Knowledge source

Freshservice Integration

"Connect Freshservice to Ploy so it can learn from your existing access requests and rebuild them - faster, smarter, and fully automated.

This feature is in Beta. Please reach out to the Ploy to discuss enabling it for your workspace

Overview

Ploy scans your Freshservice agents to provide visibility into your service desk users and their access. You can also optionally enable ticket scanning as a knowledge source to help Ploy's AI learn how your team handles access requests.

What Ploy syncs

  • Freshservice agents and users

  • If enabled: tickets updated in the last year, as knowledge events for AI learning

Set up the integration

Before you begin: You'll need a Freshservice API key. The key must have permission to read agents and, if you enable ticket scanning, tickets.

Get your Freshservice API key

  1. Log in to your Freshservice Support Portal.

  2. Click your profile picture in the top right.

  3. Go to Profile settings.

  4. Scroll to find your API key below the Delegate Approvals section.

  5. Copy the key — you'll need it for setup.

Connect Freshservice to Ploy

  1. In Ploy, navigate to Integrations.

  2. Find and select Freshservice from the catalog.

  3. Enter your Freshservice Domain — this is your subdomain only (e.g., company for company.freshservice.com).

  4. Paste your API Key.

  5. (Optional) Enable Scan tickets as a knowledge source? (Beta) if instructed by Ploy staff.

  6. Click Connect.

Ploy will test the connection by accessing your Freshservice tickets and begin syncing your agents.

The Scan tickets as a knowledge source option imports support tickets to help Ploy's AI learn about your access request patterns. This is a beta feature — only enable it if directed by Ploy support. It consumes part of your daily AI allowance.

Troubleshooting

Invalid API key

Verify you copied the full key from Freshservice Profile settings. Make sure no extra spaces were included when pasting.

API key does not have permission

Your API key lacks the required permissions. Confirm the key can read agents. If you enabled ticket scanning, the key also needs read access to tickets.

Failed to connect to Freshservice

Check that your subdomain is correct (use only the subdomain, not the full URL). Verify your Freshservice account is active and accessible from your network.

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