InboundITSM & Ticketing

Freshservice + Alert24

Connect Freshservice with Alert24 to keep alerting, on-call, and team workflows in sync.

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Receive Freshservice ticket and incident notifications via webhook.

Auto-detected payloads

Alert24 recognizes Freshservice webhooks out of the box and maps fields to incidents automatically.

On-call routing & escalations

Page the right engineer over SMS, voice, push, email, or chat with policy-driven escalations.

Auto-updating status pages

Promote incidents to a public or private status page with one click and keep customers informed.

Change correlation & AI RCA

Recent deploys, infra updates, and feature flag flips surface alongside the incident for faster root cause.

Quick Setup

Copy Webhook URL

Go to your Alert24 dashboard and copy the webhook URL for Freshservice.

Configure Freshservice

Add the webhook URL in your Freshservice settings.

Auto-Detected

Alert24 auto-detects Freshservice payloads and maps them to incidents.

Step-by-Step Setup Instructions

Freshservice Webhook Setup

1.In Freshservice, go to Admin → Workflow Automator
2.Create a new automator
3.Add a Trigger Webhook action
4.Set the URL to the webhook URL shown above
5.Configure the request body with ticket placeholders
6.Set conditions for when to trigger
7.Activate the automator

Example Webhook Payload

This is a sample payload that Freshservice sends to Alert24 when an alert fires.

{
  "freshdesk_webhook": {
    "ticket_id": 12345,
    "ticket_subject": "VPN connectivity issues for engineering team",
    "ticket_status": "Open",
    "ticket_priority": "Urgent"
  }
}

How Alert24 Maps Freshservice Data

Status Field

freshdesk_webhook.ticket_status

Message Field

freshdesk_webhook.ticket_subject

Auto-Create Incidents

Yes

Auto-Resolve Incidents

Yes

Status Mapping

Alert24 StatusFreshservice Values
operational
ResolvedClosed
degraded
Pending
down
Open

Connect Freshservice to Alert24 in minutes

Free plan includes 5 monitors, 1 status page, and incident management. No credit card required.

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