FreshService Integration

Freshservice 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

   
2. Search for FreshService in the search field, click on the FreshService tile and click on Next.

   
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.

   
5. Select you Alert grouping preference and click Continue setup. You may click Do not group alerts for now and change it later.

   
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.

   

In FreshService

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

1. Select "Workflow Automator"

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

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

1. 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

2. Choose JSON encoding, and Simple

3. IMPORTANT: Make sure all the checkboxes in Content are checked, otherwise some of the info won't be filled in

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

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

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