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Freshservice Make integrationAutomate Freshservice with Make.
Can Make keep your service desk moving without a single line of code? The Freshservice Make integration gives you 47 modules: 7 triggers, 32 actions and 8 searches. This guide is for IT and ops teams who know Freshservice well but are new to Make.
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What can a Freshservice Make integration do for your team?
A Freshservice Make integration links your service desk to the rest of your tools without code. In Make you build a scenario, the automation itself, made of bricks called modules. It watches Freshservice for new or updated records, then creates, updates or looks up tickets, requesters, changes, problems, releases, tasks and time entries.
An onboarding ticket for every new requester. Watch Requesters notices a person added to Freshservice, and Create a Ticket opens the setup request for them, so a new starter never waits on someone remembering.
One clean record per person. When your HR tool adds a hire, Search Requesters checks whether that person already exists. Create a Requester or Update a Requester then keeps a single profile instead of two.
Changes visible outside the service desk. Watch Changes and Watch Release send each creation or update to a shared sheet or a team channel, for the people who never open Freshservice.
What the app does not do: all 7 triggers are scheduled, so Make checks Freshservice on the scenario's schedule rather than hearing about events the moment they happen. The Make documentation for this app also says it is AI-generated and may contain mistakes, so verify anything critical against Freshservice itself. When the listed modules fall short, Make an API Call reaches the rest of the API with the same connection.
Freshservice also has an n8n node, covered on the Freshservice n8n integration page, and n8n vs Make sets the two tools side by side. Starting from zero in the editor? The Make training covers the basics.
How do you connect Freshservice to Make?
- 01
Copy your API key in Freshservice
Make signs in to Freshservice with an API key, so grab it first. In the Freshservice portal, click your profile picture in the top right corner, open Profile settings and copy the API key shown below the Delegate Approvals section.
- 02
Add a module and create the connection
In a Make scenario, add any Freshservice module and click Create a connection. A connection is your Freshservice account linked to Make once, then reused by every Freshservice module. The Connection name field is optional but handy later.
- 03
Paste the key and save
Enter the credentials you copied from Freshservice, or follow the instructions Make shows on screen. Once saved, the connection appears in the module, and Make can list the records it is able to read from your account.
Your first scenario: an onboarding ticket for each new requester
GoalWhen a requester is created or updated in Freshservice, Make opens a ticket for that person.
- 01
Create the scenario
From the Scenarios page, create a new scenario and click the big + to place the first module. Picture the scenario as a recipe and each module as one step of it.
- 02
Add Watch Requesters
Search for Freshservice, pick Watch Requesters and choose the connection you just made. This trigger is scheduled and also returns edited requesters, so a profile update can open a second ticket. Test with one requester first.
- 03
Add Create a Ticket
Click the + on the right of the trigger and add Create a Ticket. Map the requester data coming from Watch Requesters into the ticket so the request lands under the right person.
- 04
Test with Run once
Add a test requester in Freshservice, then click Run once. Each module shows the bundles it received (a bundle is one item passing through, here one requester), so you can check the ticket before going live.
- 05
Schedule and switch it on
Open the clock on the first module. A new scenario runs every 15 minutes by default, also the minimum on the Free plan; paid plans go down to 1 minute. Then switch the scenario on.
What can start a Freshservice scenario?
7 modules start a scenario when something happens in Freshservice. A scheduled trigger is checked by Make on the scenario's schedule; an instant one is called by Freshservice as soon as it happens.
Watch Changes
Scheduled triggerIn Make“Triggers if a change is created or updated.”
Brings every change created or updated in Freshservice into Make, one bundle per change. A change is a planned piece of IT work, such as a server upgrade, that someone approves before it happens. It keeps people who never open the service desk in the loop.
Watch Problems
Scheduled triggerIn Make“Triggers if a problem is created or updated.”
Hands your scenario each problem record that someone opens or edits in Freshservice. A problem is the record that hunts for the shared cause behind incidents that keep coming back. It suits teams that want root-cause work to be visible beyond the agents who handle it.
Watch Release
Scheduled triggerIn Make“Triggers if a release is created or updated.”
Spots releases as they are created or modified in Freshservice and passes each one to the rest of the scenario. A release is a rollout: a batch of changes delivered together. Note the singular in the name: that is how Make labels this module.
