Objective
To troubleshoot and resolve data synchronization issues between Automox and Freshservice.
Overview
The Freshservice integration enables asset management and endpoint inventory data to sync seamlessly between Automox and your Freshservice tenant. If the integration stops syncing or reports errors, authentication credentials or domain configuration settings within Freshservice are typically out of sync.
ℹ️ Integration Ownership Note: The Automox integration for Freshservice is developed, maintained, and supported directly by Freshworks. Automox provides general configuration guidance; if integration issues persist after verifying credentials, you must contact Freshworks Support.
Troubleshooting Checklist
Before recreating the connection, verify that all API credentials and domain settings are accurate:
| Configuration Parameter | Verification Requirement |
| Automox API Key | Confirm the key is active, has not expired, and possesses administrative privileges in Automox. |
| Automox Organization Name | Ensure the organization name entered in Freshservice matches your Automox organization name exactly (case-sensitive). |
| Freshservice Domain Name |
Verify the domain URL format is correct (e.g., yourcompany.freshservice.com).
|
| Freshservice API Key | Confirm the API key used has sufficient administrative permissions within Freshservice. |
Resolution Steps
1.Verify and Refresh API Keys:
- In the Automox console, navigate to Keys > API Keys to generate or confirm your active Automox API key.
- In Freshservice, navigate to Profile Settings > API Key to confirm your Freshservice user key.
2.Review Integration Settings in Freshservice:
- Log in to Freshservice as an administrator and go to Admin > Apps > Automox.
- Confirm that the Automox API Key, Organization Name, and Freshservice Domain fields are populated correctly without extraneous spaces.
3.Re-create the Integration Connection:
If settings are correct but synchronization still fails:
- In Freshservice, go to Admin > Apps > Automox.
- Select Delete Connection (or uninstall the integration app).
- Re-install the Automox integration app from the Freshservice Marketplace and re-enter your API keys and organization details.
Escalation Requirements
Because Freshworks maintains this integration module, if re-creating the connection does not resolve the sync issue:
Gather relevant integration logs and error message screenshots from your Freshservice dashboard.
Contact Freshworks Support directly via the Freshservice Support Portal.