two-way sync
Freshdesk Servicenow Integration
Unify service delivery with customer support. Use automatic updates to get real-time, multi-directional synchronization between platforms.
Sync fields from ServiceNow entities with Freshdesk tickets to improve productivity and customer satisfaction.
Start for free, install Exalate on both tools:
Sync opportunity, case, task, account...
sync product, owner, status, number, priotity...
sync contact details, internal comments...
Sync summary, description, labels...
Sync status, priority, attachments,
Sync phone, notes, custom fields, custom keys...
Over a Decade of Experience
Freshdesk ServiceNow Sync: Stay Updated Without Context Switching
Maintain ITSM alignment with customer support using custom Freshdesk to ServiceNow integration solutions. Smoothen all pipelines and workflows in order to guarantee higher retention and productivity.
Automate syncs to eliminate handovers and improve efficiency.
Convert ServiceNow entities to Freshdesk tickets instantly.
Work with one-way or two-way Freshdesk to ServiceNow sync.
Broaden your context by syncing multiple Freshdesk tickets to a single ServiceNow entity.
Break down information silos and improve reporting accuracy.
Keep an eye on ticket progress and updates across all levels of support.
ServiceNow to Freshdesk: Sync With Confidence
Opt for unidirectional or bidirectional entity and field mapping. Sync every default or custom field within Freshdesk with full flexibility.
Maintain complete autonomy and control over what is synced between both platforms. Prioritize compliance and keep sensitive data private.
Check the full list of supported fields for Freshdesk and Servicenow
“
We can now handle around 500 customer incidents per week, thanks to Exalate, which is a very good result regarding the number of products we’re dealing with. It synchronizes 45x faster than our previous solution.
Christof Cuyper |
One-way or Two-way Sync
Get started with a consistent experience from either Freshdesk or ServiceNow. Configure your connection to share data either in one direction or to go both ways.
Automated Syncs
Automate the integration with platform-native filters and search syntax to trigger the synchronization. Use our AI-powered solution to speed up entity mapping and scripting.
Bulk Operations
Speed up connections by syncing tickets and entities in bulk. Connect existing tickets or fields using Bulk Connect. Work with Bulk Exalate to sync entities and tickets with similar trigger conditions automatically.
Fully Customizable Sync
Explore a wide range of Freshdesk and ServiceNow sync possibilities from simple to advanced use cases. Prompt your desired integration and watch AI write the code. Or, use the Groovy-based engine to customize data mappings and conditional logic.
Decentralized Integration
Tweak and adjust the sync however you want on your end without worrying about disrupting things on the other side. Take over the reins of the integration to guarantee the privacy of sensitive data.
Inifinite Scalability
Extend the sync capacity to accommodate increasing ticket volumes and customer requests. Start with pre-configured connections, then scale effortlessly with script-based connections.
Reliable Security
Protect your ServiceNow to Freshdesk integration with our single-tenant architecture and advanced endpoint detection. Receive timely assistance from the best support technicians in the business.
“
The advantage of Exalate’s decentralized architecture is that it’s not like a new learning curve for the customers to get into a new platform and figure out how they need to operate. They can just operate as they normally do, and that makes a huge impact on the overall outcome of security incidents.
Alexander Sinno |
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Simple to Advanced Freshdesk ServiceNow Integration Use Cases
Start your ServiceNow Freshdesk integration journey with simple, predefined templates. Scale effortlessly as your use case grows.
Sync Any Data, Your Way
Sync new or existing Freshdesk tickets with ServiceNow entities with full independent control. Set up one-way or two-way syncs for statuses, priorities, attachments, labels, notes, and more.
Start for free, install Exalate on both tools:
Escalate Freshdesk Ticket as a ServiceNow Incident
Automatically escalate complex customer issues from Freshdesk to ServiceNow when IT intervention is needed. Keep both platforms updated so support agents and IT teams can collaborate in real time.
Sync Ticket Status with Entity State
Orchestrate the sync between support workflows and IT service management. When the status of the Freshdesk ticket is updated, it should be reflected as the corresponding ServiceNow state to give the team context about progress updates.
Manage and Configure Assets between Freshdesk and ServiceNow
Provide Freshdesk agents with access to ServiceNow’s Configuration Management Database (CMDB) to view asset details. Help agents troubleshoot more effectively with context about the user’s environment.
Enhance Visibility and Reporting with Real-time Data Sync
Track key metrics like resolution times and service performance across platforms. Use ServiceNow’s reporting to analyze Freshdesk data for better decision-making and continuous service improvement.
Manage Service Requests
When a customer requests access to software or hardware in Freshdesk, trigger a service request in ServiceNow. Sync status updates and resolutions across both platforms to ensure visibility.
Map Multiple Related Freshdesk Tickets to a Single ServiceNow Incident
Map multiple related Freshdesk tickets to a single ServiceNow incident to provide additional context for the ITSM team. Get timely updates about the bug or incident.
You can sync multiple Freshdesk ticket fields like summary, description, attachments, labels, priorities, statuses, custom fields, and custom keys. For ServiceNow, you can sync default and custom fields, plus any other field available via REST APIs. The most commonly synced entities are incidents, problems, change requests, and catalog tasks. If you don’t see the fields or entities that you need to sync, please let us know.
You can use Exalate’s no-code Basic mode for simple scenarios and sync up to 1000 entities per month for free. For the advanced Script mode, you need to buy the premium plan after a free 30-day trial. You can start your installation from the integrations page.
Yes, you can install Exalate for Freshdesk and ServiceNow on Docker and set up private connections for instances behind firewalls.
Exalate protects the data flowing through your ServiceNow integration with Freshdesk using JWT access tokens, role-based access controls, HTTP (HTTPs), TLS 1.2 and 1.3, and multi-factor authentication. It is also ISO 27001 certified. You can find out more about it from the security whitepaper.
We offer both Standard and Premier Support options. Premier Support gives you a dedicated support engineer, assistance with configurations, enhanced SLAs, and more. We also provide a specialized Exalate for Service Providers package to help you connect seamlessly with service providers and build a strong collaboration network.
Yes, you can use Exalate to map multiple related Freshdesk tickets to a single ServiceNow entity. This situation is helpful when customers raise tickets relating to the same incident or feature. In this case, you can map these Freshdesk tickets to a single ServiceNow incident to avoid duplication and confusion.
