macOS - Software - Install FreshService Agent

What the Freshservice Agent Installer does

This Automox Worklet™ automates the installation and configuration of the Freshservice Discovery Agent on macOS endpoints. The Worklet deploys the agent using a PKG file that you provide as a payload, then configures it with your Freshservice account URI and registration key.

After installation, the Worklet creates the required Configuration.json file with your account credentials if it does not exist, loads the Freshservice daemon, and verifies that the service is running. This provides a complete deployment solution that connects endpoints to your Freshservice instance automatically.

Why deploy Freshservice Agent through Automox

Freshservice provides IT service management (ITSM) capabilities including helpdesk ticketing, asset management, and IT operations workflows. The discovery agent collects hardware and software inventory from endpoints, keeping your asset database current without manual data entry.

Deploying through Automox provides a scalable way to install and configure the agent across your entire macOS fleet. Rather than manually installing and configuring each endpoint, you can deploy to hundreds of endpoints with consistent configuration settings.

The Worklet handles both installation and configuration in a single execution, reducing the chance of misconfigured agents that fail to report to your Freshservice instance.

How Freshservice Agent installation works

1. Evaluation phase: The Worklet checks if the Freshservice daemon plist exists at /Library/LaunchDaemons/freshservice.agent.daemon.plist. If present, the agent is installed and no action is needed. If missing, the evaluation triggers remediation with exit code 2.

2. Remediation phase: The script runs the macOS installer with the FS-Agent.pkg payload, verifies the daemon plist was created, creates Configuration.json with your accountUri and registrationKey if missing, reloads the daemon using launchctl, and verifies the service is running by checking launchctl list.

Freshservice Agent requirements

• macOS with support for LaunchDaemons

• FS-Agent.pkg file attached as Worklet payload

• Configure ACCOUNT_URI variable with your Freshservice domain (e.g., https://yourcompany.freshservice.com/)

• Configure REGISTRATION_KEY variable with your Freshservice registration key

• Network access to your Freshservice instance

Expected state after Freshservice Agent installation

After successful remediation, the Freshservice Agent runs as a system daemon and begins reporting to your Freshservice instance. The agent collects hardware specifications, installed software, and other asset information automatically. You can verify the endpoint appears in your Freshservice asset inventory within a few minutes of deployment.

The Worklet logs confirm successful installation, configuration file creation, and service startup. If the service fails to start, the logs indicate where in the process the failure occurred for troubleshooting.

How to validate install freshservice agent changes

1. Run this Worklet on a pilot macOS endpoint and review evaluation output for install freshservice agent.

2. Confirm Automox activity logs show successful completion and exit code 0.

3. Verify endpoint state using checks aligned to evaluation script logic, such as exit, else.

4. Validate remediation effects from script operations such as exit, sudo, sleep, then rerun evaluation for compliance.

For technical validation, compare endpoint state to the Worklet evaluation logic and remediation flow for install freshservice agent. This supports repeatable software lifecycle workflows, faster change control review, and auditable compliance evidence.

Useful script references for this Worklet include evaluation operations such as exit, else and remediation operations such as exit, sudo, sleep. Use these indicators to verify that endpoint changes match intended policy outcomes.