Introduction
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
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.
We recommend installing with a dedicated Freshservice service account so the integration does not break if an individual user leaves your organization.
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 (e.g.
yourcompanyforyourcompany.freshservice.com) - API Key — the API key from your Freshservice profile settings
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.