Watch Requesters
Scheduled triggerIn Make“Triggers if a requester is created or updated.”
Returns each requester (the person who asks IT for help) added or changed in Freshservice, which makes it the natural starting point for onboarding and directory syncs.
Watch Tasks
Scheduled triggerIn Make“Triggers if a task is created or updated.”
Picks up tasks that are created or updated in Freshservice, so the small to-dos inside larger records stop living only in the service desk.
Watch Tickets
Scheduled triggerIn Make“Triggers if a ticket is created or updated.”
Feeds your scenario with tickets that are opened or changed in Freshservice. It is the trigger most service desk automations start from.
Watch Time Entries
Scheduled triggerIn Make“Triggers if a time entry is created or updated.”
Sends Make each time entry logged or corrected in Freshservice. Finance and account managers get hours without asking the service desk for an export.
Everything the Freshservice app can do in Make
Freshservice gives you 40 modules. For each one: what it does for you, when to reach for it, and what to watch out for.
Modules index
- Create a Change
- Create a Problem
- Create a Release
- Create a Requester
- Create a Task
- Create a Ticket
- Create a Time Entry
- Deactivate a Requester
- Delete a Change
- Delete a Problem
- Delete a Release
- Delete a Task
- Delete a Ticket
- Delete a Time Entry
- Forget a Requester
- Get a Change
- Get an Asset
- Get a Problem
- Get a Release
- Get a Requester
- Get a Task
- Get a Ticket
- Get a Time Entry
- Make an API Call
- Start/Stop Timer
- Update a Change
- Update a Problem
- Update a Release
- Update a Requester
- Update a Task
- Update a Ticket
- Update a Time Entry
- List Problems
- List Releases
- List Tasks
- List Time Entries
- Search Assets
- Search Changes
- Search Requesters
- Search Tickets
Create a Change
ActionIn Make“Creates a new change.”
Opens a new change record in Freshservice straight from your scenario, so a request that starts in another tool enters the change process without being retyped.
Create a Problem
ActionIn Make“Creates a new problem.”
Logs a problem in Freshservice, the record your team uses to chase the cause behind repeated incidents, from whatever source spotted the pattern.
Create a Release
ActionIn Make“Creates a new release.”
Adds a release to Freshservice, giving a rollout its own record as soon as it is planned somewhere else.
Create a Requester
ActionIn Make“Creates a new requester.”
Registers a person as a requester in Freshservice, ready to raise tickets and to be found by your agents when they call.
Create a Task
ActionIn Make“Creates a new task on one of 4 modules.”
Adds a task in Freshservice. According to the official description, it works on one of 4 Freshservice modules (parts of Freshservice, not bricks of your scenario), so decide where the task belongs before you build.
Create a Ticket
ActionIn Make“Creates a new ticket.”
Raises a ticket in Freshservice from any event your scenario catches: a form entry, an alert from another tool, a row added to a sheet.
Create a Time Entry
ActionIn Make“Creates a new time entry on one of 4 modules.”
Records time spent in Freshservice, logged on one of the 4 modules the official description mentions, so the hours sit next to the work.
Deactivate a Requester
ActionIn Make“Deactivates a chosen requester.”
Deactivates the requester you point it to, the natural offboarding step for someone who should no longer raise tickets.
Delete a Change
ActionIn Make“Deletes a chosen change.”
Removes a change from Freshservice. Nothing in Make brings it back afterwards, so this module deserves a careful setup.
Delete a Problem
ActionIn Make“Deletes a chosen problem.”
Erases a problem record from Freshservice for good, which keeps your problem list focused on causes that are still open.
Delete a Release
ActionIn Make“Deletes a chosen release.”
Takes a release out of Freshservice completely, rather than leaving a record nobody will act on.
Delete a Task
ActionIn Make“Deletes a chosen task from one of 4 modules.”
Removes a task from one of the 4 modules named in the official description, cleaning up to-dos that no longer make sense.
Delete a Ticket
ActionIn Make“Deletes a chosen ticket.”
Deletes a ticket from Freshservice. It is the most drastic ticket module in the app, and the one to set up last.
Delete a Time Entry
ActionIn Make“Deletes a chosen time entry from one of 4 modules.”
