# 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**

   <figure><img src="https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2FjX0cS4q7woTXKajZmc1W%2FScreenshot%202023-08-28%20at%2010.21.10.png?alt=media&#x26;token=8ef3666b-84eb-4b51-abee-f07303313941" alt=""><figcaption></figcaption></figure>
2. Search for **FreshService** in the search field, click on the FreshService tile and click on **Next**.&#x20;

   <figure><img src="https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2FlXzQlJpaTFSR49AZk0xA%2FScreenshot%202023-08-28%20at%2010.24.23.png?alt=media&#x26;token=cffeacb4-57b9-47d4-827d-b0f6b1afd914" alt=""><figcaption></figcaption></figure>
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.

   <figure><img src="https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2FNnuZqONaIhbOf6fn4OkZ%2FScreenshot%202023-08-28%20at%2011.37.47.png?alt=media&#x26;token=8a74f7b5-5bd2-4eea-97fa-1c1dbb041333" alt=""><figcaption></figcaption></figure>
5. Select you [Alert grouping](https://docs.ilert.com/alerting/configure-alerting/alert-sources#alert-grouping) preference and click **Continue setup**. You may click **Do not group alerts** for now and change it later.&#x20;

   <figure><img src="https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2FueugN4JgHn1c90ggFA6u%2FScreenshot%202023-08-28%20at%2011.38.24.png?alt=media&#x26;token=b8009daf-3ca8-4264-a6fa-e42ef7333205" alt=""><figcaption></figcaption></figure>
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.

   <figure><img src="https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2Fi3TIOBvNYBQfDtNpmm0A%2FScreenshot%202023-08-28%20at%2011.47.34.png?alt=media&#x26;token=6cae965a-e448-4443-8c20-37cf501c43b2" alt=""><figcaption></figcaption></figure>

## In FreshService

1. Click the gear icon in the left side of the menu

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2F0Q07d9JLB23qKMlsfLGp%2Ffreshservice-settings.png?alt=media\&token=df554c76-1a28-4acf-be78-36814f1d85c8)

2. Select "**Workflow Automator**"

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2Fe5i5tim5JvrzyQitgNrF%2Ffreshservice-workflowautomator.png?alt=media\&token=128cf2bd-e7b7-4fa3-a637-d14e3aaa95d3)

3. Create a new automator by clicking on "**New Automator**" on the top right

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2FpdTbTdDHBQqlFCLVWZU6%2Ffreshservice-automatordetails.png?alt=media\&token=0641c57c-e66e-4bcb-9844-425a1db4b7a2)

4. Add the **Event** as trigger, in this case we can make something like **Ticket is Raised**

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2FFhV61c5KpVZNIRqZtb0t%2Ffreshservice-ticketraised.png?alt=media\&token=953f4567-a267-49ca-9e24-6351afdde7b6)

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

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2F44cmDNEoyU8qbQ7dzPX6%2Ffreshservice-action.png?alt=media\&token=8e4bc544-875d-4117-88da-3db422811453)

8. Save the changes and activate the Automator by clicking **Activate** on the top right

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2FuZcFZKxF4q2Ih9nDWZHi%2Ffreshservice-activateautomator.png?alt=media\&token=85751506-f748-4aa0-a8af-41449b722073)

9. Now whenever ticket is created, new Incident will be created on ilert.

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2FD6aOzKx1tUL2ZSEAVSPa%2Ffreshservice-createticket.png?alt=media\&token=3fd77728-9eac-491a-8da8-43a8339b5aad)

10. You can also create a new automator on ticket updated, and it will update the ticket on ilert on resolved or closed