> For the complete documentation index, see [llms.txt](https://docs.getint.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.getint.io/guides/integration-synchronization/non-jira-connectors/asana-freshservice-integration.md).

# Asana Freshservice integration

Connect Asana and Freshservice so that project management and IT service teams share a single source of truth. Changes in one platform automatically reflect in the other, eliminating manual handoffs and duplicate work.

This guide walks you through licensing, prerequisites, and a step-by-step setup using Getint.

### Requirements to Build Your Integration <a href="#requirements-to-build-your-integration" id="requirements-to-build-your-integration"></a>

Make sure you have the following ready. Gathering these first will make the setup steps below go smoothly.

| Requirement             | Details                                                                                                                                                                                                                                   |
| ----------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Getint Account**      | Sign up at [app.live.getint.io](https://app.live.getint.io/) (SaaS) or deploy the [On-premise version](https://docs.getint.io/getting-started-with-the-platform/deployment-options/on-premise-deployment) (provided by our Support Team). |
| **Asana Access**        | A Personal Access Token (see Step 3) and admin rights to the project you want to sync.                                                                                                                                                    |
| **Freshservice Access** | Your instance URL (e.g., `https://yourcompany.freshservice.com`) and an API key (see Step 4).                                                                                                                                             |
| **Service Accounts**    | Dedicated accounts in both tools are recommended so that synced comments are attributed consistently.                                                                                                                                     |

{% hint style="info" %}
**Why service accounts?** Comments and changes are attributed to the user who created the connection. Using a dedicated service account in each tool keeps attribution clean and avoids tying the integration to a personal login.
{% endhint %}

### Licensing Model <a href="#licensing-model" id="licensing-model"></a>

Getint offers two licensing options for the Asana-Freshservice connector.

|                  | Standard License                               | Network License                                                                |
| ---------------- | ---------------------------------------------- | ------------------------------------------------------------------------------ |
| **Best for**     | A single team connecting two tools             | Managed service providers or orgs integrating three or more instances          |
| **Coverage**     | One Asana instance ↔ one Freshservice instance | Up to a defined number of connections (e.g., up to 10 instances)               |
| **Tools**        | Fixed pair, priced by the apps you sync        | Any mix of tools; you can swap integrated tools while the license stays active |
| **Sync limits**  | Unlimited projects and work items              | Unlimited work items across covered connections                                |
| **Hidden costs** | None                                           | None                                                                           |

For full pricing and terms, see the [Licensing Page](https://docs.getint.io/billing-and-services/licensing).

{% hint style="info" %}
**Note**: This connector is a non-Jira connector, so it uses the simple fixed-fee Standard License rather than Jira-specific pricing.
{% endhint %}

### Setting Up Your Asana-Freshservice Integration <a href="#setting-up-your-asana-freshservice-integration" id="setting-up-your-asana-freshservice-integration"></a>

#### 1. Access the Getint App <a href="#id-1.-access-the-getint-app" id="id-1.-access-the-getint-app"></a>

* Log in at [app.live.getint.io](https://app.live.getint.io/). No account yet? Click **Sign up**.

<figure><img src="/files/ucz367Pmhs3OU7DAT7Ec" alt=""><figcaption></figcaption></figure>

* Enter your details, select the apps you want to connect, and click **Create new workspace**.

<figure><img src="/files/ivoxBeO4ePXFKxmLnbL9" alt=""><figcaption></figcaption></figure>

* Open the new workspace to launch Getint.

<figure><img src="/files/6JHv6nEXIzBwxCGlssOv" alt=""><figcaption></figcaption></figure>

#### 2. Create an Integration <a href="#id-2.-create-an-integration" id="id-2.-create-an-integration"></a>

* Go to **Workflows** (the lightning bolt icon). Click **Create Integration**.

<figure><img src="/files/H7Xgv88JzJygG2hpo4ov" alt=""><figcaption></figcaption></figure>

* Choose your integration type:
  * **Continuous Sync** keeps both tools updated on an ongoing basis.
  * **Data Migration** moves data one time from one tool to another.

<figure><img src="/files/cefNKPMpWlP5NblKk684" alt=""><figcaption></figcaption></figure>

#### 3. Generate an Asana Personal Access Token <a href="#id-3.-generate-an-asana-personal-access-token" id="id-3.-generate-an-asana-personal-access-token"></a>

* Log in to Asana, click your profile picture, and go to **Settings**.
* Open the **Apps** tab, scroll to **Build new apps**, and click **View developer console**.
* Click **Create new token**, add a description, and create it.
* Copy the token and store it somewhere secure, since you won't be able to view it again.

