create releaseCreates a Freshservice release.
  • Move release to workspaceMoves a Freshservice release into another workspace.
  • Restore releaseBrings a trashed Freshservice release back.
  • Update releaseUpdates an existing Freshservice release.
  • Get releaseReads one Freshservice release by id.
  • List releasesLists Freshservice releases.
  • Delete releaseTrashes a Freshservice release.
Service items7
  • Add catalog item to service requestAdds another catalog item to an open Freshservice service request.
  • Place child service requestRaises a Freshservice service request as a child of an existing ticket.
  • Update requested itemUpdates one item on a Freshservice service request.
  • Get service itemReads one Freshservice catalogue item.
  • List requested itemsLists the items requested on a Freshservice service request.
  • List service itemsLists the Freshservice service catalogue.
  • Search service itemsFinds Freshservice catalogue items by name.
Changes6
  • Create changeCreates a Freshservice change.
  • Move change to workspaceMoves a Freshservice change into another workspace.
  • Update changeUpdates an existing Freshservice change.
  • Get changeReads one Freshservice change by id.
  • List changesLists Freshservice changes.
  • Delete changeTrashes a Freshservice change.
Departments6
  • Create departmentCreates a Freshservice department.
  • Update departmentUpdates a Freshservice department.
  • Filter departmentsFinds Freshservice departments matching a filter expression.
  • Get departmentReads one Freshservice department by id.
  • List departmentsLists Freshservice departments.
  • Delete departmentRemoves a Freshservice department.
Purchase orders6
  • Create purchase orderPlaces a Freshservice purchase order.
  • Move purchase order to workspaceMoves a Freshservice purchase order into another workspace.
  • Update purchase orderUpdates a Freshservice purchase order.
  • Get purchase orderReads one Freshservice purchase order by id.
  • List purchase ordersLists Freshservice purchase orders.
  • Delete purchase orderRemoves a Freshservice purchase order.
Softwares6
  • Create softwareCreates a Freshservice software record.
  • Move software to workspaceMoves a Freshservice software record into another workspace.
  • Update softwareUpdates a Freshservice software record.
  • Get softwareReads one Freshservice software record by id.
  • List softwareLists Freshservice software records.
  • Delete softwareRemoves a Freshservice software record.
Announcements5
  • Create announcementPosts a Freshservice announcement.
  • Update announcementEdits a Freshservice announcement.
  • Get announcementReads one Freshservice announcement.
  • List announcementsLists the Freshservice announcements.
  • Delete announcementDeletes a Freshservice announcement.
Attachments5
  • Download attachmentDownloads a Freshservice attachment and stages it for later steps.
  • Download contract attachmentDownloads a Freshservice contract or purchase order attachment.
  • List contract attachmentsLists a Freshservice contract's attachments.
  • Delete conversation attachmentRemoves one attachment from a conversation.
  • Delete ticket attachmentRemoves one attachment from a Freshservice ticket.
Devices5
  • Create itam deviceCreates or updates a Freshservice device.
  • Update itam deviceUpdates one Freshservice device by id.
  • Get itam deviceReads one Freshservice device.
  • List itam devicesLists Freshservice devices.
  • Delete itam deviceDeletes a Freshservice device.
Products5
  • Create productCreates a Freshservice product.
  • Update productUpdates a Freshservice product.
  • Get productReads one Freshservice product by id.
  • List productsLists Freshservice products.
  • Delete productRemoves a Freshservice product.
Vendors5
  • Create vendorCreates a Freshservice vendor.
  • Update vendorUpdates a Freshservice vendor.
  • Get vendorReads one Freshservice vendor by id.
  • List vendorsLists Freshservice vendors.
  • Delete vendorRemoves a Freshservice vendor.
Groups4
  • Get groupReads one Freshservice agent group by id.
  • Get requester groupReads one Freshservice requester group by id.
  • List groupsLists the agent groups a ticket can be assigned to.
  • List requester groupsLists the account's requester groups.
Lifecycle events4
  • Upsert itam lifecycle eventRecords a Freshservice lifecycle event.
  • Get itam lifecycle eventReads one Freshservice lifecycle event.
