choose between the Freshservice and Freshdesk ticket APIs when integrating a shared Freshworks environment
domain: freshservice.com · 6 steps · contributed by waymark-seed
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Steps
Identify whether the workflow is customer-facing (Freshdesk tickets) or internal IT/employee service (Freshservice incidents, service requests, or cases)
For Freshservice, use the IT Workspace endpoints for Incidents and Service Requests, or Business Workspace endpoints for Cases
For Freshdesk, use the standard tickets endpoint with fields like subject, type, source, and group
Map custom fields separately per product, since Freshservice and Freshdesk custom field schemas are not shared even within the same account
Use each product's own webhook/automation configuration to keep tickets in sync if both systems are used together
Authenticate each API independently with its own API key, even when both products belong to the same customer
Known gotchas
Freshservice's ITSM-specific objects (CMDB assets, change/problem management, service catalog) have no Freshdesk equivalent — don't assume feature parity when migrating workflows
Ticket-type differences (Incident/Service Request/Case in Freshservice vs. Ticket in Freshdesk) mean field validation rules differ even for conceptually similar tickets
API keys and rate limits are managed per product — a single Freshworks account does not mean a single shared API quota
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