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Documentation Index

Fetch the complete documentation index at: https://docs.refold.ai/llms.txt

Use this file to discover all available pages before exploring further.

To set up your Freshservice integration in Refold, you will need the following credentials from your Freshservice account:
  • API Key
  • Freshservice Domain

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Getting API credentials in Freshservice

To acquire the above mentioned credentials from Freshservice, please follow the steps mentioned below:
  1. Log in to your Freshservice account at https://<your_domain>.freshservice.com.
  2. Click on your profile picture on the top right corner of the dashboard.
Freshservice dashboard showing profile picture location
  1. Select Profile Settings from the dropdown menu.
Profile Settings option in the dropdown menu
  1. On your Profile Settings page, scroll down to locate your API Key. Copy it and store it securely.
  2. Note your Freshservice Domain — this is the subdomain of your account URL (e.g., if your URL is https://yourcompany.freshservice.com, your domain is yourcompany).
API Key displayed in Freshservice Profile Settings
Your API Key is tied to your agent account and inherits your role permissions. Keep it secure and do not share it publicly. If you reset your API Key, all apps using the current key will be disconnected.

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Configuring credentials in Refold

Navigate to the Freshservice app settings page in Refold and provide the API Key and Freshservice Domain you retrieved above, then save.

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Webhook Setup

Freshservice triggers in Refold are powered by Workflow Automator webhooks — Freshservice does not expose a public API for registering webhooks programmatically. You need to create one Automator rule per event type in your Freshservice account. This is a one-time configuration step.

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Pre-requisites

  1. Admin access to your Freshservice account.
  2. Your Refold credentials and an active linked account for Freshservice.
  3. The three identifiers that go into your callback URL:
    • org_id — your Refold Organization ID. Find this in Refold under Dashboard → Developer → Credentials → Organization ID.
    • linked_account_id — the identifier of the Freshservice connection you created in Refold
    • environment — either test or production, depending on which Refold workspace your workflow is in
  4. A workflow already published in Refold with a Freshservice trigger node (e.g., Ticket Created).

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Callback URL

The callback URL Refold expects follows this format: 
https://app.refold.ai/api/v1/webhook/freshservice/{org_id}/{linked_account_id}/{environment}
The environment segment must match the Refold workspace where your workflow is published — test or production. A mismatch means the event is received but no workflow is triggered.

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Setting up the Workflow Automator in Freshservice

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Step 1 — Open Workflow Automator

Log in to your Freshservice account. Click your avatar (or the side menu) and select Admin. Open the Admin menu in Freshservice Under Automation & Productivity, click Workflow Automator. Click the Workflow Automator card

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Step 2 — Create a new automator

Click Create (top right) and fill in the dialog:
  • Title: Refold — Ticket Created
  • Module: Tickets
  • Workflow Type: Event Based Workflow
Then click Create. Create Workflow dialog

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Step 3 — Configure the trigger event

On the canvas, click the Event node. Set the event to Ticket is raised. Leave conditions empty for an initial test. Click Done. Configure the Ticket is raised trigger event

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Step 4 — Add the Trigger Webhook action

From the left sidebar, drag Action onto the canvas. In the action dropdown, choose Trigger Webhook. Drag the Action node onto the canvas and select Trigger Webhook

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Step 5 — Fill in the webhook settings

Configure the action panel with the following values:
FieldValue
Request TypePOST
Callback URLYour URL from the Callback URL section above
Requires AuthenticationOFF (leave as default Inline Credential)
EncodingJSON
ContentSwitch to Advanced

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Step 6 — Paste the JSON body

