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Connect Wirespeed to Freshservice to automatically create ITSM tickets when cases are escalated, and optionally for standalone closed detections.

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Setup

  1. In Wirespeed, go to Settings → Integrations → Add Integration → Freshservice.
  2. Enter your Freshservice domain (for example yourcompany.freshservice.com) and API key.
  3. Open the integration configuration and set:
    • Ticket Requester Email — required; must be the email of an existing Freshservice agent or requester
    • Workspace / Client — optional for single-workspace accounts; required for MSP-style deployments
    • Assignment Group — optional queue for new tickets
  4. Save configuration to enable ticket creation.

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API key

Generate an API key in Freshservice under Profile → Profile Settings. The integration uses HTTP Basic Auth with the API key as the username and X as the password. If Profile Settings shows “Your API key is disabled”, an account admin must enable API key access for that agent first:
  1. Go to Admin → User Management → Agents
  2. Open the agent profile
  3. On the Permissions tab, enable API Key
  4. Return to Profile → Profile Settings to view or copy the key
On new accounts, this permission is often disabled by default, even for the account owner.

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Ticket behavior

  • Cases — a Freshservice ticket is created when a case is escalated
  • Standalone detections — optional; enable Create Tickets for Closed Detections in configuration
  • Updates — when a case closes, the linked ticket is set to Closed; when detections are merged into a case, a private note is added to the ticket
Freshservice Priority Matrix (if enabled) derives priority from impact and urgency, ignoring priority alone. Wirespeed sets all three from case severity. To use only the priority field, disable Priority Matrix under Admin → Priority Matrix.

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Permissions

The API key must belong to an agent with permission to create and update tickets.