Freshservice
Employees ask about password resets, VPN access, and laptop issues around the clock. Your AI agent creates Freshservice tickets, submits service requests, and routes incidents to the right team instantly. IT support queues shrink while resolution speed climbs.
From incident logging to service catalog requests, your AI agent taps into Freshservice APIs to keep IT operations running smoothly without manual ticket entry.
Freshservice
See how IT teams use AI agents to handle service desk inquiries, route incidents, and process catalog requests while employees get faster resolutions.
An employee messages 'I'm locked out of my account' on a Monday morning. Your AI agent collects their email, creates a Freshservice incident ticket tagged as password-reset with medium priority, and routes it to the identity management team. The employee gets a ticket number and estimated wait time. Your IT staff sees the full context from the first message without any back-and-forth.
A hiring manager requests a laptop for a new team member starting next week. Your AI agent identifies the correct catalog item, gathers specifications like department and role, and submits a Freshservice service request with the right quantity and requester details. The procurement team receives a structured request instead of a vague email.
Multiple employees report the same VPN issue within minutes. Your AI agent recognizes the pattern, creates one parent incident ticket, and bulk-updates all related tickets with status notes linking to the parent. IT leadership gets a single view of the outage impact while affected employees receive automated status updates.
Freshservice
FAQs
The agent analyzes the employee's description during the conversation and maps it to Freshservice priority levels (Low, Medium, High, Urgent) and ticket types (Incident or Service Request). You configure the mapping rules, so a 'can't log in' message becomes a High-priority Incident while a 'request new keyboard' becomes a Low-priority Service Request.
Yes. The agent uses the Create Service Request API to submit requests for specific catalog items. It collects the display ID of the catalog item, requester email, quantity, and any custom field values required by that item's form. The request appears in Freshservice just like one submitted through the portal.
You need your Freshservice account subdomain (the part before .freshservice.com in your URL) and your personal API key. The API key is found in your Freshservice Profile Settings page, below the change password section. Tars uses Basic authentication with these credentials and never stores your Freshservice admin password.
No. Tars queries the Freshservice API in real-time during conversations. Ticket details, employee emails, and location data are fetched live and used only to respond within the active conversation. We do not maintain a separate database of your Freshservice records.
Yes. The Bulk Update Tickets endpoint lets the agent update multiple ticket IDs at once. You can change status, priority, responder, group, tags, and custom fields across all affected tickets in a single operation. This is especially useful during outages when dozens of employees report the same issue.
Freddy AI works inside the Freshservice portal. Tars AI Agents meet employees where they already are: your website, Slack, WhatsApp, or intranet. Plus, Tars connects to 600+ other tools, so the same agent that creates Freshservice tickets can also check calendar availability, pull data from your CRM, or update project boards.
Yes. The Search Locations API supports query syntax with wildcards and logical operators. The agent can filter locations by name, and workspace-specific queries let you scope results to particular business units. Pagination ensures accurate results even when your organization has hundreds of locations.
The agent creates a general Incident ticket with the full conversation transcript attached in the description field. Your IT team receives the complete context and can recategorize as needed. You can also configure fallback rules that route uncategorized tickets to a triage group for manual review.
Don't limit your AI Agent to basic conversations. Watch how to configure and add powerful tools making your agent smarter and more functional.
Privacy & Security
At Tars, we take privacy and security very seriously. We are compliant with GDPR, ISO, SOC 2, and HIPAA.
Email - sales@hellotars.com
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