Freshservice Integration (Ticketing and Incident Management)
Integrate Freshservice with Sprinto to automatically sync tickets and incidents as evidence for change management and incident-related compliance controls.
Sprinto integrates with Freshservice to automate evidence collection for Ticketing and Incident Management workflows. Once connected, Sprinto continuously syncs tickets and incidents from Freshservice to help demonstrate that operational and change management processes are followed as required by compliance frameworks.
This integration is commonly used to validate:
Incident tracking and resolution
Change management approvals
Timely closure of tickets
Ownership and accountability for incidents
How it works
After you connect Freshservice to Sprinto, Sprinto establishes a read-only connection using a Freshservice API key. Sprinto then periodically syncs ticket and incident data from your Freshservice account and maps it to relevant controls and checks.
Sprinto does not modify any data in Freshservice. All access is read-only.
Prerequisites
Before you begin, ensure that:
You have administrator access to your Freshservice account.
You know your Freshservice subdomain (for example,
acme.freshservice.com).You can generate and access a Freshservice API key.
Set up the Freshservice integration
Start the integration from Sprinto
Log in to the Sprinto dashboard.
Go to Settings → Integrations.
In the All tab, search for Freshservice.
Select the Freshservice integration that includes the Ticketing and Incident Management tags.
Click Connect.
In the drawer that opens up, click Connect next to Freshservice integration which includes the Ticketing and Incident Management tags.
Review integration details
A side drawer opens with details about the Freshservice integration, including:
The number of controls and checks automated
Required permissions
Data that Sprinto reads from Freshservice
Review the information and click Next.
Confirm administrator access
In the setup drawer:
Review the integration description.
Select the checkbox confirming that you have administrator access to Freshservice.
Click Connect to Freshservice.
Authorise access in Freshservice
A Freshservice authorisation window opens showing the data Sprinto will have read access to, including:
Tickets and incidents
Status, priority, and timestamps
Assignees and users
Ticket metadata such as type, tags, and URLs
Review the permissions and click Next to continue.
Enter your Freshservice subdomain
When prompted:
Enter your Freshservice subdomain. For example, if your Freshservice URL is
https://acme.freshservice.com, enteracme.Click Next.
Enter your Freshservice API key
To complete the connection:
Log in to your Freshservice account.
Click your profile icon in the top-right corner.
Go to Profile settings.
Under Your API key, complete the verification and copy the key.
Paste the API key into the Sprinto authorisation screen.
Click Next.
Sprinto validates the credentials and begins setting up the connection.
Complete setup
Once authentication is successful:
Sprinto displays a confirmation message.
The integration status changes to Connected.
Sprinto starts automatically syncing tickets and incidents from Freshservice.
No additional configuration is required.
Permissions required
Sprinto requires the following permission in Freshservice:
Full Access: Read
This ensures Sprinto can read tickets, incidents, users, and related metadata without modifying any data.
Data used by Sprinto
Sprinto reads the following data from Freshservice:
Ticket and incident ID
Name and description
Status and priority
Assignee
Due date
Ticket type and tags
Project and collection details
Created and updated timestamps
Ticket URL
User details associated with tickets
Key notes
Sprinto uses read-only access and does not make changes in Freshservice.
Ticket and incident data is synced automatically after the integration is complete.
Ensure the API key remains active to avoid sync interruptions.
Troubleshooting
If tickets are not syncing:
Verify that the API key is valid and has not been regenerated or revoked.
Confirm that the correct Freshservice subdomain was entered.
Ensure the connecting user still has administrator privileges.
Next steps
After completing the integration:
Review mapped controls in Sprinto to confirm evidence is being collected correctly.
Monitor sync status from the Integrations page.
Use Freshservice tickets and incidents as automated evidence during audits.
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