Source: https://joinfinn.com/integrations/freshservice

# Freshservice

## Freshservice + Finn.

Freshservice integration with Finn. Freshservice manages IT service requests, incidents, assets, and support knowledge.

Business function: IT and identity.

## What you can do with Freshservice.

Freshservice manages IT service requests, incidents, assets, and support knowledge.

### Resolve a workstation that cannot run its assigned software and close the support loop

Finn takes a familiar employee technology problem from the initial report through the documented repair, using Freshservice to preserve the evidence and the final result.

**Typically handled by:** Employee IT support desk

**Starts when:** An employee reports a workstation that cannot run its assigned software through an existing service channel.

#### What Finn handles

1. Record the symptoms, affected employee, and relevant device in Freshservice.
2. Use published support guidance and Microsoft Intune device information to identify the applicable routine fix.
3. Run the approved action through Microsoft Intune, arranging any required restart with the employee.
4. Check the returned device result and employee confirmation, then save the resolution and close the incident.

**The result:** The employee's working setup is restored and the support record explains the action that resolved it.

### Complete a new hire's technology setup

Finn coordinates the digital work behind an employee's first day, turning approved hiring details into completed access and device tasks with one accountable service record.

**Typically handled by:** IT onboarding coordinator

**Starts when:** Workday records an approved hire whose start date is approaching.

#### What Finn handles

1. Create the onboarding request in Freshservice using the employee's role, manager, location, and start date.
2. Provision the approved application groups through connected Okta and request any role exceptions from their owners.
3. Apply the assigned computer's approved setup through Microsoft Intune and track the returned deployment results.
4. Send the employee their setup instructions and record completed accounts, device details, and remaining physical delivery dependencies.

**The result:** The digital onboarding work is completed and the service record clearly separates ready systems from outstanding delivery tasks.

### Fulfill a request for Salesforce

Finn completes the access-request workflow around Salesforce, carrying the employee's business need through the required decision and the resulting application assignment.

**Typically handled by:** Application access administration team

**Starts when:** An employee asks for Salesforce access through Freshservice.

#### What Finn handles

1. Identify the employee, requested access level, business reason, and applicable service-catalog requirements.
2. Obtain the required manager or application-owner approval using the organization's approval process.
3. Apply the approved assignment through connected Okta, which owns the application's user provisioning.
4. Confirm the assignment result, notify the employee, and complete the Freshservice request with the approval and access references.

**The result:** The employee receives the authorized application access and the service record shows who approved it and what changed.

### Complete the digital part of employee departure

Finn follows an approved departure through access removal, device follow-up, and service-record completion so the IT team does not rely on a chain of manual reminder emails.

**Typically handled by:** IT offboarding and identity operations team

**Starts when:** Workday records an authorized employee departure and its effective time.

#### What Finn handles

1. Open the departure workflow in Freshservice and identify the employee's accounts, device, and approved timing.
2. At the effective time, suspend the accounts and revoke supported sessions through connected Okta.
3. Apply the authorized device action through Microsoft Intune, keeping any data-retention or transfer decision with its owner.
4. Record the returned access and device results, issue equipment-return instructions, and track the physical return separately.

**The result:** Digital access changes are completed and evidenced, while asset recovery remains visible until the equipment is actually returned.

### Carry an approved change through execution and review

Finn manages the operational work around a controlled technology change, keeping the approved scope, execution evidence, and final service result connected in Freshservice.

**Typically handled by:** IT change coordinator

**Starts when:** A service owner requests a routine change with an established implementation procedure.

#### What Finn handles

1. Create the change record with affected services, schedule, impact, implementation steps, and the agreed rollback procedure.
2. Route the change through the required approval path and wait for its authorized execution window.
3. Start the approved job in connected GitHub Actions or Microsoft Intune, whichever owns the change.
4. Check the job result and service observations, then record the outcome and close or retain the change for its actual exception.

**The result:** The change has a recorded authorization, execution result, and service assessment instead of an unverified status update.

### Run the service-desk response to a shared outage

Finn connects employee reports to the operational incident, keeps affected people informed, and resolves the related service work when the underlying recovery is confirmed.

