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

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

Install the ClawLink plugin (see Install above).
Pair the plugin with clawlink_begin_pairing if it is not configured yet.
Open https://claw-link.dev/dashboard?add=freshservice and connect Freshservice.
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:

Direct the user to https://claw-link.dev/dashboard?add=freshservice
After they confirm, call clawlink_list_integrations to verify
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": "user@example.com",
    "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

Call clawlink_list_integrations to confirm Freshservice is connected.
Call clawlink_list_tools --integration freshservice to see the live catalog.
Treat the returned list as the source of truth. Do not guess or assume what tools exist.
If the user describes a capability but the exact tool is unclear, call clawlink_search_tools with a short query and integration freshservice.
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                                   │
└─────────────────────────────────────────────────────────────┘

For unfamiliar tools, ambiguous requests, or any write action, call clawlink_describe_tool first.
Use the returned guidance, schema, whenToUse, askBefore, safeDefaults, examples, and followups to shape the call.
Prefer read, list, search, and get operations before writes when that reduces ambiguity.
For writes or anything marked as requiring confirmation, call clawlink_preview_tool first.
Execute with clawlink_call_tool. Pass confirmation only after the preview matches the user's intent.
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

Check that the ClawLink plugin is installed:
```
openclaw plugins list
```
If the plugin is installed but tools are missing, tell the user to send /new as a standalone message to reload the catalog.

If a fresh chat does not help, run:

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

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

Troubleshooting: Invalid Tool Call

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

Resources

Related Skills

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