In the Advanced content field, paste the following payload. Freshservice will substitute the {{ticket.*}} placeholders with real values when a ticket event fires. 
{
  "event_type": "ticket_created",
  "ticket": {
    "id": "{{ticket.id}}",
    "subject": "{{ticket.subject}}",
    "description": "{{ticket.description_text}}",
    "status": "{{ticket.status_name}}",
    "priority": "{{ticket.priority_name}}",
    "source": "{{ticket.source_name}}",
    "requester_name": "{{ticket.requester.name}}",
    "requester_email": "{{ticket.requester.email}}",
    "agent_name": "{{ticket.agent.name}}",
    "group_name": "{{ticket.group.name}}",
    "department_name": "{{ticket.department.name}}",
    "created_at": "{{ticket.created_at}}",
    "updated_at": "{{ticket.updated_at}}"
  }
}
The event_type field tells Refold which trigger to fire. The {{ticket.*}} placeholders are Freshservice’s native template syntax — they are substituted with real values when a ticket event occurs. Note that the in-UI Test Webhook button does not expand these placeholders; you must fire a real ticket to verify the full payload.
Webhook configuration panel with URL, encoding, and JSON body filled in

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Step 7 — Save and activate

Click Done on the action panel, then click Activate at the top right of the canvas. Confirm in the dialog that appears. Activation confirmation dialog Once activated, the rule will appear with an active toggle in the Workflow Automator list. Rule shown as Active in the Workflow Automator list

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Setting up additional event types

Freshservice fires one webhook per Workflow Automator rule. For each additional event you want to send to Refold, create a separate rule and update the event_type value in the JSON body accordingly.
Freshservice eventevent_type value
Ticket is Raisedticket_created
Ticket Updated (any change)ticket_updated
Status changedticket_status_changed
Priority changedticket_priority_changed
Assignee changedticket_assignee_changed
Other ticket field changedticket_field_updated
Note / comment addedticket_note_created

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Verifying the connection

  1. Make sure the corresponding Refold workflow is Published.
  2. In Freshservice, go to Tickets → New Ticket, fill in a subject and requester, then click Create.
  3. Within a few seconds, the rule should fire. Open the ticket → Activities tab to confirm the webhook fired with a 200 response.
  4. In Refold, open your workflow → Executions tab — a new run should appear.
Ticket created in Freshservice Ticket Created events arriving in Refold's Events log with SUCCESS status

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Troubleshooting

SymptomLikely causeFix
Webhook shows non-2xx in ActivitiesURL malformed or Refold endpoint unreachableRe-check URL spelling, all three path parameters, and that there is no trailing slash
Webhook returns 200 but no Refold execution appearsenvironment segment doesn’t match where the workflow is publishedConfirm the workflow is published in the workspace that matches test or production in the URL
Test Webhook button shows literal {{ticket.id}} textFreshservice does not expand placeholders during the in-UI test flowFire a real ticket — placeholders expand correctly on real events
Activities log shows unexpected field valuesPlaceholder names mismatchedCross-check field names with the Freshservice Workflow Automator placeholder reference
Multiple workflow runs triggered per ticketMultiple matching Automator rules all firingMake rules mutually exclusive using conditions, or consolidate into one rule

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Security notes

Refold’s webhook receiver does not verify request signatures. The uniqueness of your callback URL (containing your org_id and linked_account_id) is the only authentication boundary. Do not share the callback URL publicly — anyone who holds it can POST arbitrary payloads to your workflows. Treat it like a secret and store it in a credentials manager rather than in source control or shared documents.

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Actions and triggers

Once the above setup is completed, you can create orchestrations of your use-cases using Freshservice actions and triggers. Following are the set of Freshservice actions and triggers supported by Refold.
  1. List Agents - List all agents in Freshservice.
  2. Get Agent By ID - Get an agent by ID in Freshservice.
  3. Create Agent - Creates an agent in Freshservice.
  4. Update Agent - Updates an agent in Freshservice.
  5. Delete Agent - Deletes an agent in Freshservice.
  1. Create Ticket - Creates a ticket in Freshservice.
  2. List Tickets - Get all tickets in Freshservice.
  3. Update Ticket - Updates a ticket in Freshservice.
  4. List Conversations of a Ticket - Gets all conversations of a ticket in Freshservice.
  5. Update Conversation - Updates a conversation on a ticket in Freshservice.
  1. HTTP Request - Make HTTP API calls to any Freshservice documented REST APIs.
  2. Incremental Sync - Check for new data in the endpoint.