> For the complete documentation index, see [llms.txt](https://docs.ilert.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ilert.com/integrations/inbound-integrations/freshservice.md).
# FreshService Integration
Integrate Freshservice alerts into ilert to notify on-call teams with technical alerts and escalate unfolding issues for timely incident response.
[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 **Alerting** → **Alert sources** and click **Create new alert source**.
2. Search for **FreshService**, click its tile, and click **Next**.
3. Give your alert source a name, optionally assign teams, and click **Next**.
4. Choose who gets notified: select **Use existing escalation policy** and pick a policy, or **Generate new escalation policy** to start with a basic one that notifies you first. Click **Next**.
Pick an existing escalation policy, or generate a basic one without leaving the wizard.
5. Select **Default grouping** and click **Continue setup**. It groups events by the alert key the integration sets; the other [grouping options](/alerting/configure-alerting/alert-sources.md#event-grouping) are easier to judge once events are arriving.
6. The next page shows more settings, such as notification priority and alert templates. Click **Finish setup** for now; you can change them later.
7. On the final page, ilert shows the integration key and URL for this alert source. You will need them 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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