Setup

Connect to Freshservice using OAuth authentication through FreshWorks

Connect to Freshservice using OAuth authentication through your FreshWorks account

This guide walks you through connecting your Freshservice instance to Ravenna for outbound ticket replication.

Prerequisites

Before you begin, ensure you have:

• An active Freshservice account
• Admin access to your FreshWorks account
• Your FreshWorks domain (e.g., yourcompany.freshworks.com)
• Your Freshservice domain (e.g., yourcompany.freshservice.com)

Setup guide

1. Navigate to integrations

   1. Go to Settings > Integrations
   2. Find Freshservice in the Ticketing section
2. Enter your domains

   Provide both your FreshWorks and Freshservice domain names:

   freshworksDomain · string · required

   Your FreshWorks domain name (e.g., yourcompany from yourcompany.freshworks.com)

   freshserviceDomain · string · required

   Your Freshservice domain name (e.g., yourcompany from yourcompany.freshservice.com)

   FreshWorks and Freshservice may use different subdomains. Verify both in your account settings.

3. Authorize with FreshWorks

   1. Click Connect to start the OAuth flow
   2. You will be redirected to FreshWorks to authorize the connection
   3. Log in with your FreshWorks admin credentials
   4. Review and accept the requested permissions
   5. You will be redirected back to Ravenna after authorization
4. Configure status mapping

   After connecting, map your Ravenna ticket statuses to Freshservice statuses:

   1. Open the Freshservice integration settings
   2. Map each Ravenna status to the corresponding Freshservice status
   3. Save your mappings

   Status mappings ensure that when a ticket’s status changes in Ravenna, the linked Freshservice ticket updates to the correct state.

Troubleshooting

OAuth authorization fails

Cause: Incorrect domain or insufficient permissions

Solution:

• Verify your FreshWorks domain is correct
• Ensure you have admin access to the FreshWorks account
• Check that OAuth applications are not restricted in your FreshWorks settings
• Clear browser cache and retry authorization

Domain mismatch error

Cause: FreshWorks and Freshservice domains are swapped or incorrect

Solution:

• FreshWorks domain: Found at yourcompany.freshworks.com
• Freshservice domain: Found at yourcompany.freshservice.com
• These may differ if your organization uses separate subdomains
• Double-check both values in your account settings

Tickets not replicating

Cause: Replication not enabled for the channel or status mapping incomplete

Solution:

• Verify ticket replication is enabled for the channel in channel settings
• Check that status mappings are configured in the integration settings
• Confirm the integration is still connected (not in error state)
• Try disconnecting and reconnecting the integration

Sync interval configuration

Control how frequently Ravenna synchronizes data from your Freshservice workspace. By default, Ravenna syncs every 5 minutes, but you can adjust this based on your organization’s needs.

1. Navigate to integration settings

   Go to Settings > Integrations and click on your connected Freshservice integration.

2. Configure sync interval

   In the integration settings, locate the Sync Interval field and enter your desired interval in minutes.

   Recommended intervals:

   • 5 minutes (default): Best for active teams needing near-real-time sync
   • 15 minutes: Good balance for most teams
   • 30-60 minutes: Suitable for less active projects or to reduce API usage
3. Save changes

   Click Save to apply the new sync interval.

The sync interval affects how quickly changes in Freshservice appear in Ravenna and vice versa. Lower intervals provide faster updates but increase API usage.