FreshService Integration Guide
FreshService is a cloud based ITSM software for your service desk and a powerful IT help desk automation tool to manage incidents, assets and more. Integrate AlertOps’ alert management platform with FreshService to receive and respond to critical alerts through email, SMS, push notification, and phone alerts. AlertOps ensures that alerts received from Freshservice always reach the correct, available team member by utilizing escalation policies and on-call schedules.
From the main menu, click on Integrations and then select Inbound Integrations from the sub menu.
Select API tab
Select the 'ADD API INTEGRATION' button.
You should now be on the API Integration Detail page. Select FreshService from the pre-built Integration Templates.
Enter a name for the integration. Select an escalation rule to determine the integration's escalation policy. And, enter the names of recipient group(s) and recipient user(s). Click 'SAVE.' Then, click 'COPY URL' to copy the URL endpoint to be used in the FreshService configuration.
If you are using the "new/updated" interface of Freshservice,
In the left navigation pane of your Freshservice portal, select Admin and then Workflow Automator
Select New Automator, and then select Ticket,
Give a title and description
Add a new event and set the following conditions,
Select Done, Now add a new Action. Give the API URL, as the inbound integration URL from AlertOps
Select Request Type as 'POST', encoding as 'JSON', and Content as 'Simple'.
In the Content area, select all the available placeholders.
Click Done. And make sure the Automator is activated.
If you are using the "older" interface of Freshservice,
Step 1: Create a rule to send an alert when a ticket is created. In the Freshservice Admin screen, click Dispatch'r.
Step 2: Click New Rule
Step 3: Edit the rule. Expand the toggle to view rule descriptions.
Step 4: Complete the actions section. Select :Trigger Webhook” Request Type = POST Callback URL = (your AlertOps URL from the Inbound Integration) Encoding = JSON Content = Simple Check all the boxes in the content section. Click save.
Step 5: Create a rule to send an alert when a ticket is closed. In the Freshservice Admin screen, click Observer.
Step 6: Click New Rule.
Step 7: Edit the rule. Expand the toggle to view rule descriptions.
Step 8: In the actions sections: Select :Trigger Webhook” Request Type = POST Callback URL = (your AlertOps URL from the Inbound Integration) Encoding = JSON Content = Simple Check all the boxes in the content section. Click save.
Click here to view advanced integration options (For customized mapping).
Alert Triggering Information
AlertOps will automatically create an incident when a new alert is received from Freshservice with an freshdesk_webhook^ticket_status status of “Open.”
If an alert with status "Open" matches an existing Open Alert, AlertOps will recognize the new alert as a duplicate and ignore the alert.
The alert will be recorded in the Inbound Messages table as “Mapped Appended.”
AlertOps will automatically close the same incident when an alert with freshdesk_webhook^ticket_status contains 'Closed/Resolved'.
Testing and Troubleshooting
Click here to read about Web API Testing and Troubleshooting.