# FreshService Integration
[Freshservice](https://www.freshworks.com/) is a cloud based ITSM software for your service desk with powerful automation tools to manage incidents, assets and more. By connecting Freshservice to ilert, you forward service-desk or monitoring alerts directly to on-call responders. These alerts trigger ilert's escalation policies, ensuring the right team is notified fast. Incident communication remains focused on relevant technical details until resolved.
## In ilert: Create a FreshService alert source
1. Go to **Alert sources** --> **Alert sources** and click on **Create new alert source**
2. Search for **FreshService** in the search field, click on the FreshService tile and click on **Next**.
3. Give your alert source a name, optionally assign teams and click **Next**.
4. Select an **escalation policy** by creating a new one or assigning an existing one.
5. Select you [Alert grouping](/alerting/configure-alerting/alert-sources.md#alert-grouping) preference and click **Continue setup**. You may click **Do not group alerts** for now and change it later.
6. The next page show additional settings such as customer alert templates or notification prioritiy. Click on **Finish setup** for now.
7. On the final page, an API key and / or webhook URL will be generated that you will need later in this guide.
## In FreshService
1. Click the gear icon in the left side of the menu
2. Select "**Workflow Automator**"
3. Create a new automator by clicking on "**New Automator**" on the top right
4. Add the **Event** as trigger, in this case we can make something like **Ticket is Raised**
5. 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
6. Choose **JSON** encoding, and **Simple**
7. **IMPORTANT:** Make sure all the checkboxes in **Content** are checked, otherwise some of the info won't be filled in
8. Save the changes and activate the Automator by clicking **Activate** on the top right
9. Now whenever ticket is created, new Incident will be created on ilert.
10. You can also create a new automator on ticket updated, and it will update the ticket on ilert on resolved or closed
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