Freshservice Freshservice Integration

Exalate handles all default and custom fields between Freshservice instances. That includes summary, description, status, priority, urgency, attachments, notes, labels, and comments. Anything accessible through the Freshservice REST API is fair game. Common ticket types that sync include incidents, service requests, and changes. If you need a specific field mapping or custom entity configured, Exalate’s engineers can set that up through their managed services.

It connects IT teams working in separate Freshservice environments so they can resolve issues faster. Real-time sync means both sides see ticket updates the moment they happen, no more copying data manually or toggling between instances. Each team gets full incident context automatically, which cuts down resolution times and improves coordination. It’s especially useful for organizations with distributed IT departments, MSPs, or companies collaborating with external partners.

Sign up at exalate.app, then connect both Freshservice instances. Set your sync rules using Aida (the AI assistant) to generate scripts based on what you need, or write custom rules yourself. Add triggers to automate when and how tickets sync. Once that’s done, data flows between both instances automatically and in real time.

Yes. Exalate supports one-way, two-way, and multi-directional real-time synchronization between Freshservice instances. You set the sync direction based on your workflow. One-way pushes data in a single direction; two-way keeps both instances updated automatically. You can also run migration workflows if you need to move historical data between instances. All of it happens in real time, and you have full control over which fields and tickets sync.

Yes. You can link multiple incidents from one Freshservice instance to a single incident in another. This is great for MSP setups or any scenario where several related tickets need to roll up into one consolidated view. Each organization keeps independent control over their sync rules, field mappings, and data privacy, so there’s no risk of data leaking between clients or departments.

Exalate uses enterprise-grade security, including JWT access tokens, role-based access controls, HTTPS with TLS 1.2 and 1.3, and multi-factor authentication. Data is encrypted both in transit and at rest. Exalate is ISO 27001:2022 certified and maintains a single-tenant architecture, meaning your data never mixes with other organizations. For detailed security documentation and compliance certifications, visit our Trust Center.

Native options within Freshservice are limited when it comes to syncing between two separate instances. They generally don’t support true bidirectional sync where changes automatically flow both ways, can’t consolidate multiple incidents into one, and lack the conditional logic or custom field transformations you’d need for complex workflows. If you’re running an MSP environment, managing multiple client instances, or need advanced customization, a dedicated tool like Exalate gives you significantly more flexibility.

Absolutely. Exalate supports full custom field mapping between Freshservice instances. That covers dropdown menus, text fields, checkboxes, date fields, and anything available through the REST API. Aida (the AI assistant) can help configure field transformations automatically, or you can write custom scripts for more complex mappings. This includes handling different field types, data transformations, and conditional mappings based on ticket properties.

Exalate uses outcome-based pricing, where you pay for active sync pairs (items currently being synced) rather than per transaction or user. Plans include Starter, Pro, and Enterprise tiers based on the number of active items in sync. Each integration (like Freshdesk to Freshservice) requires its own plan. You can estimate costs using our pricing calculator. Start with a 30-day free trial to test the integration before committing. For detailed pricing information, visit our pricing page.

Yes, Exalate is built for MSP environments and supports multi-tenant setups. You can connect multiple Freshservice instances, each representing a different client, while keeping data fully isolated between them. Central teams get unified visibility, but each client’s data stays completely separate. It’s a solid fit for managed service providers who need to sync IT service management across client organizations without compromising privacy or losing control over individual sync configurations.

Yes. Exalate supports advanced conditional logic so you can be selective about what syncs and when. For instance, you could set it to only sync incidents with “High” or “Urgent” priority, or trigger a sync only when the status changes to “Escalated.” You control when syncs start, how field mappings behave under different conditions, and which custom workflows apply to specific scenarios. This keeps data flow focused on what actually matters and avoids unnecessary noise.