**Typically handled by:** Major incident coordinator and service desk

**Starts when:** Multiple Freshservice incidents report the same unavailable business service.

#### What Finn handles

1. Group the related reports by service and symptoms, preserving each employee's affected work.
2. Connect the service incident to PagerDuty for response ownership and Datadog for current service observations.
3. Send confirmed progress updates and run only the remediation steps authorized by the incident procedure.
4. After the response system records recovery, check outstanding reports and resolve the Freshservice incidents that are settled.

**The result:** The outage has a coordinated employee response, linked operational evidence, and a documented recovery across affected cases.

### Turn repeated incidents into a verified permanent fix

Finn works the operational problem-management cycle behind recurring tickets, connecting the evidence, approved remediation, and follow-up checks instead of repeatedly closing the same symptom.

**Typically handled by:** Problem management and platform operations team

**Starts when:** Repeated Freshservice incidents show the same failure pattern across employees or devices.

#### What Finn handles

1. Collect the matching incidents, working temporary fixes, affected assets, and available monitoring evidence.
2. Create or update the problem investigation with the confirmed findings and the proposed repair owner's decision.
3. Carry the approved repair through the change process and execute its configured action in Microsoft Intune or GitHub Actions.
4. Check the observations after execution and update the problem and linked incidents with the result.

**The result:** The recurring problem has a tracked repair and evidence of its outcome, with unresolved causes kept explicit.

### Track a replacement device through delivery and setup

Finn handles the coordination around a replacement computer, connecting the service request, asset assignment, shipment updates, and device readiness rather than leaving employees to chase several teams.

**Typically handled by:** IT asset fulfillment coordinator

**Starts when:** An approved Freshservice request calls for a replacement device.

#### What Finn handles

1. Match the approved request to available inventory and record the assigned replacement asset.
2. Create the authorized shipment through connected ShipStation while the fulfillment team performs physical packing and dispatch.
3. Apply the approved device setup through Microsoft Intune and follow both shipment and setup results.
4. Confirm receipt and the working replacement with the employee, then update asset assignments and record the old device's return status.

**The result:** The replacement journey is documented through delivery and readiness, with equipment still awaiting return clearly tracked.

### Reconcile employee equipment with the service record

Finn keeps the asset information used by support aligned with verified device records, resolving known ownership and status differences without silently inventing missing hardware details.

**Typically handled by:** IT asset management administrator

**Starts when:** A scheduled review or completed device handover identifies inventory information needing reconciliation.

#### What Finn handles

1. Compare the Freshservice asset records with inventory from connected Microsoft Intune.
2. Identify changes supported by a completed handover, device enrollment, or confirmed retirement record.
3. Apply authorized ownership and lifecycle corrections, sending disputed assignments to the asset owner for a decision.
4. Record the source evidence and notify affected support owners when the correction changes an open request.

**The result:** The asset register reflects confirmed device events, and uncertain ownership remains a visible exception rather than a guessed value.

### Complete an approved device update campaign

Finn handles the service-management work around a software update, connecting the affected computers, approved deployment, employee communication, and verified completion results.

**Typically handled by:** Endpoint change and patch operations team

**Starts when:** IT approves an update for an identified group of managed computers.

#### What Finn handles

1. Identify the affected assets in Freshservice using version and device information from connected Microsoft Intune.
2. Record the approved package, target devices, maintenance window, and employee restart requirements.
3. Start the configured deployment through Microsoft Intune and communicate the required employee actions.
4. Read the reported installation results, record successful devices, and create focused follow-up work for actual deployment failures.

**The result:** The approved update is executed and recorded with specific completion and exception results for the targeted devices.

### Publish the working answer from a resolved incident

Finn turns a proven service resolution into maintained support guidance, keeping the original evidence, review decision, and published answer connected in Freshservice.

**Typically handled by:** IT knowledge manager

**Starts when:** A resolved incident exposes a missing or incorrect answer in the service knowledge base.

#### What Finn handles

1. Review the confirmed repair, affected environment, prerequisites, and limitations from the original incident.
2. Write the reusable procedure without employee-specific details and link it to the supporting resolution.
3. Obtain the required knowledge-owner review before publishing new or materially changed operational instructions.
4. Publish the approved guidance and update the original incident or service resource with its article reference.

**The result:** The knowledge base gains a reviewed procedure based on a completed repair that the support team can reuse.

## Connection setup

Contact Finn to discuss the records your workflow needs and the actions you want it to perform.

Your team chooses what Finn can access, what agents can change, and when a person must approve the work. The connection needs the appropriate account access and permissions from Freshservice.

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