NEWFreshservice is now a Ploy integrationSee what shipped
INTEGRATIONSSAAS
Freshservice28 OF 28 CAPABILITIES ASSESSED

Freshservice agents, their seats and the tickets they work

Agents, their seat type and their last activity, with access requests raised in the ITSM you already run.

TYPE · SAAS
Freshservice connectorHOURLY SYNCCAPABILITIES
WHAT PLOY DOES
Sync Freshservice agentsAgents arrive in Ploy as identities. Requesters are not scanned, and an agent with no email address is skipped.
READ
Read agent status and last activityWhether the agent account is active, and when that agent was last active in Freshservice.
READ
Read the agent seat typeAccess to Freshservice itself, with the seat type, full time or occasional, as the entitlement. Group, role and asset access is not read.
READ
Import tickets as knowledgeWith knowledge scanning switched on, support tickets are imported for Luna to answer from. Tickets only, not knowledge base articles, and the scan is in beta.
READ
Register Freshservice as an app in useFreshservice lands in the app inventory with its agents attached. Third party apps are not discovered through it.
READ
2.1WHAT IT UNLOCKS

Three jobs this connector does on day one

SEATS

Full time or occasional, per agent

The agent seat type is the entitlement Ploy holds, so the difference between a full time agent and an occasional one shows up on the review and on the renewal.

REQUESTS

Access requests in the tool the team already uses

Freshservice can carry Ploy access requests as tickets, so identity work is raised, tracked and closed in your ITSM instead of in a second queue.

KNOWLEDGE

Past tickets answer the next one

With ticket scanning on, Freshservice tickets become knowledge Luna can draw on when someone asks how a piece of access was handled before.

2.3

SETUP

TYPICALLY 10 MINUTES
STEP 01

Authorise the connection

An admin authorises Ploy against your Freshservice account. Read only by design.

STEP 02

Watch the first sync

Agents, their seat type and their last activity land in the graph.

STEP 03

Choose the ticketing behaviour

Decide whether access requests are raised as Freshservice tickets, and which queue they land in.

2.4OFTEN CONNECTED TOGETHER
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Connect Freshservice, see it in 10 minutes.