Freshdesk – OpsBridge integration

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Data Types: Events / Tickets

Freshdesk – OpsBridge integration

If you are using OpsBridge Manager (OBM) to monitor your systems and want to sync it

with your helpdesk to react instantly to critical issues, ZigiOps can help you. Here is the most common scenario our customers are facing.

OBM receives a new event in the event browser. ZigiOps creates a new ticket in Freshdesk, containing all relevant OBM event details. The ticket number is returned to the OBM event as an external ID.

When there are updates in the OBM event, they are reported to the related ticket in Freshdesk. The integration is bi-directional so if the Freshdesk ticket is updated ZigiOps automatically logs the update to OBM’s related event, as well. Updates include lifecycle synchronization, regular fields, custom attributes, notes, attachments, assigned agents and contacts, and more.

Common challenges for Freshdesk and OpsBridge users

Freshdesk is a powerful cloud-based customer service software. It allows omnichannel support through email, ticketing, live chat, phone and more. Micro Focus OpsBridge is a popular monitoring system that provides a quick bird’s eye overview of the health and performance of a company’s resources. ITSM and ITOM usually coexist, especially in large enterprises, but they are often not well-aligned. Using Freshdesk and OpsBridge without an integration may cause silos, errors and unnecessary delays.

How do we solve them?

Sync Freshdesk and OpsBridge effortlessly, thanks to ZigiOps’ bi-directional, no-code integration. With our ready-to-use customizable templates, you can manage actions, filters, correlation and mapping to fit your specific use cases. Events, tickets, annotations and any custom fields are all part of the integration. With ZigiOps you can deploy it in a few clicks, improve teamwork and streamline issue resolutions.

• Poll Azure for new tasks every for 60 seconds
• Transform Azure tasks to Jira tasks based on the mapping
• Create new Jira task in ZigiOps

• Poll Jira tasks every 60 seconds
• Transform Jira task updates to the Azure task based on the mapping
• Update the corresponding Azure task based on the mapping
• Add comment to the Azure task for the new comment of the Jira task if any

• Poll Azure for changes on task item every 60 seconds
• Transform Azure task updates to the Jira task based on the mapping
• Update the corresponding Jira task based on the mapping
• Add Comment to the Jira task for the new comment of the Azure task if any

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