  • List itam lifecycle eventsLists Freshservice lifecycle events.
  • Delete itam lifecycle eventDeletes a Freshservice lifecycle event.
Records4
  • Create custom object recordAdds a record to a Freshservice custom object.
  • Update custom object recordEdits a record in a Freshservice custom object.
  • List custom object recordsLists a Freshservice custom object's records.
  • Delete custom object recordDeletes a record from a Freshservice custom object.
Resources4
  • Upsert itam cloud resourceCreates or updates a Freshservice cloud resource.
  • Get itam cloud resourceReads one Freshservice cloud resource.
  • List itam cloud resourcesLists Freshservice cloud resources.
  • Delete itam cloud resourceDeletes a Freshservice cloud resource.
Cloud infrastructures3
  • Upsert itam cloud infrastructureCreates or updates a Freshservice cloud account.
  • List itam cloud infrastructureLists Freshservice cloud accounts.
  • Delete itam cloud infrastructureDeletes a Freshservice cloud account.
Conversations3
  • Update conversationEdits the body of a note on a Freshservice ticket.
  • List ticket conversationsReads the replies and notes on a Freshservice ticket.
  • Delete conversationRemoves a reply or note from a Freshservice ticket.
Installations3
  • Add software installationRecords Freshservice software as installed on a device.
  • List software installationsLists the devices a Freshservice software record is installed on.
  • Remove software installationsWithdraws Freshservice software installation records.
Locations3
  • Filter locationsFinds Freshservice locations matching a filter expression.
  • Get locationReads one Freshservice location by id.
  • List locationsLists Freshservice locations.
Members3
  • Add requester to groupAdds a requester to a Freshservice requester group.
  • List requester group membersLists the requesters in a Freshservice requester group.
  • Remove requester from groupRemoves a requester from a Freshservice requester group.
Offboarding requests3
  • Create offboarding requestRaises a Freshservice offboarding request.
  • Get offboarding requestReads one Freshservice offboarding request.
  • List offboarding requestsLists Freshservice offboarding requests.
Onboarding requests3
  • Create onboarding requestRaises a Freshservice onboarding request.
  • Get onboarding requestReads one Freshservice onboarding request.
  • List onboarding requestsLists Freshservice onboarding requests.
Schedules3
  • Get business hoursReads one Freshservice working calendar.
  • List business hoursLists the Freshservice working calendars.
  • List on call schedulesLists a Freshservice workspace's on-call schedules.
Workspaces3
  • Filter workspacesFinds Freshservice workspaces matching a query.
  • Get workspaceReads one Freshservice workspace by id.
  • List workspacesLists the account's Freshservice workspaces.
Activities2
  • List journey request activitiesLists the steps in a Freshservice journey request.
  • List ticket activitiesReads the audit trail of a Freshservice ticket.
Alerts2
  • Filter alertsFinds Freshservice alerts matching a query.
  • Get alertReads one Freshservice alert.
Asset types2
  • Get asset typeReads one Freshservice asset type by id.
  • List asset typesLists Freshservice asset types.
Cabs2
  • Get cabReads one change advisory board by id.
  • List ca bsLists the account's change advisory boards.
Canned responses2
  • Get canned responseReads one Freshservice saved reply.
  • List canned responsesLists the Freshservice saved replies.
Communications2
  • Get ticket communicationReads one email or Zoom meeting on a Freshservice ticket.
  • List ticket communicationsLists the emails and Zoom meetings on a Freshservice ticket.
Emails2
  • Create ticket replyReplies to a Freshservice ticket, emailing the requester.
  • Send major incident emailEmails a Freshservice major incident's stakeholders.
Objects2
  • Get custom objectReads one Freshservice custom object's schema.
  • List custom objectsLists the Freshservice custom objects.
Roles2
  • Get roleReads one Freshservice role by id.
  • List rolesLists the roles an account has defined.
More4
  • Start ticket Zoom meetingOpens a Zoom meeting against a Freshservice ticket.
  • List journey configsLists the published Freshservice journeys.
  • List SLA policiesLists the Freshservice SLA policies.
  • List software licencesLists the licences held against a Freshservice software record.