{% embed url="<https://www.loom.com/share/639cea037a6244bebc40e2441bbdb46f>" %}

#### 4. Generate a Freshservice API Key <a href="#id-4.-generate-a-freshservice-api-key" id="id-4.-generate-a-freshservice-api-key"></a>

* Log in to Freshservice and click your **profile icon** (upper-right).
* Go to **Profile Settings**.
* Select **Show API Key** and complete the security captcha if prompted.
* Copy the key and store it securely.

{% embed url="<https://www.loom.com/share/191e48840a6c44e787d219cbb5893d7d>" %}

#### 5. Connect to Asana <a href="#id-5.-connect-to-asana" id="id-5.-connect-to-asana"></a>

* In Getint, click **Connect App** and choose **Asana**. Enter your Asana Personal Access Token.

<figure><img src="/files/NKxh6NnDD4Zi8BvHE8nf" alt=""><figcaption></figcaption></figure>

* Select the project you want to integrate.

<figure><img src="/files/56Rw8XGkc1XjChtck4cy" alt=""><figcaption></figcaption></figure>

* Click **Connect**.

{% hint style="warning" %}
This integration syncs **one project** at a time. Selecting multiple projects will cause Freshservice to disappear from your available options. To sync more projects, create separate integrations.
{% endhint %}

#### 6. Connect to Freshservice <a href="#id-6.-connect-to-freshservice" id="id-6.-connect-to-freshservice"></a>

* Click **Connect App** and choose **Freshservice**.

<figure><img src="/files/UxG4drrHtJjQLYM1col6" alt=""><figcaption></figcaption></figure>

* Enter your instance URL (e.g., `https://yourcompany.freshservice.com`) and click **Next**.

<figure><img src="/files/xWxhAMn05G40M3V84D4k" alt=""><figcaption></figcaption></figure>

* Name the connection and paste your **API key** into the password field.

<figure><img src="/files/Je71KsI2F5RvwS08MsN7" alt=""><figcaption></figcaption></figure>

* Click **Add**, then select the connection to continue.

{% hint style="info" %}
For detailed steps on how to configure your **Freshservice API token**, please refer to our guide [Connection](https://docs.getint.io/guides/quickstart/connection#freshservice).
{% endhint %}

#### 7. Configure Type Mapping <a href="#id-7.-configure-type-mapping" id="id-7.-configure-type-mapping"></a>

Decide which item types correspond across the two tools.

* **Quick Build** automatically maps fields and types between Asana and Freshservice.
* **Manual Mapping**: click **+ Add Type Mapping** to define mappings yourself, such as Asana **Tasks** to Freshservice **Service Requests** or **Incidents**.

**Example:** Task ↔ Service Request.

<figure><img src="/files/gnuKdwVGW3e8pce5oSru" alt=""><figcaption></figcaption></figure>

#### 8. Field Mapping <a href="#id-8.-field-mapping" id="id-8.-field-mapping"></a>

* Select the fields to synchronize, such as **Title**, **Description**, **Assignees**, and **Custom** fields. In addition to this, for the Freshservice connection to work, it is necessary to map some key fields:
  1. **Reporter/Requester Mapping**:
     * Link the **Reporter** field in Asana to the **Requester** field in Freshservice.
     * Ensure that requesters on both platforms are mapped to allow Getint to match them appropriately.
     * In case a fixed value, like an email, is supposed to be defined for this field, the configuration can be done like the picture below (also mapped automatically by default).
  2. **Status Field**:
     * Freshservice mandates status mapping for the integration to function. A default value needs to be set for the ticket creation only, pointing towards the Freshservice side, avoiding this option being picked up again when the issues are updated:
  3. **Priority Field**:
     * Mapping the priority field is necessary for the integration to operate within Freshservice.

<figure><img src="/files/40iziFogChIeDqwIarCn" alt=""><figcaption></figcaption></figure>

{% hint style="warning" %}
**Inline images** in the **Description** field are not supported.
{% endhint %}

#### 9. Assignee Mapping <a href="#id-9.-assignee-mapping" id="id-9.-assignee-mapping"></a>

Match Freshservice agents to Asana members so work stays assigned to the right people. See [Assignees (users) mapping](https://docs.getint.io/getintio-platform/workflows/assignees-users-mapping) for details.

<figure><img src="/files/EKjodn3U0Ramb1Ibug16" alt=""><figcaption></figcaption></figure>

#### 10. Status Mapping <a href="#id-10.-status-mapping" id="id-10.-status-mapping"></a>

* Map status values so they stay aligned. For example, Asana **In Progress** → Freshservice **Pending**.
* Optionally set the status direction to **unidirectional** if you only want transitions to flow one way rather than both.

