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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.

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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)

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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:
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freshworksDomain
string
required
Your FreshWorks domain name (e.g., yourcompany from yourcompany.freshworks.com)
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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.

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Troubleshooting

Cause: Incorrect domain or insufficient permissionsSolution:
  • 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
Cause: FreshWorks and Freshservice domains are swapped or incorrectSolution:
  • 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
Cause: Replication not enabled for the channel or status mapping incompleteSolution:
  • 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

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Features

Once connected, you can enable Freshservice for ticket replication:

Ticket replication

Replicate tickets, comments, status changes, and custom fields from Ravenna to Freshservice