Freshdesk Integration

Connect Freshdesk with OnPage so important events reach the on-call team when they need attention.

Trigger: A Freshdesk Automation Rule matches a selected ticket event and its conditions.

How It Works

1. Create an API integration in OnPage for the team that should receive Freshdesk alerts.
2. Configure the relevant Freshdesk Automation Rule for the OnPage response team.
3. Select the events and conditions that require an on-call response.
4. When the configured Automation Rule matches a selected event or condition, Freshdesk sends the event to OnPage.
5. OnPage creates an alert for the receiving team with relevant Freshdesk context.
6. The on-call team reviews and responds to the alert in OnPage.

Requirements

• Access to configure the relevant Freshdesk workflows and notifications.
• A configured Automation Rule with events that warrant an on-call response.
• An OnPage API integration configured for the alert-receiving team.

Setup

1. Create the API Integration in OnPage

Create an API integration for Freshdesk in OnPage and associate it with the team that should receive alerts. Contact your OnPage administrator if you need help setting up the integration.

2. Configure Freshdesk

In Freshdesk, configure the relevant Automation Rule to use the OnPage integration provided for your environment.

3. Configure Notification Conditions

Choose the events and conditions that require an on-call response. Save the Automation Rule configuration after confirming that the selected conditions match the events that require a response.

OnPage Status Updates

If you are looking for a bi-directional integration and the documentation does not definitively confirm that it is supported, please reach out to our Support team at [email protected].

Verify the Integration

• Run a safe test that reaches one of the selected notification conditions.
• Confirm that an OnPage alert is created for the receiving team.
• Check that the alert identifies the Freshdesk event that triggered it.