How to connect Freshservice to Binom: tickets created from employee requests, answers from the knowledge base, ticket status. Available on request.
The Freshservice integration with Binom turns employee requests into IT service tickets: the AI employee creates a ticket, answers from the knowledge base, reports ticket status, and finds the employee's equipment. Freshservice is available on request in the Binom dashboard: Integrations → More integrations → Freshservice.
What Binom can do in Freshservice
Binom here refers to your AI employee. After you connect Freshservice, it calls the service's actions when the conversation needs that data. You decide which actions it can use. In the dashboard, each action is labeled: read (Binom only views data), write, or delete (Binom changes or deletes data in Freshservice).
| Section | What Binom can view | What Binom can change |
|---|---|---|
| Tickets | Tickets, conversations, tasks, time tracking, filters | Create, update, reply, task, child ticket |
| Knowledge base | Categories, folders, articles | Create and update articles |
| Assets | Assets, filters | Create and update |
| Users | Requesters, agents, departments, groups | Create and update |
| IT processes | Changes, problems, releases, contracts | Create and update |
Can the chatbot create a ticket in Freshservice?
Yes. Binom finds the requester ("Filter Requesters") and creates a ticket ("Create Ticket") with a description of the problem from the conversation.
Answers from the knowledge base
Before creating a ticket, Binom searches the knowledge base for a ready solution ("Get Solution Article") and offers it to the employee.
Ticket status
Binom finds the ticket ("Get Ticket") and tells the employee its status, and adds details in a reply ("Create Ticket Reply").
What access you will need
Connection method: API key. You need Freshservice agent access. Details for each method are shown in the "Authentication" block on the Freshservice page in the dashboard.
How to get the Freshservice integration
Freshservice is connected on request: first, the Binom team sets up the integration for your account. The general catalog rules are described in the instructions how to connect a service from "More integrations".
- Open Integrations → More integrations, enter "Freshservice" in the "Search integrations" field, and open the Freshservice card.
- On the "Freshservice integration for assistant" page, you will see the message "Integration is available on request. Request it now, and we will set it up for you as a priority." The assistant here is your Binom. The "Authentication" block shows which access you will need, and the "Actions" list shows everything Binom can do in Freshservice.
- Click "Request integration". The message "Request sent. You will receive a notification when the integration is available." will appear, and the button will change to "Requested".
- A Binom setup specialist will contact you. When the integration is ready, a "Connect" button will appear on the Freshservice page.
- Click "Connect", go through the steps in the "Connect Freshservice" window, and click "Done". After "Connecting…", the status will change to "Connected". If you see "Confirmation has not arrived yet. The connection may still complete, so check again in a minute.", click "Check again".
How to choose what Binom can do in Freshservice
The connected integration does nothing until you allow actions. The dashboard states this directly: "Select the actions the assistant can trigger. Until something is selected, it has no access to any of them."
- On the Freshservice page, check the actions you need in the "Actions" list. The "Filter actions" field helps you find them by name. The counter shows how many are selected.
- Check the "Ask before changing data" toggle. It is on by default: before a write or delete action, Binom will describe what it plans to do and wait for your reply.
- Click "Save". The message "Allowed actions saved" confirms the changes.
To start, "Filter Requesters", "Create Ticket", "Get Ticket" and "Get Solution Article" are enough. Add write and delete actions when you are ready to let Binom make changes in Freshservice.
How to check that the integration works
- Start a new chat with your Binom, for example through the public chat link, and describe a test issue. Then check the ticket in Freshservice.
- Delete the test ticket after checking.
Possible problems
Binom does not use Freshservice data in its answers
What to check: that the Freshservice status is "Connected" and the needed actions are selected (for example "Create Ticket").
What to do: select the actions and click "Save".
How to tell it is fixed: the message "Allowed actions saved" appears, and in a new chat Binom answers using Freshservice data.
"Could not save the request. Please try again."
What to do: click "Request integration" again. If the message repeats, write to support@binomai.com with the name of your Binom and the integration (Freshservice).
How to tell it is fixed: the button shows "Requested".
"The integration is temporarily unavailable – your request has been saved."
Nothing more is needed: the request is saved, and you will get a notification when Freshservice can be connected.
"Reconnection required"
What this means: "The service no longer accepts saved access, so the assistant does not use it."
What to do: open the Freshservice page in More integrations, click "Reconnect" and go through the connection window again.
How to tell it is fixed: the status shows "Connected".
"Could not start the connection. Please try again."
What to do: click "Connect" again. If the message repeats, write to support@binomai.com with the name of your Binom, the integration (Freshservice) and a screenshot of the message.
How to tell it is fixed: the "Connect Freshservice" window opens.
"On a paid plan" instead of the connect button
The page will show "Available on a paid plan. Tell us what you need, and we will let you know when it launches." For what each plan includes, see the plans and subscription pricing page, and for how to change your plan, see the guide how to change or upgrade your plan. After changing your plan, return to More integrations and open Freshservice again.
"You do not have permission to manage this section."
What this means: only users with the Owner or Admin access level can manage integrations.
What to do: ask the account owner to give you the Admin access level or to connect Freshservice yourself. More details: access levels in the team.
How to tell it's resolved: after refreshing the page, the integration settings open.
If the problem isn't resolved, write to support@binomai.com or send the message "I want to talk to a person" in the chat with Binom Tutor. Include the name of your Binom and the integration, and attach a screenshot of the message.
How to disconnect Freshservice
On the Freshservice page, click "Disconnect". The "Disconnect Freshservice?" window will show a warning: "The assistant will lose access to the service. To restore it, you will need to connect the integration again and re-enter the credentials." Confirm, and "Integration disconnected" will appear.
Other questions
Do I need a developer to integrate Freshservice?
No. You request Freshservice in the Integrations → More integrations section, the Binom team sets up the integration, and then you connect the account yourself and choose the actions.
What's next
Updated October 21, 2026
