Power Platform Community Forum Thread Details

In our organization, we are currently testing Freshservice integration with the Tiago AI agent for automated ticket creation. We have obtained the required API key.

Could you please suggest the best approach and step-by-step guidance to integrate and test this setup—either through the Microsoft documentation link below or via Tools → Custom Connector?

https://learn.microsoft.com/en-us/microsoftsearch/freshservice-deployment

Your guidance on the recommended method and configuration steps would be greatly appreciated.

Thank you for your support.

Categories:

Copilot Studio pre-built agents/templates

Hello CU13021724-0 ,

Here’s a straightforward, step-by-step guide to integrating Freshservice with your Tiago AI agent for automated ticket creation, following Microsoft’s recommended practices:

Recommended Method
Leverage a Custom Connector within Power Platform (Power Automate, Power Apps, Power Virtual Agents, or Copilot Studio):

This approach offers flexibility and is fully supported for connecting Freshservice with your AI agent. It ensures secure use of your Freshservice API key and allows you to map ticket creation actions.

Step-by-Step Instructions
1. Review Microsoft’s Documentation
While the official guide Deploy the Freshservice Microsoft 365 Copilot connector | Microsoft Learn focuses on Microsoft Search, the API concepts apply here as well.
2. Set Up a Custom Connector
Navigate to Power Automate or Power Apps.
Select Data → Custom connectors → + New custom connector.
Choose “Create from blank.”
3. Configure the Connector
- General: Assign a name (e.g., “Freshservice Connector”).
- Security: Choose “API key” authentication, specify the header name (typically “Authorization” or “apiKey”), and enter your Freshservice API key.
- Definition: Add actions for Freshservice endpoints such as “Create Ticket.”
- Method: POST
- URL: https://<yourdomain>.freshservice.com/api/v2/tickets
- Add required parameters (subject, description, etc.).
- Save and test the connector with sample data.
4. Integrate with Tiago AI Agent
In Copilot Studio or Power Virtual Agents, add an action to call your connector when users request ticket creation, mapping their input to the connector fields.
5. Test the Integration
Use the “Test your bot” panel or Teams to trigger ticket creation and verify the new ticket appears in Freshservice.