HiiServiceNow Integration with Fresh Desk

[s_dinesh01]

HI,

I'm looking if any one done the ServiceNow integration with Freshdesk with Real time data transfer between ServiceNow and Freshdesk and bidirectional.

If a new ticket is created in Fresh desk an incident to be created automatically in ServiceNow incident table

If an incident is created in ServiceNow a ticket should be automatically created in Freshdesk.

Can anyone add the steps to do this approach

Thanks in advance

[Shivalika]

Hello @s_dinesh01 

Please follow below steps - 

For a **real-time bidirectional integration** between **ServiceNow** and **Freshdesk**, you can follow these steps:  

---

### **1. Define Integration Requirements**  

- Identify the **fields to be mapped** between ServiceNow Incident and Freshdesk Ticket.  

- Determine the **trigger conditions** for data transfer.  

- Choose the **integration method**: REST API

### **2. ServiceNow → Freshdesk Integration (Incident to Ticket)**  

**Approach: Using REST API**  

#### **A. Create an Outbound REST Message in ServiceNow**  

1. **Navigate to**: `System Web Services → Outbound → REST Message`  

2. **Create a new REST message** with:  

   - **Endpoint URL**: `https://yourdomain.freshdesk.com/ 

   - **HTTP Method**: `POST`  

   - **Authentication**: Basic Authentication (Freshdesk API Key as username, password blank)  

#### **B. Define REST Message Functions**  

1. **Set request headers**:  

   - `Content-Type: application/json`  

   - `Authorization: Basic <Base64-encoded Freshdesk API Key>`  

2. **Set request body in JSON**:

   ```json

   {

     "description": "Created from ServiceNow Incident",

     "subject": "Incident: ${number}",

     "email": "user@example.com",

     "priority": 1,

     "status": 2,

     "source": 2

   }

   ```

3. **Test the REST Message** and ensure ticket creation in Freshdesk.  

#### **C. Automate the Integration Using a Business Rule**  

1. **Navigate to**: `System Definition → Business Rules`  

2. **Create a new Business Rule** on the `incident` table:  

   - **Trigger Condition**: `Insert`  

   - **Action**: `Script`  

3. **Script:**

   ```javascript

   var r = new sn_ws.RESTMessageV2('Freshdesk Integration', 'post');

   r.setStringParameterNoEscape('number', current.number);

   var response = r.execute();

   ```

So in basic terms you need to create a Rest message with endpoint as as the target instance, Authorization headers as Basic Auth or Oauth whatever you are using key, and a Business rule where you call this post method and automate the creation in target instance. 

for Freshdesk - you need to go by webhook. Everything will be same almost, just instead of endpoint it will have webhook url. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway,

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Dr Atul G- LNG]

Hi @s_dinesh01 

https://www.freshworks.com/apps/servicenow_connector/

https://workativautomate.com/integrations/servicenow/freshdesk