Freshservice Azure DevOps Integration

Exalate syncs all standard and custom fields between Freshservice tickets and Azure DevOps work items. For Freshservice, this includes summary, description, status, priority, urgency, attachments, notes, custom fields, and custom keys. For Azure DevOps, you can sync bugs, user stories, epics, tasks, features, and any field available through REST APIs. If your required fields or entities are not listed, contact our team to discuss your specific use case.

Yes, Exalate supports parent/child and related link relationships between Freshservice tickets and Azure DevOps work items. You can maintain hierarchical structures, such as linking a parent Freshservice incident to multiple child Azure DevOps tasks. Related links between tickets and work items preserve complex relationship mappings across both platforms, which is essential for managing large projects with interconnected dependencies.

Integrating Freshservice with Azure DevOps connects IT support and development teams so incidents, service requests, and changes sync automatically with work items. This eliminates manual data entry, reduces context switching, and accelerates resolution times. Support agents can track development progress without leaving Freshservice, while developers get full ticket context in Azure DevOps.

To integrate Freshservice with Azure DevOps using Exalate, start by registering your account at exalate.app. Then connect both systems and configure your sync rules to control which data flows between platforms. Set up triggers to automate when tickets and work items sync based on specific conditions. Use Aida, the AI assistant, to generate sync scripts from simple prompts, speeding up configuration. Map Freshservice ticket fields to Azure DevOps entities like tasks, bugs, or epics to keep both platforms aligned.

Yes, Exalate supports both one-way and two-way sync in real time. You can configure data to flow in one direction only, such as creating Azure DevOps work items from Freshservice incidents, or enable bidirectional sync where updates in either system reflect instantly on the other side. This flexibility lets you match the integration to your specific workflow requirements.

Yes, Freshservice integration with Azure DevOps is fully supported with Exalate. You can sync default and custom fields between both platforms while maintaining complete control over what data is shared or kept private. Admins on each side manage their own sync rules independently, ensuring the integration meets your security and workflow requirements. Start with a 30-day free trial to test the integration with your setup.

Yes, Exalate supports Freshservice to Freshdesk integration for organizations managing both platforms under the Freshworks umbrella. Unlike native integrations, Exalate provides advanced customization options for complex sync scenarios. You can also connect Freshservice with Jira, Salesforce, GitHub, ServiceNow, Zendesk, and other platforms using the same unified console.

Yes, Exalate can link multiple Freshservice tickets to a single Azure DevOps epic, bug, or user story. This is ideal for MSP environments or teams managing multiple clients where several related incidents need to be tracked under one development work item. Each team maintains control over its mappings, conditions, and data privacy from its own environment.

Yes, you can connect multiple Azure DevOps organizations or projects to a single Freshservice account. Set up separate connections for each Azure DevOps project, allowing you to route different ticket types to specific development teams. The unified console provides visibility across all your connections, making it easy to manage multi-project integrations from one place.

Exalate protects the data flowing through your Freshservice integration with enterprise-grade security, which features a distributed architecture and a single-tenant setup. Other security features include JWT access tokens, role-based access controls, HTTP (HTTPS), TLS 1.2 and 1.3, and multi-factor authentication. It is also ISO27001:2022 certified. You can find out more about it in the Trust Center.

Exalate uses outcome-based pricing where you pay for active items in sync, not per user or transaction volume. Each integration between two platforms requires its own plan. Plans include Starter, Scale, Pro, and Enterprise tiers with different feature sets and sync capacities. Use the pricing calculator to estimate costs for your use case, or visit the pricing page for detailed plan comparisons.

Native Freshservice apps and marketplace connectors typically offer basic linking and notification features with limited customization. Exalate provides full scripting control with Groovy, bidirectional real-time sync, custom field mapping, and automated triggers using platform-native query languages like WIQL. Each side maintains independent control over sync rules, which is essential for cross-company integrations where both parties need autonomy over their data.

Yes, Exalate supports automated ticket creation in both directions. When a work item is created or updated in Azure DevOps meeting your trigger conditions, Exalate can automatically create a corresponding Freshservice ticket with mapped fields. You can use WIQL queries in Azure DevOps to define exactly which work items trigger the sync, such as bugs with high priority or features assigned to specific teams.

Yes, Exalate can sync Azure DevOps area paths and iteration cycles with Freshservice custom fields. This requires configuration through the scripting console where you can map these complex data types to appropriate Freshservice fields. Aida can help generate the necessary scripts based on your specific mapping requirements.

Basic integrations can be configured in under an hour using Aida to generate sync scripts from simple prompts. More complex integrations with custom field mappings, multi-directional syncs, or specific business logic may take a few hours to configure and test. For enterprise deployments or advanced use cases, managed services are available where experienced engineers handle the complete setup for you.

Yes, Exalate can sync Freshservice change requests with Azure DevOps work items. When developers merge code or complete features in Azure DevOps, linked change requests in Freshservice can update automatically. This helps IT teams maintain ITIL-compliant change management processes while keeping development and operations workflows connected in real time.

Zapier and Workato are iPaaS platforms designed for general automation across many apps. Exalate specializes in deep, bidirectional sync between work management and ITSM tools. Unlike iPaaS solutions that rely on triggers and simple field mapping, Exalate provides full scripting control, real-time sync, and autonomous configuration for each side of the integration. This makes Exalate better suited for complex, ongoing sync scenarios where both teams need independent control.