Removes a time entry from one of the 4 modules the description refers to, so reports stop showing hours that were never worked.
Forget a Requester
ActionIn Make“Forgets a chosen requester.”
Forgets the requester you choose. The Make documentation does not say what Freshservice removes, or how it differs from Deactivate a Requester.
Get a Change
ActionIn Make“Retrieves a single change.”
Fetches one change you already know, with its full details, so later modules can use them.
Get an Asset
ActionIn Make“Retrieves a single asset.”
Retrieves a single asset from your Freshservice inventory, such as a laptop or a license, with its details ready to map.
Get a Problem
ActionIn Make“Retrieves a single problem.”
Loads one problem record in full, which is useful when an earlier step only gave you its reference.
Get a Release
ActionIn Make“Retrieves a single release.”
Reads a single release from Freshservice and exposes its details to the rest of the scenario.
Get a Requester
ActionIn Make“Retrieves a single requester.”
Pulls up one requester's profile, so the scenario knows who it is dealing with before acting.
Get a Task
ActionIn Make“Retrieves a single task on one of 4 modules.”
Retrieves one task, attached to one of the 4 modules listed in the official description, with everything recorded on it.
Get a Ticket
ActionIn Make“Retrieves a single ticket.”
Returns the full content of one ticket, handy when an email, a chat command or another app only hands you its reference.
Get a Time Entry
ActionIn Make“Retrieves a single time entry on one of 4 modules.”
Reads one time entry from one of the 4 modules in the description, useful for checking hours before they are billed or reported.
Make an API Call
ActionIn Make“Performs an arbitrary authorized API call.”
Calls any endpoint of the Freshservice API with the connection you already set up. It is the way out when none of the listed modules does what you need.
Start/Stop Timer
ActionIn Make“Starts or stops a timer on one of 4 modules.”
Starts or stops a timer on one of the 4 modules the description mentions, so time tracking follows events instead of relying on someone clicking.
Update a Change
ActionIn Make“Updates a change.”
Edits an existing change in Freshservice, keeping the record in step with what happens elsewhere.
Update a Problem
ActionIn Make“Updates a problem.”
Changes a problem already logged in Freshservice, for instance to record what an investigation found in another tool.
Update a Release
ActionIn Make“Updates a release.”
Modifies an existing release, which keeps your rollout plan accurate when dates or scope shift somewhere else.
Update a Requester
ActionIn Make“Updates a requester.”
Refreshes a requester's profile in Freshservice so agents see current information when that person writes in.
Update a Task
ActionIn Make“Updates a task on one of 4 modules.”
Edits a task on one of the 4 modules from the description, so its state mirrors the tool where the work actually happens.
Update a Ticket
ActionIn Make“Updates a ticket.”
Changes a ticket that already exists, so information arriving from other tools ends up on the record agents actually read.
Update a Time Entry
ActionIn Make“Updates a time entry on one of 4 modules.”
Corrects a time entry on one of the 4 modules the description names, without deleting and re-creating it.
List Problems
SearchIn Make“Retrieves a list of all problems.”
Returns all the problems in Freshservice, one bundle per problem, for a full picture instead of a single record.
List Releases
SearchIn Make“Retrieves a list of all releases.”
Pulls every release from Freshservice into the scenario, one bundle each, ready to sort or send.
List Tasks
SearchIn Make“Retrives a list of all tasks from one of 4 modules.”
Gathers all tasks from one of the 4 modules the description refers to, so you can review them together.
List Time Entries
SearchIn Make“Retrieves a list of all time entries from one of 4 modules.”
Collects all time entries from one of the 4 modules in the description, the raw material for any hours report.
Search Assets
SearchIn Make“Searches for assets or lists them all.”
Looks for assets in Freshservice, or lists them all when you leave the search open. It is the inventory lookup of the app.
Search Changes
SearchIn Make“Searches for changes or lists them all.”
Finds changes matching what you ask for, or returns all of them when you do not filter.
Search Requesters
SearchIn Make“Searches for requesters or lists them all.”
Checks your Freshservice requesters for a person, or lists everyone if the search is left open.
Search Tickets
SearchIn Make“Searches for tickets or lists them all.”
Searches the ticket queue, or lists every ticket, and returns what it finds as separate bundles.
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