<figure><img src="/files/kJR1hkkDZFZtsKuus31A" alt=""><figcaption></figcaption></figure>

#### 11. Comments & Attachments <a href="#id-11.-comments-and-attachments" id="id-11.-comments-and-attachments"></a>

The **Comments & Attachments** tab is enabled by default.

* Choose **unidirectional** or **bidirectional** sync, and filter by criteria such as creation date or author.
* Use **Customize comments creation** to set comments as public or private, or to skip them entirely.

<figure><img src="/files/6vzEpMxsqqL3H1jXJu9C" alt=""><figcaption></figcaption></figure>

* Enable attachments, and set the attachment sync direction to **bidirectional**, **App A (left)**, or **App B (right)**.

<figure><img src="/files/9bAtxfqEvniykOvRTQAL" alt=""><figcaption></figcaption></figure>

#### 12. Advanced Tab <a href="#id-12.-advanced-tab" id="id-12.-advanced-tab"></a>

Enable **Customize create/update actions** for fine-grained control over how items sync, for example, one-way creation from the left app combined with bidirectional updates.

<figure><img src="/files/sPcjQXroTRbJ5FY6hcsE" alt=""><figcaption></figcaption></figure>

#### 13. Filtering <a href="#id-13.-filtering" id="id-13.-filtering"></a>

Filtering lets you sync only the items you care about. See [Items Filtering](https://docs.getint.io/getintio-platform/workflows/items-filtering) for the full reference.

To add a filter in the UI:

1. Click the filtering icon next to an app icon. The filter applies to that side of the integration.

<figure><img src="/files/x1MLI9WlovM4ipJZCqQD" alt=""><figcaption></figcaption></figure>

2. Choose the scope:
   * **All** applies to every item.
   * **New** applies only to new items; already-synced items keep syncing and updating.
   * **Synced** updates only items that are already synced, based on the filter.

<figure><img src="/files/0byIfbypQfw5cBiMmtL3" alt=""><figcaption></figcaption></figure>

3. Pick the field and value to filter on. You can add multiple conditions per field.

<figure><img src="/files/fIIVVG31xwksuYwvWtl7" alt=""><figcaption></figcaption></figure>

4. Click **Apply**, then **Save** the integration.

&#x20;

#### 14. Test the Integration <a href="#id-14.-test-the-integration" id="id-14.-test-the-integration"></a>

* Create a test task in Asana and a test ticket in Freshservice.
* Confirm each one appears and updates correctly in the other tool.
* Check the integration status and logs in Getint to verify everything runs as expected.

***

### Troubleshooting & FAQ <a href="#troubleshooting-and-faq" id="troubleshooting-and-faq"></a>

**The second app disappeared after I selected my project.** You likely selected more than one project in Step 5. Each integration supports a single project, so remove the extra selection or create a separate integration for each additional project.

**My comments are attributed to the wrong user.** Comments are attributed to the account that created the connection (generated the API token). Re-create the connection using a dedicated service account in each tool so attribution stays consistent.

**Images in my task descriptions aren't coming through.** Inline images in the **Description** field aren't supported. Attach images as file attachments instead, and confirm attachment sync is enabled in Step 11.

**Statuses aren't updating the way I expect.** Check your status mapping (Step 10). If a status only changes in one tool, confirm whether you set the direction to unidirectional, since bidirectional is required for changes to flow both ways.

**I can't find my Freshservice API key.** It's under **Profile Settings → Show API Key**. You may need to complete a captcha. If the option isn't visible, confirm your account has the necessary permissions.

**Can I sync more than two instances?** Yes. The **Network License** supports three or more instances and lets you swap tools while the license stays active. See the [Licensing Page](https://docs.getint.io/billing-and-services/licensing).

**Should I use Continuous Sync or Data Migration?** Use **Continuous Sync** for an ongoing two-way connection. Use **Data Migration** for a one-time transfer of existing data.

***

### Conclusion <a href="#conclusion" id="conclusion"></a>

You've now set up the Asana-Freshservice integration with Getint, keeping tasks, tickets, and workflows in sync across project management and IT service management so teams collaborate without switching tools.

Need a hand? Reach out through the [Support Center](https://getint.io/help-center) or [schedule a demo](https://calendly.com/d/cpws-jb2-8xx/demo-call-all-team).

<figure><img src="/files/otyodSR2k1YTwh3mrnVq" alt=""><figcaption><p><a href="https://calendly.com/d/cpws-jb2-8xx/demo-call-all-team
">Start your integration journey. Schedule a free consultation with our Getint Integration Expert today!</a></p></figcaption></figure>


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