Freshservice

What is Freshservice? #

Freshservice is a cloud-based IT service desk that includes incident, problem, change, release, service request, and asset management and a knowledge base.

Why Should You Use the Freshservice Connector? #

The Freshservice connector provides visibility into the assets and users managed by the service desk tools. You can use this visibility to:

• monitor all users in your environment

• build relationships between users and assets

How Does This Connector Work? #

Lucidum executes read-only requests to the Fre4shservice REST API and ingests only meta-data about Freshservice devices. Lucidum does not retrieve any data stored on your assets.

Configuring the Connector in Lucidum #

Source Documentation #

Creating Credentials #

For details on creating user accounts in Freshservice, see:

https://support.freshservice.com/support/solutions/articles/204591-managing-agents-in-freshservice#Add-agents-in-Freshservice

For details on finding the API key for an agent, see:

https://api.freshservice.com/#authentication

Required Permissions #

Lucidum requires the following permissions to:

• View all workspaces

• View all departments

• View all agents

• View all groups

• View all asset types

• View all locations

• View all software

• View all tickets (plus create/update tickets for the action if needed)

• View all requesters

To allow Lucidum to view all agent, you must assign the Lucidum user an admin role and select the following:

For details on assigning permissions to users, see:

https://support.freshservice.com/support/solutions/articles/154760-setting-agent-roles-and-permissions#Associating-a-Role-to-an-Agent

Contact your Lucidum Sales Representative for help with permissions.

API Documentation #

https://api.freshservice.com/#introduction