Freshservice Cloud based ITSM software for your service desk with powerful automation tool to manage incidents, assets and more.
In iLert
Go to the "Alert sources" tab and click "Create new alert source"
Enter a name and select your desired escalation policy.
Select "FreshService" as the Integration Type and click Save.
On the next page, an FreshService URL is generated. You will need the URL for the webhook configuration
In FreshService
Click the gear icon in the left side of the menu
Select "Workflow Automator"
Create a new automator by clicking on "New Automator" on the top right
Add the Event as trigger, in this case we can make something like Ticket is Raised
Add Action by dragging Action box on the left to the editor, edit it and choose Trigger Webhook make sure POST is chosen, put the Callback URL as the FreshService URL that we got on iLert earlier
Choose JSON encoding, and Simple
IMPORTANT: Make sure all the checkboxes in Content are checked, otherwise some of the info won't be filled in
Save the changes and activate the Automator by clicking Activate on the top right
Now whenever ticket is created, new Incident will be created on iLert.
You can also create a new automator on ticket updated, and it will update the ticket on iLert on resolved or closed