Freshservice Integration

Page your on-call team for Freshservice tickets until someone responds, and sync Acknowledge and Resolve back to the ticket. Choose which tickets page here; a Freshservice workflow sends them to your webhook URL.

Your Freshservice Connections

Each Connection holds your Freshservice account, which tickets page, who gets notified, and a webhook URL for your workflows.

No Freshservice Connections yet. Create one below.

Create a Freshservice Connection

One Connection covers every ticket its workflows send. Use a second Connection to page different people for different tickets.

1. Name this Connection

Connection name

2. Freshservice account

Freshservice address

.freshservice.com

API key

In Freshservice: Admin → User Management → Integration Users → create "JAMS Incident Management" and copy its key. Then give it the IT Agent role (Permissions → Roles) and your tickets' workspace; it starts with no role and can see nothing.

3. Which tickets page?

Leave a section empty to accept any value. JAMS Incident Management checks each ticket against these before paging, and the setup steps tell you the matching conditions to put in your Freshservice workflow.

Priority

UrgentHighMediumLow

Ticket type

IncidentService Request

Group

4. Write-back to Freshservice

Let responders resolve the ticket. Adds Resolve to the call, text and chat menus and sets the ticket to Resolved. Off: responders can only Acknowledge, and the ticket is resolved in Freshservice. Acknowledge always adds a private note naming who responded.

Requester for tickets opened from alerts (optional)

Only needed if flows let responders open a Freshservice ticket from another alert. Freshservice requires a requester on every ticket.

5. Who gets notified?

No team members or groups loaded. Add team members → or create a group →

Channels to use

callsmsemailpushteamsslackwebexwhatsapp

Escalation interval (minutes)

Wait this long for each recipient to respond before moving to the next.

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