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
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 (SaaS) or deploy the On-premise version (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.
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.
Licensing Model
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.
Note: This connector is a non-Jira connector, so it uses the simple fixed-fee Standard License rather than Jira-specific pricing.
Setting Up Your Asana-Freshservice Integration
1. Access the Getint App
Log in at app.live.getint.io. No account yet? Click Sign up.
Enter your details, select the apps you want to connect, and click Create new workspace.
Open the new workspace to launch Getint.
2. Create an Integration
Go to Workflows (the lightning bolt icon). Click Create Integration.
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.
3. Generate an Asana Personal Access Token
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.
4. Generate a Freshservice API Key
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.
5. Connect to Asana
In Getint, click Connect App and choose Asana. Enter your Asana Personal Access Token.
Select the project you want to integrate.
Click Connect.
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.
6. Connect to Freshservice
Click Connect App and choose Freshservice.
Enter your instance URL (e.g.,
https://yourcompany.freshservice.com) and click Next.
Name the connection and paste your API key into the password field.
Click Add, then select the connection to continue.
For detailed steps on how to configure your Freshservice API token, please refer to our guide Connection.
7. Configure Type Mapping
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.
8. Field Mapping
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:
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).
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:
Priority Field:
Mapping the priority field is necessary for the integration to operate within Freshservice.
Inline images in the Description field are not supported.
9. Assignee Mapping
Match Freshservice agents to Asana members so work stays assigned to the right people. See Assignees (users) mapping for details.
10. Status Mapping
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.
11. Comments & Attachments
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.
Enable attachments, and set the attachment sync direction to bidirectional, App A (left), or App B (right).
12. Advanced Tab
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.
13. Filtering
Filtering lets you sync only the items you care about. See Items Filtering for the full reference.
To add a filter in the UI:
Click the filtering icon next to an app icon. The filter applies to that side of the integration.
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.
Pick the field and value to filter on. You can add multiple conditions per field.
Click Apply, then Save the integration.
14. Test the Integration
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
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.
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
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 or schedule a demo.
Last updated
Was this helpful?