Gleap AI agents can work in Freshservice through Composio, for companies whose IT team works in Freshservice while product support, internal tools or employee help desks run on Gleap. A custom agent can hand issues that belong to IT over as Freshservice tickets or service requests and check where they stand.
What a Gleap agent can do in Freshservice
- IT tickets from Gleap reports: Create Ticket opens a Freshservice ticket when a Gleap report points to something IT owns, such as the identity provider behind a failed SSO login.
- Service requests from an internal tool: List Service Catalog Items and Create Service Request let the agent file a catalog request, such as system access, for an employee who asked through the Gleap widget.
- Status for the person waiting: Get Freshservice Ticket reads the current state of the IT ticket, so the teammate on the Gleap ticket can give an accurate update.
- Open IT tickets at a glance: List Freshservice Tickets shows what IT is already working on before the agent opens a duplicate.
Example: an access request in an internal app
Your operations team uses an internal admin app with the Gleap widget, and an employee asks there for access to the billing dashboard. The agent finds the matching item in the Freshservice service catalog and files a service request for the employee. It notes the request on the Gleap ticket. IT handles the request in Freshservice as usual, and the Gleap teammate tells the employee what happens next.
How to connect Freshservice
- In Gleap, open AI & Automation, then Agents, and select the custom agent that should use Freshservice, or click Create agent.
- Under Tools, click Add tool, search for “Freshservice” and select it.
- Enter your Freshservice API key and any other details the form asks for, then click Connect Freshservice.
- Open the Freshservice tool and switch off every action the agent should not use, such as Bulk Update Tickets, Delete Release or Delete Solution Article.
- Publish the agent and test it in chat before you turn on a trigger.
Custom agents are on the Team, Pro and Enterprise plans. Kai Support can use connected apps as tools on Team, Pro and Enterprise.
FAQ
Does Gleap integrate with Freshservice?
Yes. Gleap AI agents use Freshservice through Composio’s Freshservice toolkit, authenticated with an API key. The agent works in Freshservice while it runs; tickets are not mirrored between the two tools.
What can a Gleap AI agent do in Freshservice?
It can create tickets and service requests, read and list tickets, bulk update tickets, list service catalog items, locations and form fields, and delete releases and solution articles or categories. The delete and bulk actions change IT’s records, so switch them off unless the agent needs them.
Which Gleap plan includes the Freshservice integration?
Custom agents that use Freshservice are part of the Team, Pro and Enterprise plans, and Kai Support can use connected apps as tools in its customer conversations on Team, Pro and Enterprise. The Freshservice account behind the API key decides which workspaces and tickets the agent reaches. AI usage is billed separately; see pricing.
Is Freshservice the same as Freshdesk?
No. Freshservice is Freshworks’ IT service management product for internal IT, while Freshdesk is its customer support help desk. Gleap agents can use both through separate Composio toolkits; see the Freshdesk integration.
