Freshworks ticketing,
verified end-to-end.

Native Freshdesk and Freshservice integration. Two-way ticket sync, agent group routing, SLA awareness, and live webhooks — with Zero Trust identity attached to every ticket.

Book a Demo All Integrations

Bi-dir: Ticket sync
Group: Aware routing
SLA: Aware
Native: Freshworks API

The gap. And how we close it.

Without verified intake, every PSA / ITSM / helpdesk on the market accepts attacker requests as easily as it accepts real ones. MSP Process closes that gap inside the tools you already run.

Without MSP Process

Freshworks without verified intake.

01Ticket opened in Freshservice — requester field filled from email.
02Agent group routing fires on an unverified caller.
03Helpdesk resets credentials with no MFA in the loop.
04Audit log shows the agent acted, not who actually called.

With MSP Process

Freshworks with MSP Process.

01Freshservice ticket auto-created with caller identity verified.
02Agent group routing AND identity check both apply at intake.
03Credential resets gated by MFA push to the registered device.
04Full audit chain written back to the Freshservice ticket.

How the integration works.

Four steps from connect to verified. Most MSPs are live and writing verified records back to Freshworks the same day.

API Connect

Connect Freshdesk or Freshservice via API key — scoped to ticket tables.
Webhook Subscribe

Freshworks webhook events stream into MSP Process in real time.
Group Aware

Agent group routing AND identity check both apply at intake.
Sync Back

Verification chain written back to the Freshworks ticket as a private note.

What gets synced. In both directions.

Six capabilities live the moment you wire the integration. No scripts, no consulting engagement, no per-tenant setup.

Bi-directional ticket sync

Inbound + outbound Freshworks tickets sync in real time.

Tickets

Agent group routing

Honors your existing Freshworks agent groups for routing.

Groups

SLA-aware

SLA timers only start on verified, real work.

SLAs

Custom field mapping

Verification data lands in the exact Freshworks fields you use.

Fields

Live event stream

Freshworks webhooks fire MSP Process actions in real time.

Webhooks

Verified caller on every record

Structured verification chain written to every Freshworks ticket.

Identity

Live view: verified intake in action.

A real Freshworks event stream from a tenant running MSP Process — captured during a live verification flow.

FRESHWORKS EVENT STREAM

→ 10:14:22 Inbound ticket #FRESH-4218 — agent group: IT Tier 1 → Freshworks webhook fires — MSP Process EUV triggered → Authenticator push sent — registered device check ✓ 10:14:26 Approved — biometric, geo: HQ → Freshworks ticket updated · verification chain attached → Verified · agent group routing applied · SLA timer started

Your Freshworks investment. Extended.

Connect the API in minutes. Every helpdesk request now flows through verified identity — without leaving Freshworks.

Book a Demo See All Integrations

Freshworks ticketing,verified end-to-end.