Freshservice ServiceNow Integration

Exalate is a flexible integration platform that connects Freshservice and ServiceNow for real-time, bidirectional data synchronization. It lets you sync tickets, incidents, change requests, and custom fields between both platforms while each team maintains control over what data they share. Unlike template-based tools, Exalate uses a script-based engine that handles complex workflows, conditional logic, and custom field transformations. Start a 30-day free trial to test the integration in your environment.

Exalate syncs all standard and custom fields between Freshservice and ServiceNow. For Freshservice tickets (incidents and service requests), you can sync summary, description, status, priority, inline images, urgency, attachments, notes, custom fields, and custom keys. For ServiceNow, you can sync incidents, problems, change requests, and catalog tasks, including any field available via REST APIs. Custom field mapping lets you transform data formats, for example, converting Freshservice priority values to ServiceNow urgency levels. Contact our team to discuss specific field requirements for your use case.

Setting up a Freshservice ServiceNow integration takes four steps. First, register your account at exalate.app. Second, connect the two systems by creating a connection from either platform. Third, configure your sync rules using the script editor or let Aida, the AI assistant, generate scripts based on your plain-language prompts. Fourth, set up triggers that define which tickets sync automatically, such as “sync all high-priority incidents” or “sync tickets from a specific department.” Once configured, updates flow between both platforms in real time without manual intervention.

Yes, Exalate supports one-way, two-way, and selective synchronization between Freshservice and ServiceNow. Configure two-way sync to keep both platforms updated in real time, or use one-way sync to push data in a single direction. You can also set different sync rules per field, for example, syncing status updates bidirectionally while only pushing attachments from Freshservice to ServiceNow. This flexibility lets support teams and IT teams each control what information they receive without overwhelming either platform.

Yes, Exalate connects multiple ServiceNow instances to a single Freshservice instance, or vice versa. Each ServiceNow instance runs its own Exalate installation, giving teams independent control over sync rules, field mappings, and data sharing. This setup works well for MSPs managing different client environments or enterprises with ServiceNow instances across business units. Each party decides what data to share while maintaining privacy boundaries, so client A’s data never appears in client B’s system.

Exalate protects your Freshservice ServiceNow integration with enterprise-grade security. Data transfers use HTTPS with TLS 1.2 and 1.3 encryption. Authentication relies on JWT access tokens, role-based access controls, and multi-factor authentication. Exalate’s single-tenant architecture isolates your data from other customers. The platform holds ISO 27001:2022 certification and undergoes regular security audits. Review detailed security documentation in the Trust Center.

Exalate uses outcome-based pricing, meaning you pay for active items currently in sync rather than per user or per transaction. Self-serve plans start at $85/month per integration. Enterprise plans with custom item limits and priority support are available through sales. Use the pricing calculator to estimate costs for your specific scenario, or see full pricing details.

Yes, Exalate provides real-time synchronization between Freshservice and ServiceNow. When a ticket updates in Freshservice, the corresponding ServiceNow incident reflects the change within seconds. The sync queue shows all pending and completed synchronization messages, so you can monitor data flow and troubleshoot any delays. Real-time sync ensures support and IT teams always work with current information without manual refresh or scheduled batch updates.

Freshservice offers a native ServiceNow connector through its Connector Apps marketplace. It provides pre-built recipes for common workflows like ticket creation and status updates. Exalate differs by offering fully customizable scripting for complex scenarios that templates cannot handle, such as conditional field mapping, data transformations, and multi-platform connections. Exalate also supports cross-company integrations where each party controls its own sync rules independently. Choose the native connector for simple, predefined workflows. Choose Exalate when you need custom logic, advanced filtering, or connections to multiple external systems.

Exalate triggers define which Freshservice tickets sync to ServiceNow based on conditions you specify. Common trigger examples include: sync all tickets with priority value 1 (urgent), sync tickets assigned to a specific group, sync tickets with status “escalated,” or sync tickets containing a specific tag. You can combine multiple conditions using AND/OR logic. Triggers use each platform’s native query language, so Freshservice triggers use Freshservice filter syntax while ServiceNow triggers use ServiceNow query syntax. Once a ticket matches your trigger conditions, synchronization starts automatically.

Yes, Exalate supports many-to-one mapping where multiple Freshservice tickets link to a single ServiceNow incident. This helps IT teams identify patterns when similar issues flood the support queue. You configure this through sync scripts that check for existing related incidents before creating new ones. The consolidated view gives ITSM teams better context for root cause analysis while individual tickets remain trackable in Freshservice for customer communication.