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.

AlertOps Configuration

Step 1: From the main menu, hover over Integrations and then select Inbound Integrations from the sub menu.

Step 2: Select the Add Web API Integration button.

Step 3: You should now be on the Web API Integration Detail page. Select Freshservice from the Integration Template dropdown menu.

Step 4: Enter a name for the Integration. Select a message rule to determine the integration's escalation policy. And, enter the names of recipient user(s) and/or group(s). Click Save Changes. Then, click Copy URL to copy the URL endpoint to be used in the Freshservice configuration.

 

Freshservice Configuration

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. 

Alert Triggering Information

AlertOps will automatically create an incident when a new alert is received from Freshdesk with an IncidentStatus status of “trigger.”

Testing and Troubleshooting

Click here to read about Web API Testing and Troubleshooting. 

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