Freshservice Integration Guide

Freshservice Integration

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

How Freshservice users benefit from PagerTree

Freshservice creates incidents. PagerTree acts as the dispatcher for these incidents, determining the right people to notify based on on-call schedules. PagerTree notifies them via email, sms, voice, and/or push notifications until the incident is acknowledged or closed.

Functionality of Integration

The Freshservice integration is one-way, meaning:

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

Tutorial Overview

In this integration tutorial we will show you how to send incidents from Freshservice into PagerTree. The estimated time for this integration is 15 minutes. We assume that you already have a PagerTree and Freshservice account setup.

Warning. Cloning ticket rules in Freshservice could lead to unexpected behavior. We recommend always creating ticket rules.

In PagerTree

  1. Click the team you wish to add the integration to. Select Team
  2. On the team page, click the “Integrations” tab. Click Integrations Tab
  3. On the “Integrations” tab, click the “+ Integration” button. Click Plus Integration Button
  4. In the “Create Integration” box, fill out the following:
    1. Name of the Integration,
    2. Select the Integration Type to Freshservice
    3. Select an appropriate urgency for when this integration is triggered
    4. Select the team member the incident will be created by (example: manager or team lead)
    5. Select the team this incident will be assigned to Click Create
  5. Click “Create”
  6. Copy the WebHook URL Copy Webhook URL

In Freshservice

Dispatch’r
  1. Click Admin -> Dispatch’r Click Admin -> Dispatch'r
  2. Click New -> Ticket Rule Click new ticket rule
  3. In the Dispatch’r Rule Form
    1. Give the rule a Name (e.g. “Incident is created”)
    2. Give the rule a Description (e.g. “When an incident is created…”)
    3. In the Conditions section select
      1. Match ALL of the below
      2. Type Is Incident
    4. In the Actions section select
      1. Trigger Webhook
        1. Request type – POST
        2. Callback URL – Paste the PagerTree WebHook URL you copied
        3. Requires Authentication – Unchecked
        4. Encoding – JSON, Simple
        5. Content – All checkboxes checked Configure Dispatch'r ticket rule
  4. Click “Save”
Observer
  1. Click Admin -> Observer Click Admin -> Observer
  2. Click New -> Ticket Rule Click new ticket rule
  3. In the Observer Rule Form
    1. Give the rule a Name (e.g. “Update PagerTree”)
    2. Give the rule a Description (e.g. “Send webhook to PagerTree to update”)
    3. In the “When Any of these events occur” section select
      1. Status is changed
      2. From Any Status
      3. To Any Status
    4. In the “and the events are performed by” section select
      1. Anyone
    5. In the “on ticket with these properties” section select
      1. Match ALL of the below
      2. Type Is Incident
    6. In the “perform these actions”
      1. Select Ticket
      2. Trigger Webhook
        1. Request type – POST
        2. Callback URL – Paste the PagerTree WebHook URL you copied
        3. Requires Authentication – Unchecked
        4. Encoding – JSON, Simple
        5. Content – All checkboxes checked Configure Observer ticket rule
  4. Click “Save”

You have successfully completed the Freshservice Integration. Now when Freshservice creates an incident, PagerTree will create an incident and route it to the correct team member that is on-call. If you have any questions please contact support@pagertree.com