freshservice-it

name	freshservice-it
description	Manage Freshservice tickets, requesters, agents, assets, changes, problems, and service catalog data via the Freshservice API. Use this skill when users want to list and inspect tickets, create or update tickets after confirmation, work with requesters, agents, assets, locations, review problems, changes and releases, or browse service catalog items in Freshservice.

Freshservice

Access Freshservice via the Freshservice API with API key authentication. Manage tickets, requesters, agents, assets, changes, problems, and service catalog data.

This skill uses ClawLink for hosted connection flows and credentials so you do not need to configure Freshservice API access yourself.

Setup in 3 Steps

Step 1: Install	Step 2: Pair Account	Step 3: Connect Freshservice
		App-specific connection GIF coming soon
Run the install command in OpenClaw	Sign in and approve the device	Open the dashboard and connect Freshservice

How It Works

┌─────────────────┐     ┌──────────────┐     ┌──────────────────┐
│   OpenClaw      │────▶│   ClawLink   │────▶│ Freshservice API │
│   (User Chat)   │     │   (OAuth)    │     │   (REST)         │
└─────────────────┘     └──────────────┘     └──────────────────┘
         │                       │                       │
         │  1. Install Plugin    │                       │
         │  2. Pair Device       │                       │
         │  3. Connect Freshservice                        │
         │                       │  4. Secure Token      │
         │                       │  5. Proxy Requests    │
         │                       │                       │
         ▼                       ▼                       ▼
   ┌──────────┐           ┌──────────┐           ┌──────────┐
   │  SKILL   │           │ Dashboard│           │Freshservice│
   │  File    │           │ Auth     │           │ Tickets  │
   └──────────┘           └──────────┘           └──────────┘

Install

Install the verified ClawLink plugin from ClawHub. After the user confirms, complete the full setup so ClawLink tools are visible in the next OpenClaw chat.

openclaw plugins install clawhub:clawlink-plugin
openclaw config set tools.alsoAllow '["clawlink-plugin"]' --strict-json
openclaw gateway restart

Then tell the user: "OpenClaw has been restarted. Send /new as a standalone message to start a fresh chat, then ask for Freshservice again."

Quick Start

# List all tickets
clawlink_call_tool --tool "freshservice_list_tickets" --params '{}'

# Get a specific ticket
clawlink_call_tool --tool "freshservice_get_ticket" --params '{"ticket_id": 12345}'

# List requesters
clawlink_call_tool --tool "freshservice_list_requesters" --params '{}'

Authentication

All Freshservice tool calls are authenticated automatically by ClawLink using the user's connected Freshservice account.

No API key is required in chat. ClawLink stores credentials securely and injects them into every Freshservice API request on the user's behalf.

Getting Connected

1. Install the ClawLink plugin (see Install above).
2. Pair the plugin with clawlink_begin_pairing if it is not configured yet.
3. Open https://claw-link.dev/dashboard?add=freshservice and connect Freshservice.
4. Call clawlink_list_integrations to verify the connection is active.

Connection Management

List Connections

clawlink_list_integrations

Response: Returns all connected integrations. Look for freshservice in the list.

Verify Connection

clawlink_list_tools --integration freshservice

Response: Returns the live tool catalog for Freshservice.

Reconnect

If Freshservice tools are missing or the connection shows an error:

1. Direct the user to https://claw-link.dev/dashboard?add=freshservice
2. After they confirm, call clawlink_list_integrations to verify
3. Then call clawlink_list_tools --integration freshservice

Security & Permissions

• Access is scoped to tickets, assets, and resources accessible to the connected Freshservice account.
• All write operations require explicit user confirmation. Before executing any create, update, or delete call, confirm the target resource and intended effect with the user.
• Destructive actions (deleting tickets, assets, or releasing changes) are marked as high-impact and must be confirmed.
• IT service management operations depend on agent permissions.

