Freshservice

Create a Ticket in Freshservice via Webhook Template

Follow the below steps to configure the “Freshservice - Create Ticket” action via webhooks.

1. Login to your Freshservice Portal -> your Profile (top right) -> Profile Settings -> View API Key

1. Copy the API Key from Freshservice to Create Tickets

Generate Basic Token using the API Key

You need to generate a basic token using their API Key to authenticate Freshservice APIs. Use a tool to generate a basic token out of the API Key.

Here we have used Postman to generate the basic token

1. Open a new tab in Postman

2. Paste the below curl in the URL space

1. Navigate to Authorization -> Type Basic Auth -> In the Username field paste the API Key copied from the profile page.

2. Navigate to Headers -> Key Authorization -> Copy the Value

curl -v -u apikey:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets'

Using Webhooks to create Freshservice tickets for Squadcast Incidents

1. Navigate to Settings -> Webhooks.

2. Click Add Webhook. On the next screen, you will be guided through three steps. Navigate between these steps by clicking on any of the steps on the top bar.

3. Add Webhook Details:

   1. Webhook Name: Enter the webhook name as Freshservice - Create Ticket.

   2. Webhook Description (optional): Enter an optional description. For example - This webhook is for ticket creation in Freshservice for Squadcast Incidents.

   3. Failure Notification Email (optional): Enter an email where you want to receive failure notifications. This is particularly helpful when you (or an administrator) want to be notified of webhook-related failures.

   4. URL: Copy and paste the below API.

   5. Additional Headers: Add Key: Authorization and paste the Value copied from Postman with the prefix Basic

   https://domain.freshservice.com/api/v2/tickets

Click Next: Choose Webhook Type, and navigate to the next step.

1. Choose Webhook Type: Choose Webhook type (Manual or Automatic) and add configurations.

   1. Manual Webhook: Manually trigger Webhooks under incidents, on demand. Under Manual Webhook, select the teams that are authorized to access the Webhook. You can select All Teams or enter specific Teams, from the drop-down.

1. Automatic Webhook: Automatically trigger Webhooks when the configured conditions match. To set up Automatic Webhook Configurations:

   1. Versions: Select v2

   2. Triggers: Select the following Trigger events (conditions) for which the Webhook will be triggered:

      1. Incident Triggered (This will create a Freshservice ticket whenever a new incident gets triggered in Squadcast)

   3. Filters: You can apply filters on top of events, based on Teams, Services, Alert Sources, and Tags, by having an individual expression or a combination of expressions/expression groups.

Applying filters will trigger the webhook and create Freshservice tickets only for events that match the filter.

Click Next: Configure Payload, and navigate to the next step.

1. Configure Payload: Select the pre-configured template for Freshservice - Create Ticket. You can also test the Webhook by clicking the Test Webhook on the bottom right.

Click Save and your Webhook is created.