> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rootly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Installation

> Install and configure the Freshservice integration in Rootly to automatically create tickets and tasks from incidents in your IT service management workspace.

## Introduction

The Freshservice integration connects Rootly with your Freshservice instance so teams can automatically create and update tickets and tasks through Genius workflows. Tickets are created using Freshservice's ticket API with full support for priority, status, tags, CC recipients, and custom fields.

With the Freshservice integration, you can:

* Automatically create Freshservice tickets when incidents are declared or reach a certain state
* Create tasks within a Freshservice ticket to track action items
* Update ticket and task fields as incidents evolve
* Map incident severity and status to Freshservice priority and ticket status automatically

## Before You Begin

Before setting up the integration, make sure you have:

* A Rootly account with admin permission to manage integrations
* A Freshservice account with admin access
* Your Freshservice subdomain (the part before `.freshservice.com`)
* A Freshservice API key

<Callout icon="info" color="#DBEAFE">
  To find your Freshservice API key, log in to Freshservice and go to **Profile Settings > API Key**. The key is shown at the bottom of the page.
</Callout>

<Callout icon="user-shield" color="#DBEAFE">
  We recommend installing with a dedicated Freshservice service account so the integration does not break if an individual user leaves your organization.
</Callout>

## Installation

<Steps>
  <Step title="Open the Freshservice integration in Rootly" icon="plug">
    Navigate to the integrations page in Rootly and select **Freshservice**.
  </Step>

  <Step title="Enter your Freshservice credentials" icon="key">
    Provide the following:

    * **Domain Name** — your Freshservice subdomain (e.g. `yourcompany` for `yourcompany.freshservice.com`)
    * **API Key** — the API key from your Freshservice profile settings

    Select **Connect** to validate the credentials and complete installation.

    <Callout icon="circle-check" color="#DCFCE7">
      After installation, the **Create a Freshservice Ticket**, **Update a Freshservice Ticket**, **Create a Freshservice Task**, and **Update a Freshservice Task** workflow actions are available in your Genius workflows.
    </Callout>
  </Step>
</Steps>

## Uninstall

To remove the Freshservice integration, open the integrations panel in Rootly and select **Configure > Delete**.