Tool Reference

Tickets

Tool	Description	Mode
freshservice_list_tickets	List tickets with filtering and pagination	Read
freshservice_get_ticket	Get ticket details by ID	Read
freshservice_create_ticket	Create a new service ticket	Write
freshservice_update_ticket	Update ticket fields	Write
freshservice_delete_ticket	Delete a ticket	Write

Requesters & Users

Tool	Description	Mode
freshservice_list_requesters	List all requesters in the account	Read
freshservice_get_requester	Get requester details by ID	Read
freshservice_list_agents	List all agents	Read
freshservice_get_agent	Get agent details	Read

Assets

Tool	Description	Mode
freshservice_list_assets	List all assets	Read
freshservice_get_asset	Get asset details	Read

Locations

Tool	Description	Mode
freshservice_list_locations	List all locations	Read

Problems & Changes

Tool	Description	Mode
freshservice_list_problems	List all problems	Read
freshservice_get_problem	Get problem details	Read
freshservice_list_changes	List all changes	Read
freshservice_get_change	Get change details	Read

Service Catalog

Tool	Description	Mode
freshservice_list_service_catalog_items	List service catalog items	Read
freshservice_get_service_catalog_item	Get catalog item details	Read

Code Examples

List all open tickets

clawlink_call_tool --tool "freshservice_list_tickets" \
  --params '{
    "filter": "open"
  }'

Create a new ticket

clawlink_call_tool --tool "freshservice_create_ticket" \
  --params '{
    "subject": "Laptop not working",
    "description": "User reports laptop is not turning on",
    "email": "[e-mail]",
    "priority": 2,
    "status": 2
  }'

Get requester details

clawlink_call_tool --tool "freshservice_get_requester" \
  --params '{
    "requester_id": 12345
  }'

List assets

clawlink_call_tool --tool "freshservice_list_assets" \
  --params '{}'

Discovery Workflow

1. Call clawlink_list_integrations to confirm Freshservice is connected.
2. Call clawlink_list_tools --integration freshservice to see the live catalog.
3. Treat the returned list as the source of truth. Do not guess or assume what tools exist.
4. If the user describes a capability but the exact tool is unclear, call clawlink_search_tools with a short query and integration freshservice.
5. If no Freshservice tools appear, direct the user to https://claw-link.dev/dashboard?add=freshservice.

Execution Workflow

┌─────────────────────────────────────────────────────────────┐
│  READ OPERATIONS (Safe)                                     │
│  list → get → search → describe → call                      │
│                                                             │
│  Example: List tickets → Get ticket → Show details          │
└─────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────┐
│  WRITE OPERATIONS (Require Confirmation)                    │
│  list → get → describe → preview → confirm → call           │
│                                                             │
│  Example: Describe tool → Preview ticket → User approves    │
│           → Execute create                                   │
└─────────────────────────────────────────────────────────────┘

1. For unfamiliar tools, ambiguous requests, or any write action, call clawlink_describe_tool first.
2. Use the returned guidance, schema, whenToUse, askBefore, safeDefaults, examples, and followups to shape the call.
3. Prefer read, list, search, and get operations before writes when that reduces ambiguity.
4. For writes or anything marked as requiring confirmation, call clawlink_preview_tool first.
5. Execute with clawlink_call_tool. Pass confirmation only after the preview matches the user's intent.
6. If the tool call fails, report the real error. Do not invent results or restate the failure as a missing capability unless the live catalog supports that conclusion.

Notes

• Ticket IDs and requester IDs are required for ticket and user-specific operations.
• Freshservice uses different status and priority values than Freshdesk — verify the expected values in the tool schema.
• Service catalog availability depends on the Freshservice plan and configuration.
• Asset management requires appropriate IT admin permissions.

Error Handling

Status / Error	Meaning
Tool not found	The tool name does not exist in the current catalog. Verify with clawlink_list_tools --integration freshservice.
Missing connection	Freshservice is not connected. Direct the user to https://claw-link.dev/dashboard?add=freshservice.
404 Not Found	Ticket or resource does not exist. Verify the ID.
403 Forbidden	Insufficient permissions for the requested operation.
Write rejected	User did not confirm a write action. Always confirm before executing writes.

Troubleshooting: Tools Not Visible

1. Check that the ClawLink plugin is installed:

   openclaw plugins list
   

2. If the plugin is installed but tools are missing, tell the user to send /new as a standalone message to reload the catalog.
3. If a fresh chat does not help, run:

   openclaw config set tools.alsoAllow '["clawlink-plugin"]' --strict-json
   openclaw gateway restart
   

4. After restart, tell the user to send /new again and retry.

Troubleshooting: Invalid Tool Call

1. Ensure the integration slug is exactly freshservice.
2. Use clawlink_describe_tool to verify parameter names and types before calling.
3. For write operations, always call clawlink_preview_tool first.

Resources

• Freshservice API Documentation
• Freshservice Ticket API
• ClawLink
• ClawLink Docs
• ClawLink Verification

Related Skills

• Freshdesk Support — For customer support ticketing
• Zendesk — For alternative ticketing

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