Freshservice

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

Efficiently manage incidents with Freshservice's seamless ticket alerts, routed to the right users in Squadcast. Enhance your incident management workflow today!

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.

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

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 the 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, 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

1. Click on Activate

2. 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 ➕(plus) icon and select any of the available options in the drop-down. Here, we have selected the Incident

b. Fill 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.