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  • How to integrate Freshservice with Squadcast
  • In Squadcast: Using Freshservice as an Alert Source
  • In Freshservice: Create a Squadcast webhook alert

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  1. Integrations
  2. Alert Source Integrations (Native)

Freshservice

Efficiently set up Freshservice integration with Squadcast for seamless incident management. Follow our step-by-step guide to enhance your incident management process using Freshservice.

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Last updated 1 year ago

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extends digital capabilities and delivers exceptional employee experiences with an intuitive, scalable, no code solution.

Route detailed ticket alerts from Freshservice to the right users in Squadcast.

How to integrate Freshservice with Squadcast

In Squadcast: Using Freshservice as an Alert Source

  1. Navigate to Services -> Service Overview -> select or search for your Service. Expand the accordion -> In the Alert Sources section, click Add.

Important:

When an alert source turns Active, it’ll show up under Configured Alert Sources. You can either generate a test alert from the integration or wait for a real-time alert to be generated by the Alert Source. An Alert Source is active if there is a recorded incident via that Alert Source for the Service.

In Freshservice: Create a Squadcast webhook alert

  1. In the app, go to Admin > Workflows Automator to create the webhook

  1. Click on New Automator and select the suitable category from the drop-down. Here, we have selected Ticket

  1. Provide a Title and an optional Description. Next, click on Create

  1. In the Events section, you can select and add the Events of your choice. Here, we have added 3 Events as shown in the screenshot. Then, click on Done

  1. Drag ACTION from the menu on the left onto the screen

a. From the drop-down for Perform these actions on, select Ticket

b. Then, from the next drop-down, select Trigger Webhook

c. Choose Request Type as POST

d. In Callback URL paste the previously copied Squadcast webhook URL here

e. Choose Encoding as JSON and Simple

f. In Content, you can select all of the available fields to send complete information as the alert to Squadcast.

As the bare minimum, please select the below:

ticket_status
ticket_id
ticket_priority
ticket_subject
ticket_due_by_time
ticket_description
ticket_source
ticket_department_name
ticket_category
ticket_url
ticket_portal_url
approval_url
approval_portal_url
ticket_group_name
associated_asset_names
ticket_tags
ticket_agent_email
ticket_agent_name
ticket_requester_name
ticket_requester_email
ticket_requester_phone

g. Then, click on Done

Note:

The Test Webhook option sends empty data on the configured Callback URL. As a result, since no data is available in the alert payload, no incident is created in Squadcast for it. Please create a test ticket post configuring this webhook as indicated in this document to see a test incident created for it in Squadcast, to ensure that the configuration is working as expected.

  1. Click on Activate

  1. Do the following for sending resolve alerts to Squadcast:

a. Follow steps 1-3

b. Fill in the form as shown in the screenshot below:

c. Follow steps 5 and 6

  1. Next, to create the alert, follow the steps below:

a. Click on âž•(plus) icon and select any of the available options in the drop-down. Here, we have selected Incident

b. Fill out the form and click on Save

  • Status Open -> to trigger incident at Squadcast

  • Status Resolved -> to resolve incident at Squadcast

  • Status Closed -> to resolve incident at Squadcast

Note:

That is it, you are now good to go!

  • Whenever a ticket is created with Open status, an incident will be created in Squadcast.

  • When the ticket is either Solved or Closed in Freshservice, the corresponding incident will automatically get resolved in Squadcast as well.

2. Select Freshservice. Copy the displayed Webhook URL to it within Freshservice. Finish by clicking Add Alert Source -> Done.

If you have configured in Freshservice and want to use one of the configured Custom Statuses for ticket creation/resolution (in turn, triggering/resolving corresponding incidents in Squadcast), kindly reach out to for further details on this.

Have any questions? .

Custom Statuses
[email protected]
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configure
Freshservice
Image. How to configure Freshservice integration in Squadcast
Image. Steps to add Freshservice integration to a service in Squadcast
How to configure Freshservice integration in Squadcast for incident management
Steps to add Freshservice integration to a service in Squadcast for incident management
Create a Squadcast webhook alert for incident management
Create Ticket under New Auntomator for incident management
Add Title and Description for incident management
Adding events for raising tickets for incident management
Add actions for incident management
Perform these actions to Trigger webhook for incident management
Verify all the details
Activate the webhook
For sending resolved alerts for Squadcast
To create incidents for incident management
Fill the form and Save