Freshdesk Servicenow Integration

Exalate provides real-time, bidirectional integration between Freshdesk and ServiceNow with full control over what data is synced. Unlike basic automation tools that offer one-way triggers, Exalate syncs ticket fields, incidents, statuses, priorities, comments, attachments, and custom fields in both directions automatically. You can use the Groovy-based scripting engine for advanced customization. The AI assistant Aida helps generate sync scripts from plain language prompts, making complex integrations accessible to both technical and non-technical users.

You can sync all Freshdesk ticket fields, including summary, description, status, priority, labels, attachments, comments, notes, custom fields, and custom keys. For ServiceNow, Exalate supports incidents, problems, change requests, catalog tasks, and any other entity available via REST APIs, including all default and custom fields. The sync maintains formatting for rich text, inline images, and preserves relationships between related tickets. If you need to sync a field not listed, contact support. Most requirements can be accommodated through scripting.

Exalate uses outcome-based pricing, so you pay based on active items in sync, not per user or arbitrary connection tiers. Each integration (e.g., Freshdesk ↔ ServiceNow) requires its own plan, but you can create unlimited connections within that integration. Use the pricing calculator to estimate costs for your specific needs, or view full pricing details.

Yes, Exalate synchronizes data in real-time between Freshdesk and ServiceNow. When a ticket is created or updated in either platform, changes appear on the other side within seconds. The sync engine uses transactional queues to track events in order, ensuring data integrity even during temporary connectivity issues or system downtime. This eliminates the delays common with scheduled or polling-based integrations.

Yes, Exalate supports full bidirectional (two-way) synchronization between Freshdesk and ServiceNow. When you update a ticket in Freshdesk, the corresponding ServiceNow incident updates automatically and vice versa. You can also configure one-way sync if needed. Each side maintains independent control over what data is sent and received, so both teams can customize their sync rules without affecting the other.

Common use cases include: (1) Ticket escalation – automatically escalate complex Freshdesk tickets to ServiceNow as incidents when IT intervention is needed; (2) MSP operations – manage multiple client Freshdesk instances from a central ServiceNow system; (3) CMDB access – provide Freshdesk agents with ServiceNow asset data for better troubleshooting; (4) Status synchronization – keep ticket states aligned so both support and IT teams see real-time progress; (5) Cross-team reporting – consolidate data from both platforms for unified metrics and analytics.

Yes, Exalate allows you to map multiple related Freshdesk tickets to a single ServiceNow incident. This is useful when several customers report the same issue, and you can consolidate them into one incident to avoid duplication while maintaining individual ticket tracking for customer communication. Updates to the ServiceNow incident sync back to all linked Freshdesk tickets, keeping everyone informed of resolution progress.

Exalate protects your integration with enterprise-grade security: JWT access tokens for authentication, role-based access controls, HTTPS with TLS 1.2/1.3 encryption, and multi-factor authentication. The single-tenant architecture ensures your data is completely isolated; each instance has its own process space, file system, network, and database. Exalate is ISO 27001 certified. Review complete security documentation at the Trust Center.

Basic integrations take about 10-15 minutes to set up. Connect both platforms using Exalate’s ramp-up flow and choose your sync settings. For advanced configurations with custom field mappings, intricate workflow orchestrations, or complex escalation logic, allow 1-2 days, though Aida, the AI assistant, can generate scripts from plain language prompts to speed up the process. If you need help, managed services provide dedicated engineers for implementation.

Exalate and Zapier serve different needs. Zapier handles simple trigger-action workflows (e.g., “new Freshdesk ticket creates ServiceNow record”) but lacks true bidirectional sync i.e updates don’t flow back. Exalate provides continuous two-way synchronization with full field mapping, status alignment, and comment sync. For organizations needing ongoing data alignment between platforms rather than one-time automations, Exalate delivers the real-time bidirectional sync that workflow automation tools cannot provide.

Exalate’s unified console lets you manage all your connections and integrations from a single interface. View network visualization showing how your instances are interconnected, monitor sync queues in real-time, and access side-by-side views of script rules for both platforms. This eliminates context-switching between systems and simplifies administration for complex multi-node setups where you might have multiple Freshdesk instances syncing with ServiceNow.