A lot of interactions in the service desk involve sharing files, like executables and PDFs, with fellow agents and end users. Even end users could use the option to attach files to requests, to provide more context.


The integration of Box with Freshservice makes sharing files extremely simple. It brings the benefits of both the apps right into your service desk:


    • You can maintain a secure inventory of all documents that your team uses.

    • You can readily attach software licenses, user guides etc. wherever required, and share them with fellow agents and end users.

    • Your users can now share large files like screencast videos to explain the issue better.

    • Your team can collaborate on content across locations. They can even access the most up-to-date version of the documents whenever they need it.


Just like most of the other integrations, enabling the Box integration is simple:


1. Login to Freshservice as an Administrator. 

2. Go to the Admin > Apps > Get More Apps

3. Locate Box app and click on Install.





4. Enter your Box credentials and click Authorize. Then click on Grant access to Box.





Once the integration is enabled, you’ll be able to attach files from Box to:


    • Tickets- Both Incidents and Service Requests

    • Ticket Responses

    • Ticket Notes

    • Problems

    • Changes

    • Releases

    • CMDB- Assets as well as Contracts

    • Solution Articles



Hope it helped! Here's a video that demonstrates some use cases of the integration.


Please note: We are in the process of phasing out the old videos. We will replace them with videos that include the updated UI and minor change in the initial setup process to accommodate the introduction of the Marketplace. Appreciate the patience.