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Freshservice Integration Guide (old web UI)

Freshservice is a plug and play ITIL service desk on the cloud. It covers core functionalities like Incident, Problem, Change, Release and Asset Management on cloud.

Please note that this integration requires an REST API Key, which can only be generated by Admin users and the Account Owner. You must also have a Basic plan or higher in order to use the REST API. You can read more about generating a REST API key in our knowledge base.

In Freshservice

  1. Log in to Freshservice. In the Admin section, select Integrations, listed under Helpdesk Productivity.
  2. Scroll down to PagerDuty from the list of available integrations and click on the toggle.
  3. Log in to your PagerDuty account when prompted.
  4. Once you’ve logged in, you’ll be prompted to create a new PagerDuty Service. Once you’ve named your service and chosen your escalation policy, click Finish Integration.
  5. You’ll now be presented with a WebhHook URL to copy into your new PagerDuty service. Copy this to your clipboard and leave this tab open.

In PagerDuty

  1. Go to the Configuration menu and select Services.
  2. Select the new service you created from Freshservice.
  3. On the service’s Integrations tab, scroll down and click Add an Extension.
  4. Select Generic Webhook from the Extension Type dropdown, enter in a name for your webhook, and paste the webhook URL that you copied, then click Save.DEMO_-_PagerDuty
  5. From the Configuration menu, select API Access.
  6. On your API Access page, click the +Create New API Key button.apiaccess-1
  7. In the dialog that pops up, you’ll be prompted to enter a Description for your v2 REST API key. You will also have the option to create the key as Read-only; leaving this box unchecked will create a full access key._int3__API_Keys_-_PagerDuty
  8. Once you have filled in your options, click Create Key.
  9. Once you click Create Key, you will see a dialog displaying your key and confirming the options you filled in on the previous step. Make sure to copy this key into any application that needs it now, as you will not have access to the key after this step. If you lose a key that you created previously and need access to it again, you should remove the key and create a new one. Click Close once you have successfully copied your key.api__2_
  10. Once created, you will see your key appear in the list of keys on the API Access page, with versioning noted.api__3_

In Freshservice

  1. Paste your API key into the corresponding field in Freshservice, then click Enable.
  2. Navigate to the Integrations list and confirm that PagerDuty is now enabled.

Push Incidents to PagerDuty

  1. From the Admin page, select Dispatch’r.
  2. Select New to create a new Ticket Rule or Change Rule.
  3. Set the Conditions that will trigger a PagerDuty incident and, under Actions, select Send to PagerDuty, then Save the rule.In this example, all emails whose subject contains the word ‘Urgent’ will trigger PagerDuty incidents.

Testing Your Integration

  1. To test that your Freshservice rule is alerting PagerDuty as you are expecting, send an email to your Freshservice Helpdesk email address that meets the conditions of your rule. In our example, an email has been sent to the Helpdesk email address that includes the word ‘Urgent’.
  2. A PagerDuty incident will be created shortly after the email is received.
  3. The incident itself will contain a link to the Freshservice ticket.
  4. Resolving the ticket in Freshservice will resolve the PagerDuty incident. Any public or private notes will be added as notes in the PagerDuty incident log.


Will resolving the incident in PagerDuty also resolve it in Freshservice?


How will actions in PagerDuty affect Freshservice incidents?

  • Incident acknowledged → Assigned to the agent if available, else note added to the incident
  • Incident acknowledgment timeout → Incident unassigned
  • Incident escalated → Note added
  • Incident reassigned → Note added
  • Incident resolved → Incident resolved

How will actions in Freshservice affect PagerDuty incidents?

  • New incident created (matching a Dispatch’r rule) → New incident created
  • Note added → Note added
  • Incident resolved → Incident resolved
  • Incident deleted, closed or marked as spam → Incident resolved

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