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Introduction

MSP Process has an in-depth integration with Freshservice; this KB article will walk you through how to set everything up. You’ll be running through the following steps:
  • Creating an API Key in Freshservice, for MSP Process to use
  • Setting up the Freshservice integration in MSP Process
  • Specifying the properties of tickets that MSP Process creates in Freshservice
  • Installing the MSP Process app into your Freshservice tenant

Creating an API Key in Freshservice

  1. Login to your Freshservice UI (i.e. https://.freshservice.com)
  2. In the top right-hand corner of the UI, click on your User Profile, and open the Profile Settings menu
  3. On the right-hand side of the UI, interact with the Captcha to expose your API Key
  4. Copy your API key - you’ll need it for the next step

Configuring Freshservice Integration in MSP Process

  1. Login to MSP Process (https://app.mspprocess.com) with an Admin-level account
  2. Navigate to the Settings -> Integrations -> PSA Integrations page
  3. Click on the Add new PSA button
  4. Choose Freshservice
  5. Enter the URL of your Freshservice instance, and the API key. Enable the “Store Contacts in MSP Process” option as well; this will ensure that the Contacts page in MSP Process loads quickly.
  6. Click the Submit button
  7. Fill in the Ticket Default settings - this controls the properties of tickets that MSP Process will create in Freshservice
  8. Click the Submit button

Installing the MSP Process app in Freshservice

  1. Navigate to https://www.freshworks.com/apps/msp_process/
  2. Click the Install button and follow the instructions to login to your Freshservice tenant
  3. On the Configuration tab of the MSP Process app, you’ll need to enter the URL of your MSP Process Pod.
    • This URL can be obtained from the Settings -> Integrations -> PSA Integrations page in MSP Process, by editing your Freshservice integration, and then clicking the Get Link to Pod button:
  4. Click the Install button in Freshservice to finish installing the MSP Process app

Using the MSP Process app at the Ticket level in Freshservice

  1. Open a service ticket in Freshservice
  2. On the right-hand side of the Freshservice UI, click on the MSP Process icon to open the app

Sending Contact Update Forms to Freshservice Contacts

  1. Open the Contacts page in MSP Process
  2. Put a checkmark beside each Contact to which you wish to send a Contact Update Form
  3. Click the Send Contact Update Form button
  4. Review the information; click Submit when ready