HR to ITSM

YouServe Freshservice integration: service requests for onboarding and offboarding

With an integration between Visma YouServe and Freshservice, KoppelHet submits a service request from the Freshservice catalog for every new employee and every departure, in the employee's name, with start date, end date and the equipment HR requested in YouServe. If the Active Directory integration runs as well, the request starts at the same moment it prepares the new employee's account, so IT sees laptop, phone and account in one request.

Discuss your integration How the integration works

Written by Marcel van Beek, founder and integration specialistLast updated: 9 November 2026

What the integration does

Anyone recording new colleagues and departures in Visma YouServe and handling IT through Freshservice emails the service desk without an integration, and the service desk turns it into a request itself. IT then still has to ask whether a laptop or phone is needed.

HR enters a new employee in YouServe, with the request for laptop, phone and account.
The Active Directory integration prepares the account and reports that a new employee is coming.
KoppelHet fetches the employee from YouServe, with start and end date and the ticked equipment.
In Freshservice a service request is created from the onboarding item, in the employee's name, with the fields filled according to the agreed mapping.
When the Active Directory integration reports a leaver, a service request is created from the offboarding item, with the end date.

Out: Onboarding service request from a catalog item · Offboarding service request from a second catalog item · Employee as requester, based on the work email address · Start date, end date, job, department, location and manager in the item fields · Laptop, phone and account request from YouServe

What to watch for with Visma YouServe and Freshservice

The service request starts when the YouServe to Active Directory integration reports a new employee as upcoming, or a leaver. Freshservice and Active Directory therefore stay in step: the request arrives as the account is prepared.
HR ticks in extra fields on the employee in YouServe whether a laptop, mobile phone or account is needed. KoppelHet puts those choices as yes or no in the service request, so IT no longer has to ask.
Onboarding and offboarding are two separate catalog items. The service desk picks them in the KoppelHet platform from the items Freshservice has, and decides in Freshservice itself which tasks and approvals belong to them.
Which data goes into which field of the item is recorded per item: for example job, department, location, manager, start date and end date. A field IT adds to the item later can be filled without new development.
The request is in the employee's name, based on the work email address from Entra ID or YouServe. The request is therefore linked to the same person as the account the Active Directory integration creates.
In test mode the integration logs which request would be created, with all fields, without submitting it to Freshservice. IT checks the mapping this way before the integration goes live.

This integration is also part of joiner, mover, leaver.

How we build and run it

The integration runs on the KoppelHet platform, hosted in a data centre in the EU.
Every sync and every error is visible in the functional log; on an error your administrator is notified.
A change that cannot go through is not half-applied but queued for another attempt.
KoppelHet is ISO 27001 certified. Data travels encrypted and stays on the platform no longer than needed.
After go-live we manage the integration and adjust it when your process changes.
The integration fits next to your existing integration layer. Only the fields in the design are transferred; the platform keeps no register of its own.

Implementation, architecture and compliance

Implementation and price

This is not an app you switch on. We build the integration for your organisation on our platform, with building blocks we reuse on every project. So it is custom work that does not start from scratch.

A consultant prepares the intake and analyses both systems. We then record the mapping and exceptions field by field, test in the test or acceptance environment and go live at a moment you choose. Costs are a one-off amount for the setup and a monthly amount for platform, monitoring and support.

Price indication · Basic

Customer case

How it runs at Farmplus

How these organisations use the integration. The configuration differs for each customer.

Farmplus

Wholesale

Farmplus uses Visma YouServe as the source for Active Directory. For a new hire or a leaver the integration creates a service request in Freshservice, and mobile numbers from TOPdesk reach Active Directory through Joinly.

Read the customer story

Frequently asked questions

Can we also have tickets created for onboarding and offboarding?

Yes, that is exactly what this integration does. Every new employee gets a service request from the onboarding item and every leaver one from the offboarding item, with the equipment HR ticked.

Does KoppelHet also create the account in Active Directory?

That is a separate integration on the same source. When both run, that integration's notification starts the service request in Freshservice.

Can we keep setting up the tasks ourselves?

Yes. KoppelHet only submits the request and fills the fields. Which tasks and approvals follow is set up by you in the catalog item in Freshservice.

What if a start date moves?

The request is submitted once, when an upcoming employee is reported. The service desk currently adjusts a later change in the request itself; an automatic note can be agreed if you want one.

What about the GDPR?

You are the controller and KoppelHet is the processor, under a data processing agreement. Only the fields recorded in the request go to Freshservice.

Technical details for IT

For those who want to know how it works under the hood: APIs, fields and sources used.

The trigger is the lifecycle webhook of the YouServe to Active Directory integration on the KoppelHet platform (stages pre-joiner and leaver), secured with a webhook key. The employee and their extra fields are then fetched from YouServe.
Freshservice is written through the Freshservice API v2: POST /api/v2/service_catalog/items/{display_id}/place_request with email and custom_fields; the list of catalog items through the service catalog API. Rate limits per minute per plan, with Retry-After on HTTP 429.

Which fields are transferred

The key fields. The full mapping is agreed per customer.

Field in Visma YouServe	Field in Freshservice	Notes
`Aankomende medewerker of vertrekker`	`Catalogusitem voor onboarding of offboarding (display_id)`	The service desk picks the item from a list KoppelHet reads from Freshservice
`User principal name of zakelijk e-mailadres`	`email van het serviceverzoek`	The request is in the employee's name
`Datum in dienst`	`custom_fields: startdatum`
`Datum uit dienst`	`custom_fields: einddatum`
`Voornaam, achternaam, functie, afdeling en locatie`	`custom_fields van het item`	Configurable per field
`Leidinggevende (naam en e-mailadres)`	`custom_fields: leidinggevende`
`Aanvraag laptop (extra veld in YouServe)`	`custom_fields: laptop ja of nee`
`Aanvraag mobiele telefoon (extra veld)`	`custom_fields: telefoon ja of nee`
`Aanvraag account (extra veld)`	`custom_fields: account ja of nee`

Sources