FreshService Integration
Freshservice Cloud based ITSM software for your service desk with powerful automation tool to manage incidents, assets and more.
Last updated
Freshservice Cloud based ITSM software for your service desk with powerful automation tool to manage incidents, assets and more.
Last updated
(c) 2011 - 2024 ilert GmbH
Go to Alert sources --> Alert sources and click on Create new alert source
Search for FreshService in the search field, click on the FreshService tile and click on Next.
Give your alert source a name, optionally assign teams and click Next.
Select an escalation policy by creating a new one or assigning an existing one.
Select you Alert grouping preference and click Continue setup. You may click Do not group alerts for now and change it later.
The next page show additional settings such as customer alert templates or notification prioritiy. Click on Finish setup for now.
On the final page, an API key and / or webhook URL will be generated that you will need later in this guide.
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