---
title: "Freshservice integration for LuumenAI"
url: "https://www.luumen.ai/integrations/freshservice/"
entity: SoftwareIntegration
category: "ITSM & ticketing"
audience: "SRE, DevOps, platform engineering, IT operations"
---

# Freshservice integration for LuumenAI

Read Freshservice tickets for context, then make the queue changes you approve.

## What LuumenAI can do with Freshservice

LuumenAI connects to Freshservice with an API token and exposes 12 tools (6 read-only · 3 write · 3 destructive). Reads answer immediately; writes are shown as a plan and require approval by default, configurable per tool by an administrator.

## Key facts

- Authentication: API token
- Tools available: 12 tools (6 read-only · 3 write · 3 destructive)
- Plan: available on all plans
- Category: ITSM & ticketing

## About Freshservice with LuumenAI

Connect Freshservice and Luumen can read your service desk directly from the terminal: ticket details, open queues, locations, service catalog items, and form field metadata for problems and releases. When you want a change — a new ticket, a service request, a batch of updates across a queue — Luumen shows the plan first and waits for your approval. Authentication is by API key.

## Example tools

Read-only (6 in total):

- `FRESHSERVICE_GET_PROBLEM_FORM_FIELDS_BY_WORKSPACE` — List problem form fields.
- `FRESHSERVICE_GET_RELEASE_FORM_FIELDS` — List release form fields metadata.
- `FRESHSERVICE_GET_TICKET` — Retrieve detailed information about a specific ticket by ID.
- `FRESHSERVICE_LIST_LOCATIONS` — List all locations in Freshservice.
- `FRESHSERVICE_LIST_SERVICE_CATALOG_ITEMS` — List all service catalog items in Freshservice.
- `FRESHSERVICE_LIST_TICKETS` — List all tickets in Freshservice with optional filtering and pagination.

Write and destructive (6 in total, approval required by default):

- `FRESHSERVICE_BULK_UPDATE_TICKETS` — Bulk update multiple Freshservice tickets by sequential update calls.
- `FRESHSERVICE_CREATE_SERVICE_REQUEST` — Create a service request for a catalog item in Freshservice using the v2 API.
- `FRESHSERVICE_CREATE_TICKET` — Create a new ticket.
- `FRESHSERVICE_DELETE_RELEASE` — Delete a release from Freshservice.
- `FRESHSERVICE_DELETE_SOLUTION_ARTICLE` — Delete a solution article from the knowledge base by its ID.
- `FRESHSERVICE_DELETE_SOLUTION_CATEGORY` — Delete a solution category in Freshservice.

## Frequently asked questions

### How does LuumenAI connect to Freshservice?

Authorize once with API token. Luumen lists the scopes each action needs before you approve the connection, and credentials never appear in the chat.

### Can LuumenAI change things in Freshservice on its own?

Read actions answer immediately. Anything that writes is shown as a plan and requires approval by default, including the 3 actions classified as destructive. Administrators configure that per tool.

### Is there an audit trail?

Every call to Freshservice — read or write, approved or declined — is recorded with the actor, the input, and the result.

Full page: https://www.luumen.ai/integrations/freshservice/