If you're using Freshservice as your helpdesk, SuperOps lets you disable the built-in service desk and connect Freshservice directly so your endpoint alerts automatically create Freshservice incidents, and your assets sync across both platforms.
This article covers two things:
How to disable the SuperOps service desk from onboarding
How to set up the Freshservice integration from within Freshservice
Note: The entire integration is configured from Freshservice. Nothing needs to be set up on the SuperOps side beyond disabling the service desk.
Disabling the SuperOps service desk
If you don't use SuperOps ticketing and prefer to manage incidents in Freshservice, you can disable the native service desk during onboarding.
Log in to SuperOps and open Product Onboarding from the top navigation bar.
You'll see an Enable SuperOps Service Desk toggle — it's turned on by default.
Toggle it off. A confirmation dialog will appear listing the modules that will be hidden from your account: the Ticketing Module, Projects Module, and Tasks Module.
Review the warning and click Yes, Continue.
Once disabled, scroll down on the same page — Freshservice will appear as an alternative service desk option. Click Integrate to begin the setup.
Note: Data will not be migrated if you switch to a different helpdesk. If you have been using SuperOps ticketing, make sure your ticket data is exported before disabling the service desk.
Setting up the Freshservice integration
The integration is installed and configured entirely within Freshservice as a five-tab setup wizard. Each tab must be saved before the next one unlocks, and your progress is saved as you go.
Step 1 — Install the app
In Freshservice, go to Global Settings > Apps
Search for Freshservice SuperOps Integration and click Install. This opens the configuration wizard.
Step 2 — Connect Freshservice
This tab authorises the integration to read and write data in your Freshservice account.
Enter your Freshservice Domain — e.g. https://yourcompany.freshservice.com.
Enter your Freshservice API Key. You can find this under your Freshservice profile settings.
Click Validate. A Freshservice validated successfully confirmation will appear, and the next tab unlocks.
Step 3 — Connect SuperOps
This tab connects the integration to your SuperOps account via OAuth.
Enter your SuperOps subdomain — if your URL is yourcompany.superops.ai, enter yourcompany.
Select your Data Center Region (e.g. EU or US).
Click Connect SuperOps. A SuperOps login popup will open. Log in and grant access — the popup closes automatically once done.
Note: If you change the SuperOps domain after completing later tabs, your Asset Sync Configuration and Site Mapping will be reset and will need to be reconfigured.
Step 4 — Configure asset sync
This tab has two sections: Site Mapping and Asset Field Mapping.
Site Mapping
Maps each SuperOps site to a Freshservice location so that synced assets are filed under the correct location.
Click Add Site Mapping.
Select a SuperOps site from the left dropdown and a Freshservice location from the right — e.g. Headquarters → America.
Repeat for each site and click Save Site Mappings.
Site mapping is optional. You can leave it empty and still proceed.
Asset Field Mapping
Pairs SuperOps asset classes (e.g. Mac Machine, Windows Machine) with Freshservice asset types (e.g. Laptop, Desktop) and maps the individual fields between them.
Set a Since Date at the top. Assets created in SuperOps before this date will not be pulled into Freshservice during the initial sync — assets created after setup always sync regardless of this date.
Click + Add Asset Mapping.
Select a SuperOps Asset Class from the left dropdown and a Freshservice Asset Type from the right. Each SuperOps asset class can only appear in one mapping. A Freshservice asset type can be reused across multiple mappings.
Click Map Fields to open the field mapping drawer. Map each SuperOps field to its corresponding Freshservice field. Required Freshservice fields are marked with an asterisk and must all be mapped.
Repeat for each asset class and click Save Mappings.
Note: Match number fields to number fields and boolean fields to boolean fields. For dropdown-to-dropdown mappings, the options in the SuperOps dropdown must also exist in the Freshservice dropdown. Product and Asset State fields are handled separately and do not appear in this field list.
Step 5 — Configure asset state mapping
SuperOps tracks two asset lifecycle states: Managed (active) and Retired (decommissioned). This tab maps each of those to the corresponding Freshservice asset state for each asset type you configured in the previous tab.
For each asset type card, select the Freshservice asset state that should apply when SuperOps marks the asset as Managed — e.g. Managed → In Use.
Select the Freshservice asset state for when SuperOps marks the asset as Retired — e.g. Retired → Retired.
Repeat for every card and click Save Asset State Mapping.
Note: If you go back and change any mappings in Tab 3, the cards here update automatically and you'll need to re-save this tab.
Step 6 — Configure alert sync
This is the final tab. It controls how SuperOps alerts are turned into Freshservice tickets.
Select the Workspace where alert-triggered tickets should be created. Once selected, the relevant ticket form fields load below.
Fill in the Subject field. What you type is used as a prefix — the alert message and ID are appended automatically.
Fill in the Description field. Your text is used as a prefix — the alert description is appended automatically.
Complete all required ticket fields, including Requester and Status. Required fields are marked with an asterisk. The Requester and Agent fields use a live search against your Freshservice users.
Under Severity → Priority Mapping, map each SuperOps alert severity to a Freshservice ticket priority:
Low → Low
Medium → Medium
High → High
Critical → Urgent
If you want resolving a Freshservice ticket to also resolve the linked SuperOps alert, check the Resolve Alert checkbox. If left unchecked, resolution only flows from SuperOps to Freshservice.
Once all fields are complete, click Save Configuration.
Completing the installation
Once all five tabs are saved, click Install to activate the integration. If anything is incomplete, the wizard will jump you to the first unsaved tab and highlight what's needed.
What the integration does
Once installed and active, the following capabilities are in place:
Asset historical sync — Existing SuperOps assets are synced to Freshservice based on the configured Since Date and your asset class mappings. Assets created before the Since Date are not pulled retroactively.
Asset creation sync — Any new asset created in SuperOps is automatically synced to Freshservice for configured asset classes.
Asset update sync — Changes to existing SuperOps assets — including site changes and lifecycle state changes (Managed/Retired) — are reflected in Freshservice automatically.
Alert-to-ticket sync — When SuperOps raises an alert, a Freshservice ticket is created automatically in the configured workspace. The alert severity maps to the ticket priority, and the associated asset is linked to the ticket.
Alert resolution sync — When a SuperOps alert resolves, the linked Freshservice ticket is resolved. If the Resolve Alert option is enabled, resolving the ticket in Freshservice also resolves the alert in SuperOps.
Ticket sidebar app — Agents working on a Freshservice ticket can access two actions from the ticket sidebar: Initiate Remote Session, which opens a SuperOps remote session for the device, and View SuperOps Asset, which opens the asset details page in SuperOps.