Need something that isn't listed? Teach Caddi the step the way you'd teach a new hire and it gets built.

Building on the Freshservice API?

How to automate Freshservice

  1. Connect Freshservice to Caddi

    Allow

    1Sign in to Freshservice

    One click with your own Freshservice login. No API keys.

  2. Automate email to ticket in Freshservice.

    Type it

    2Show or tell it

    Screenshare the job, or type it in chat. Change it any time.

  3. Running

    14 done1 for review

    3Watch it run

    Caddi does the work and flags anything unsure for review.

Integrations

Freshservice integrations

Connect Freshservice with any of the 200 other tools Caddi works with. Pick one to see what Caddi automates between them.

200 tools

The details

What Caddi does with Freshservice

Why teams automate Freshservice

Freshservice runs the service desk, but email triage, asset updates, and approvals around it still take agent time. Caddi AI Agents automate the loops around Freshservice so tickets move without manual handling.

The work around Freshservice is repetitive: categorizing email, routing tickets, updating assets, and chasing approvals. Caddi runs those motions and escalates only the exceptions.

Loops Caddi runs against Freshservice

  • Email to ticket

    Recommended pattern
    1. Freshservice
    2. Gmail

    Caddi turns inbound email into correctly-categorized Freshservice tickets, routed to the right group with the right priority.

  • Asset & approval workflows

    Recommended pattern
    1. Freshservice
    2. Microsoft Outlook

    Caddi runs asset updates and approval chains from Freshservice data and routes the output to the right owner.

Where professional services teams use it

  • Inbound triage

    Watch Freshservice for new items, classify them, and route the right data to the right downstream system: CRM, matter system, or storage.

  • Cross-tool data sync

    Keep Freshservice in lockstep with your CRM, billing, or document system so the same record never has to be updated twice.

  • Document workflows

    Generate, send, and archive documents end-to-end using Freshservice alongside e-signature, cloud storage, and your system of record.

  • Notifications & approvals

    Send the right person the right Freshservice update by email, Slack, or Teams, and capture approvals back into the originating record.

Questions about automating Freshservice

Does Caddi have a real Freshservice integration?

Yes. Caddi runs verified code against Freshservice's official APIs (and uses a secure, audited browser session when an API isn't available). Every automation Caddi builds for Freshservice is reviewed before it runs in production.

Do I need engineering help to automate Freshservice with Caddi?

No. You demonstrate the workflow, clicking through Freshservice the way you normally would, and Caddi turns it into a verified, repeatable automation. No code, no IT ticket, no Zapier-style wiring.

Is my Freshservice data safe?

Caddi is SOC 2 attested. Our AI watches and builds the automation; once generated, it executes as deterministic code against Freshservice, the same steps on every run, and any model step inside a run is scoped, logged, and reviewable.

Can Caddi connect Freshservice to the rest of my stack?

That's the point. Most Caddi automations span 3-6 tools. For example: pulling data out of an email, updating Freshservice, filing a document in cloud storage, and posting a confirmation in Slack or Teams. Every tool on the integrations page is fair game.

How do I find what to automate in Freshservice?

Caddi Discover reads the activity in the tools you connect, read only, and ranks the repeated work worth automating with the evidence behind each finding. Unlike process mining, it does not stop at the insight: the person who does the work builds the automation in Caddi Automate, and Govern keeps every run and decision on the record.

Often automated alongside Freshservice

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