Freshservice Integration Module for Azure Automation

Automate Freshservice ITSM processes with Kelverion Runbook Studio and Microsoft Azure Automation. The Kelverion Integration Module for Freshservice enables IT teams to connect Freshservice with automated runbooks, so service desk workflows can be triggered, updated, tracked, and completed with less manual effort.

Freshservice is a cloud-based IT service management platform from Freshworks that helps organisations manage incidents, service requests, assets, changes, knowledge, approvals, and service operations from a unified service desk. It is built to simplify ITSM for modern teams by combining intuitive service management, workflow automation, self-service, AI-assisted support, IT asset management, and service operations capabilities in one platform.

For IT teams, Freshservice provides the structure to capture demand, prioritise work, standardise fulfilment, and improve service visibility. For employees, it delivers a simpler way to request help, track progress, and access services through a modern service portal. For the business, it supports faster resolution, better governance, and more consistent service delivery across IT and other internal teams.

Typical Automation Scenarios

• Incident Response Automation
  Create, enrich, route, and update Freshservice incidents when monitoring tools detect infrastructure or application issues
• Automated Remediation
  Launch Azure Automation runbooks to restart services, collect diagnostics, clear queues, expand capacity, or perform approved recovery steps, then write the outcome back to Freshservice
• Service Request Fulfilment
  Automate common requests such as user access, group membership changes, mailbox actions, software provisioning, or cloud resource tasks
• Employee Onboarding and Offboarding
  Coordinate Freshservice requests with Microsoft 365, Active Directory, Azure, HR, and asset management processes
• Change and Approval Workflows
  Connect approval status and change records in Freshservice with controlled automation steps in Azure Automation
• Asset and Configuration Updates
  Use runbooks to gather operational data and update service desk records so tickets stay aligned with the current environment
• Ticket Synchronisation and Reporting
  Keep status, comments, resolution notes, and automation outputs visible in Freshservice for auditability and reporting

Benefits at a Glance

• Build Freshservice Runbooks Faster
  Use forms-driven activities and Smart Discovery to configure Freshservice actions without hand-coding every API call
• Reduce Manual Ticket Handling
  Automate repetitive service desk tasks such as ticket creation, updates, assignment, status changes, and fulfilment steps
• Improve Accuracy and Consistency
  Mandatory fields, read-only field controls, value browsers, and field mapping help reduce configuration errors
• Connect ITSM with Operational Automation
  Trigger Azure Automation runbooks from Freshservice events and use runbook outcomes to update tickets automatically
• Enable Low-Code Automation Teams
  Give service desk, operations, and automation teams a graphical way to build, maintain, and support IT process automation
• Support Multiple Environments
  Use reusable Smart Connections for one or more Freshservice instances, including different connections for different security contexts
• Strengthen Governance
  Standardise how service requests, incidents, changes, and remediation workflows are executed, tracked, and reported

Key Capabilities

• Ready-built Freshservice activities for common ticket and service management interactions
• Smart Discovery that reads the Freshservice configuration and presents relevant ticket types, fields, values, filters, and outputs
• Forms-based runbook configuration that removes the need to write or understand complex PowerShell for routine Freshservice automation
• Automatic field mapping between Freshservice ticket fields, runbook inputs, filters, and published data
• Error prevention controls including read-only field handling, mandatory input enforcement, and guided value selection
• Reusable Smart Connections for secure, repeatable links between Runbook Studio and Freshservice instances
• Azure Automation execution so automations can run on a Microsoft automation platform while being designed and maintained visually in Runbook Studio

Integration Activities