Integration for Freshdesk

This is a paid subscription feature

You can integrate IncidentHub with Freshdesk to receive notifications as support tickets in your Freshdesk portal.

IncidentHub will create tickets in your Freshdesk portal when any of the following happens:

1. An incident or maintenance is triggered (started).

IncidentHub does not send follow up notifications to Freshdesk for the same incident or maintenance, including for updates and resolved events. It also does not send upcoming maintenance reminders to Freshdesk.

In Your Freshdesk Account

1. Login to your Freshdesk portal and click on your profile picture on the top right corner.

2. Go to the "Profile Settings" page.

3. Your API key is available on the right-hand side of the page.

4. Copy the API Key - you will need it in the next step.

In Your IncidentHub Account

1. Login to your IncidentHub account and click on Channels -> Add -> Freshdesk.

2. Add a Name and and a Description.

3. For "Freshdesk Portal URL", enter the domain of your Freshdesk portal. This usually looks like https://mycompany.freshdesk.com.

4. For "Freshdesk Requester Email", enter the email which you use to login to your Freshdesk account.

5. For "Freshdesk API Key", enter the API key you copied earlier.

6. To ensure that the details are valid and IncidentHub is able to connect to your Freshdesk portal, you can click on "Create a test ticket". This will create a test support ticket in your Freshdesk workspace.

7. Click Save.

Notification Example

A Freshdesk support ticket created by IncidentHub looks like this: