Freshservice Integration Guide

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 a v2 REST API Key, which can only be generated by Admin users and the Account Owner. You must also have a Starter 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. Click the cog (⚙️) icon on the left and select Apps, listed under Helpdesk Productivity.
2. Click Get More Apps. On the following screen, search for PagerDuty, click on the result, and click Install.
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 Webhook URL to copy into your new PagerDuty service. Copy this to your clipboard and leave this tab open.

In PagerDuty

1. Go to the Services menu and select Service Directory.
2. Select the new service you created from Freshservice.
3. On the service’s Integrations tab, scroll down and click Add or Manage Extensions.
4. Select Generic v1 Webhook from the Extension Type dropdown and enter in a name for your webhook. Then paste the webhook URL that you copied, then click Save.
5. From the Apps & Add-Ons menu, select API Access.
   
6. On your API Access page, click the +Create New API Key button.
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. Click Create Key.
8. 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.

In Freshservice

1. Paste your API key into the corresponding field in Freshservice, then click Enable. You should see a message saying App Installed Successfully.
2. PagerDuty incidents on this service will now be sent to Freshservice. You can get back to the PagerDuty app later by clicking the cog (⚙️) icon on the right and then Apps.

Push Incidents to PagerDuty

1. Steps 1-4 will send incidents to PagerDuty based on the ticket category. This is optional – skip to step 5 if you don’t need this functionality. To set this up, click the cog (⚙️) icon and select Workflow Automator.
2. Now click on Category-Based Incident Routing. On the next screen, click Edit near the top right.
3. Here you can choose which categories will push an incident to PagerDuty. Click on one of the actions, click Add new action, choose Send to PagerDuty, and then click Done.
4. When you are done editing your actions, click Activate near the top right. Tickets with the categories you added the Send to PagerDuty action for in step 3 will now be sent to PagerDuty automatically.
5. Steps 5 – 7 will trigger PagerDuty incidents based on the subject of the email sent in to Freshservice. Go back to your Workflow automator screen and click New Automator > Ticket
6. We will now add a rule that triggers a PagerDuty incident if the subject contains the word Urgent.
7. Click Activate near the top right.

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.

FAQ

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

Yes.

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