Freshservice ServiceNow integration

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Data Types: Tickets (Incidents/Service Requests), Incidents

Freshservice (Tickets) → ServiceNow (Incidents)

Freshservice ServiceNow integration Case

Freshservice is a cloud-based IT service management (ITSM) software. It is designed to help businesses streamline and automate their IT support and service operations, offering features like ticketing, asset management, and self-service portals to enhance the efficiency of IT teams.

ServiceNow, on the other hand, is a broader enterprise-level platform that goes beyond ITSM. It provides a comprehensive suite of cloud-based applications to manage various business processes, including IT service management, customer service, HR, and more. ServiceNow focuses on enabling digital transformation by integrating and automating workflows across different departments within an organization.

An out-of-the-box no-code platform like ZigiOps allows the seamless work alignment of Freshservice with a comprehensive solution like ServiceNow. In just a few clicks and without the need to write an additional line of code, the ZigiOps platform allows the two-way integration of the two. As a result, the stream of information accumulated is easily transferred between them without a hassle.  

The most common reason behind the Freshservice ServiceNow integration is the transfer of Freshservice tickets to ServiceNow incidents. In an enterprise, there are two separate teams using ServiceNow and Freshservice. The Freshservice team that handles customer inquiries has just received a notification about a freshly submitted ticket on their side.

They investigate it and conclude that it needs further assistance from the developer’s side. Resolving the ticket on time is critical. To cope with the situation, the help desk team must instantly transfer the ticket to ServiceNow as an incident so that the DevOps team can start working on it.  

In most cases, transferring the ticket (along with its details) from Freshservice to ServiceNow happens manually – a direct result of the lack of Freshservice ServiceNow integration. Errors become a daily occurrence. Bottlenecks and information silos inevitably entwine with the back-and-forth circulation of faulty data. Tickets begin to pile up. Frustration among customers also increases.

When there is a proper connection between the systems, all of the above issues are instantly remediated. ZigiOps automates the Freshservice ticket logging and transformation into a ServiceNow incident. DevOps team immediately starts working on it.

The help desk team, on the other hand, is kept in constant update on the resolution’s progress. When the ticket is remediated, ZigiOps immediately notifies the Freshservice team.

Why ZigiOps?

Why choose ZigiOps for your Freshservice ServiceNow integration?

Freshservice is a modern IT service desk and asset management platform designed to simplify and centralize IT service operations. ServiceNow is a cloud-based platform that offers a wide range of IT service management (ITSM) and business process automation solutions to help organizations streamline and optimize their operations. Both systems are widely sought-after.  

Despite both ServiceNow and Freshservice being popular, in the majority of cases, there is no connection between them. This prevents the seamless exchange of accumulated data, slowing down operations and remediation of customer requests. To cope with the piling up of information, teams on both sides of the systems have to manually send data, leading to unintentional errors. Updates on the remediation progress might slow down to the point of creating chaos and exasperation. The level of customer satisfaction might significantly drop – creating a bigger issue for the business.  

When ZigiOps makes the Freshservice ServiceNow integration, none of the already mentioned problems occur. Even better, ZigiOps speeds up the work and enhances the overall performance of the two teams. Automation of tasks makes it possible for companies to save resources and cut costs.

ZigiOps is a user-friendly integration platform that requires no coding skills, making complex integrations accessible to non-technical users. It effortlessly handles intricate integration tasks with a few simple clicks, enabling real-time collaboration among IT teams and swift resolution of customer issues. When you choose ZigiOps for your Freshservice – ServiceNow integration, it ensures seamless data flow between DevOps teams, enhancing flexibility, and scalability to accommodate your organization’s evolving needs as it grows and transforms.

Why do a Freshservice ServiceNow integration?

Companies should consider opting for a Freshservice-ServiceNow integration for several compelling reasons.

Firstly, it streamlines IT service management by seamlessly connecting two robust platforms, allowing for efficient ticket routing, asset management, and workflow automation. Secondly, this integration enhances the overall user experience, providing a consistent and user-friendly interface for both IT teams and end-users.

Thirdly, it facilitates data synchronization, ensuring that IT professionals have real-time access to accurate information about assets and service requests. Fourthly, the integration fosters improved collaboration among IT teams, leading to quicker issue resolution and enhanced customer satisfaction

Fourthly, the integration fosters improved collaboration among IT teams, leading to quicker issue resolution and enhanced customer satisfaction.

Fifthly, it leverages the strengths of both Freshservice and ServiceNow, offering a comprehensive solution that caters to a wide range of IT service needs.

Lastly, it future-proofs IT operations by adapting to evolving requirements and accommodating growth seamlessly, making it a valuable investment for companies seeking efficient and adaptable IT service management.

Challenges for Freshservice and ServiceNow users

ServiceNow and Freshservice users often encounter challenges related to the complexity of their platforms, as these tools can be feature-rich but may require significant training and customization to maximize their potential.  

Additionally, managing data integrity and maintaining an accurate configuration database (CMDB) can be an ongoing struggle for users of both platforms, impacting their ability to make informed decisions and provide efficient IT services.  

Lastly, integration and interoperability with other enterprise systems and tools can present challenges, hindering seamless data exchange and workflow automation, which are crucial for optimizing IT service management processes.

Cross-team collaboration and faster resolution of end-user issues is critical and overseeing it can lead to significant disruption into the company’s working processes.

How do we solve them?

Leverage ZigiOps’ seamless integration between Freshservice and ServiceNow to establish an automated end-to-end data flow, significantly expediting issue resolution. Our user-friendly, customizable templates empower you to effortlessly configure data integration between these systems with just a few clicks. Take advantage of our wide range of predefined actions, conditions, and transformations to customize and deploy your integration in a matter of minutes.

By bridging the gap between these two platforms, you eliminate manual tasks, reduce the risk of errors, and foster seamless collaboration among your teams. Rest assured, ZigiOps does not store any of the data transferred between the connected systems, ensuring data security and compliance

Plus, ZigiOps can be tailored to fit various use case scenarios, offering the flexibility needed to meet your organization’s unique requirements.

Align and automate your IT operations and processes with our agile, no-code ZigiOps integration platform. Enhance communication across your organization’s diverse teams and departments while elevating their overall performance.

Experience the efficiency and effectiveness of ZigiOps’ integration solutions as they optimize your operations.

How beneficial is the Freshservice ServiceNow integration?

The integration of Freshservice and ServiceNow offers a multitude of benefits to organizations seeking to streamline their IT service management. Firstly, it enhances operational efficiency by automating key processes, such as ticket routing and asset management, reducing manual workloads and accelerating issue resolution. Secondly, this integration promotes consistency and transparency in data management, ensuring that IT teams have real-time access to accurate information for informed decision-making.

Thirdly, it fosters seamless collaboration among IT teams by eliminating silos and providing a unified platform for service delivery. This leads to improved productivity and customer satisfaction as issues are addressed promptly. Lastly, the Freshservice – ServiceNow integration future-proofs IT operations, adapting to evolving needs and accommodating growth seamlessly, making it a valuable investment for organizations aiming to stay agile and efficient in the ever-changing landscape of IT service management.

Concluding thoughts on the Freshservice ServiceNow integration

In conclusion, the integration of Freshservice and ServiceNow is highly beneficial for organizations looking to optimize their IT service management. It streamlines processes, enhances data accuracy, and promotes collaboration among IT teams, resulting in increased operational efficiency and improved customer satisfaction. Moreover, its adaptability ensures long-term value, making it a strategic choice for organizations aiming to stay agile in the dynamic world of IT service delivery.

• 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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