# Freshservice
[Freshservice](https://freshservice.com/) 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**.
Image. How to configure Freshservice integration in Squadcast
2\. Select **Freshservice**. Copy the displayed **Webhook URL** to [configure](#in-freshservice-create-a-squadcast-webhook-alert) it within **Freshservice.** Finish by clicking **Add Alert Source** -> **Done**.
Image. Steps to add Freshservice integration to a service in Squadcast
{% hint style="warning" %} **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.
{% endhint %}
### In Freshservice: Create a Squadcast webhook alert
1. In the app, go to **Admin > Workflows Automator** to create the webhook
2. Click on **New Automator** and select the suitable category from the drop-down. Here, we have selected **Ticket**
3. Provide a **Title** and an optional **Description**. Next, click on **Create**
4. 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**
5. 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:
```json
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**
{% hint style="info" %} **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.
{% endhint %}
6. Click on **Activate**
7. 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**
8. Next, to create the alert, follow the steps below:
a. Click on **➕**(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**
{% hint style="info" %}
**Note:**
If you have configured [Custom Statuses](https://support.freshservice.com/support/solutions/articles/156452-customizing-helpdesk-statuses) 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.
{% endhint %}
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.
*Have any questions?* [*Ask the community*](https://community.squadcast.com/view/home)*.*
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