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The Freshservice integration connects Rootly with your Freshservice instance so teams can automatically create and update tickets and tasks through Genius workflows. Tickets are created using Freshservice’s ticket API with full support for priority, status, tags, CC recipients, and custom fields. With the Freshservice integration, you can:
  • Automatically create Freshservice tickets when incidents are declared or reach a certain state
  • Create tasks within a Freshservice ticket to track action items
  • Update ticket and task fields as incidents evolve
  • Map incident severity and status to Freshservice priority and ticket status automatically

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Before You Begin

Before setting up the integration, make sure you have:
  • A Rootly account with admin permission to manage integrations
  • A Freshservice account with admin access
  • Your Freshservice subdomain (the part before .freshservice.com)
  • A Freshservice API key
To find your Freshservice API key, log in to Freshservice and go to Profile Settings > API Key. The key is shown at the bottom of the page.
Rootly recommends installing with a dedicated Freshservice service account so the integration does not break if an individual user leaves your organization.

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Installation

Open the Freshservice integration in Rootly

Navigate to the integrations page in Rootly and select Freshservice.

Enter your Freshservice credentials

Provide the following:
  • Domain Name — your Freshservice subdomain (for example, yourcompany for yourcompany.freshservice.com)
  • API Key — the API key from your Freshservice profile settings
Select Connect to validate the credentials and complete installation.
After installation, the Create a Freshservice Ticket, Update a Freshservice Ticket, Create a Freshservice Task, and Update a Freshservice Task workflow actions are available in your Genius workflows.

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Workflow Actions

The Freshservice integration provides four workflow actions for managing tickets and tasks. If you are unfamiliar with how Genius workflows work, visit the Workflows documentation first.

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Create a Freshservice Ticket

This action creates a new ticket in Freshservice. Priority mapping (Auto) Status mapping (Auto)

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Update a Freshservice Ticket

This action updates an existing Freshservice ticket.
When a Create a Freshservice Ticket action runs, Rootly stores the resulting ticket ID on the incident record. Reference it in subsequent update actions using Liquid variables.

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Create a Freshservice Task

This action creates a task within an existing Freshservice ticket. Task status mapping (Auto)

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Update a Freshservice Task

This action updates an existing task within a Freshservice ticket.

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Troubleshooting

The email provided in the Request User Email field must correspond to an existing Freshservice contact or agent. Verify the email address exists in your Freshservice account before creating tickets.
Custom field names in the Custom Fields Mapping JSON must match the field names as they appear in the Freshservice API (typically snake_case). Check your Freshservice admin settings under Admin > Custom Fields to confirm the correct field names.

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Uninstall

To remove the Freshservice integration, open the integrations panel in Rootly and select Configure > Delete.