Freshservice
Connect your Freshservice tickets to PagerTree using our Freshservice Integration.
Freshservice is a cloud based ITSM software for your service desk. It provides automation tools to manage incidents, assets, and more.
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.
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.
- 1.
- 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.
- 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.
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}}"
}
}
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.
Last modified 9mo ago