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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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.
Last updated
Was this helpful?
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Route detailed ticket alerts from Freshservice to the right users in Squadcast.
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 the app, go to Admin > Workflows Automator to create the webhook
Click on New Automator and select the suitable category from the drop-down. Here, we have selected Ticket
Provide a Title and an optional Description. Next, click on Create
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
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:
g. Then, click on Done
Click on Activate
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
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
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? .
