Freshservice

What is Freshservice?

Freshservice is a cloud based ITSM software for your service desk. It provides automation tools to manage incidents, assets, and more.

How It Works

Freshservice creates tickets.

• When a ticket is created in Freshservice, an alert is created in PagerTree automatically.
• When a ticket is pending (ticket_status === 'Pending') in Freshservice, the alert is acknowledged in PagerTree automatically.
• When a ticket is resolved or closed (ticket_status === 'Resolved' || ticket_status === 'Closed') in Freshservice, the alert is resolved in PagerTree automatically.

Integration Walkthrough

In this integration tutorial we will show you how to send tickets from Freshservice into PagerTree. The estimated time for this integration is 5 minutes. We assume that you already have a PagerTree and Freshservice account setup.

In PagerTree

1. Create the integration by clicking the Freshservice logo.
2. Copy the Endpoint URL.

In Freshservice

1. Click the Gear Icon in the left side navigation menu to go to the admin page.

2. On the admin page, navigate to Automation & Productivity -> Workflow Automator.

   

   Navigate to Automation & Productivity -> Workflow Automator

3. Click the New Automator button and select Ticket.

   

   Click the New Automator button and select Ticket

4. On the New Ticket Automator form:

   1. Title - PagerTree
   2. Click Create

   

   Freshservice PagerTree Automator

5. In the new Event form:

   1. When any of these events occur:
      1. Ticket is raised
      2. Status is changed from Any Status to Any Status
   2. These events can be performed by Anyone
   3. Name - Ticket is Created or Updated
   4. Click Done.

   

   Ticket Automator Event

6. Drag the Web Request action, connecting it to your event.

7. On the Web Request Form:

   1. Request Type - POST

   2. Endpoint - Paste the PagerTree endpoint URL you copied earlier.

   3. Credentials - Inline Credential

   4. Authentication Type - No Auth

   5. Body - Copy and paste the Freshservice Webhook Format (see below) into the text box.

   6. Label - PagerTree Webhook

   7. Click Done.

      

      Freshservice PagerTree Web Request

8. Click Activate.

   

   Click active on the Ticket Automator

9. Click Confirm.

   

   Click confirm

You have successfully completed the Freshservice Integration.

Freshservice Webhook Format

The root node of this payload "freshdesk" is not a mistake. The Freshservice application used to send webhooks in this format. For legacy reasons, it has been kept as "freshdesk".

{
  "freshdesk_webhook":{
    "ticket_id":"{{ticket.id}}",
    "ticket_status":"{{ticket.status}}",
    "ticket_subject":"{{ticket.subject}}",
    "ticket_description":"{{ticket.description | sanitize_html}}",
    "ticket_url":"{{ticket.url}}",
    "ticket_public_url":"{{ticket.public_url}}",
    "ticket_priority":"{{ticket.priority}}",
    "ticket_email":"{{ticket.from_email}}"
  }
}

Troubleshooting

If you are running into issues where the rules are not firing, please check the following in Freshservice:

1. Ensure you created the rules by clicking the New Ticket Automator button.
2. Ensure you are diagnosing only new tickets. Old tickets will not be processed by new automators.
3. Try disabling and reenabling the rule.

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