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Freshservice Integration

Freshservice is a plug and play ITIL service desk on the cloud. Freshservice can trigger webhook actions and send webhook notifications on ticket actions (Create, Close, Add note etc). By forwarding Freshservice webhooks to OpsGenie, you can notify users via iPhone and Android push notifications, email, SMS, and phone calls, track of the alert life cycle, escalate alerts, etc. With Freshservice Integration, every new and reopened ticket creates an alert in OpsGenie, and every note added to the tickets gets added as Note to the existing alerts. Every closed ticket, closes the corresponding alert in OpsGenie.

What does OpsGenie offer to Freshservice users?

By using OpsGenie Freshservice Integration, you can forward Freshservice alerts to OpsGenie. OpsGenie can determine the right people to notify based on on-call schedules, using email, text messages (SMS), phone calls and iOS & Android push notifications, and escalating alerts until the alert is acknowledged or closed.

Functionality of the integration

  • When a new ticket created in Freshservice, an alert is also created in OpsGenie automatically through the integration.
  • When status of triggered event is changed between from 2 or 3 to 4 or 5, OpsGenie automatically close the alert.

Add Freshservice Integration in OpsGenie

  1. Please create an OpsGenie account if you haven't done already
  2. Go to OpsGenie Freshservice Integration page,
  3. Specify who should be notified for Freshservice alerts using the "Teams" field. Auto-complete suggestions will be provided as you type.
  4. Copy the URL by clicking on the copy button or selecting.
  5. Click on "Save Integration".

Configuration on Freshservice

A "Dispatch'r Rule" is needed to send webhook notifications for newly created tickets and an "Observer Rule" is needed to send notifications on ticket actions(Add note, close, reopen etc).

Adding Dispatch'r Rule

  1. From Admin -> Dispatch'r Rule screen, click "add rule".
  2. Set rule's name as "OpsGenie Create Alert"
  3. In actions section, choose "Trigger Webhook" from dropdown.
  4. Paste the integration URL to "Callback URL" field.
  5. Set "POST" as request type, Encoding "JSON" and content "Simple"
  6. Enable all fields in the content field.
  7. Click "Save"

Adding Observer Rule

  1. From Admin -> Observer Rule screen, click "add rule".
  2. Set rule's name as "OpsGenie Add Note Or Close Or Re-open"
  3. In "When Any of these events occur" populate following conditions with the given order:
    1) "Status Is Changed" From "Closed" To "Any Status" (For reopened tickets' notifications)
    2) "Status Is Changed" From "Any Status" To "Close" (For closed ticket's notifications)
    3) "Status Is Changed" From "Resolved" To "Any Status" (For reopened tickets' notifications)
    4) "Status Is Changed" From "Any Status" To "Resolved" (For resolved ticket's notifications)
    5) "Note is Added" Type "Any" (For Private and Public note notifications)
  4. In actions section, choose "Trigger Webhook" from the dropdown.
  5. Paste the integration URL to "Callback URL" field.
  6. Set "POST" as request type, Encoding "JSON" and content "Simple"
  7. Enable all fields in the content field.
  8. Click "Save"

Sample payload sent from Freshservice to OpsGenie

{
  "freshdesk_webhook": {
    "ticket_id": "INC-3",
    "ticket_subject": "trial",
    "ticket_description": "Test ticket",
    "ticket_url": "https://opsgenie.freshservice.com/helpdesk/tickets/3",
    "ticket_public_url": "https://opsgenie.freshservice.com/public/tickets/cfc13eb4a143ef632d219870a11ee6cd",
    "ticket_portal_url": "https://opsgenie.freshservice.com/support/tickets/3",
    "ticket_due_by_time": "Thu, 27 Aug, 2015 at 3:36 PM GMT +0300",
    "ticket_tags": "tag1, tag",
    "ticket_latest_public_comment": null,
    "ticket_group_name": "grp1",
    "ticket_agent_name": "agent1",
    "ticket_agent_email": "agent1@asd.com",
    "ticket_satisfaction_survey": "asd",
    "ticket_department_name": "Customer Support",
    "approval_url": null,
    "approval_portal_url": null,
    "ticket_status": "Open",
    "ticket_priority": "Low",
    "ticket_source": "Phone",
    "ticket_type": "Incident",
    "ticket_requester_name": "Tuba Ozturk",
    "ticket_requester_firstname": "Tuba",
    "ticket_requester_lastname": "Ozturk",
    "ticket_requester_email": "tubaozturk92@gmail.com",
    "ticket_requester_phone": "1234",
    "ticket_requester_address": "",
    "helpdesk_name": "opsgenie",
    "triggered_event": "{ticket_action:created}"
  }
}

This payload is parsed by OpsGenie as:

{
    "ticket_id" : "2",
    "subject" : "test subject",
    "description" : "test deskripsiyon",
    "url" : "2",
    "portal_url" : "https://opsgenie.freshdesk.com/support/tickets/2",
    "due_by_time" : "March 23 2016 at 10:06 AM",
    "tags" : [
        "tag1", "tag2"
    ],
    "latest_public_comment" : "pablik",
    "group_name" : "Product Management",
    "agent_name" : "eycint",
    "agent_email" : "agent1@asd.com",
    "satisfaction_survey" : "test data",
    "status" : "Open",
    "priority" : "Medium",
    "source" : "Phone",
    "ticket_type" : "Incident",
    "requester_name" : "halit okumus",
    "requester_first_name" : "halit",
    "requester_last_name" : "Incident",
    "requester_phone" : "1222",
    "requester_address" : "adres",
    "company_name" : "OpsGenie",
    "company_description" : "compa desc",
    "company_note" : "compnot",
    "helpdesk_name" : "opsgenie",
    "event_type" : "Create"
}

Sample Alert

Freshservice Integration