Freshservice Zendesk Integration

Exalate enables users to sync fields from Freshservice tickets (incidents and service requests), including summary, description, status, priority, urgency, attachments, notes, custom fields, custom keys, and more. Users can also sync private/internal notes both ways using the Script mode.

For Zendesk, you can sync default and custom fields, plus any other field available via REST APIs. If you don’t see the fields or entities that you need to sync, book a call with our engineers to discuss your use case.

Freshservice to Zendesk integration bridges the gap between IT service management and customer support operations. It provides real-time visibility when infrastructure issues impact customers, enables seamless escalation of customer tickets to IT teams, and automates status updates between the service desk and support agents. 

To set up a Freshservice-Zendesk integration, here are the steps to follow: 

• Install Exalate on both Freshservice and Zendesk. Visit the integrations page to find out more.
• Then, create a Script Mode connection, allowing administrators to customize the sync fully. 
• AI Assist can help with the mapping by converting your prompts into actual scripts. 
• Add triggers to control how the sync works without manual intervention. 
• Let the sync happen!

Yes, Exalate supports real-time, one-way, two-way, and multidirectional real-time syncs between Freshservice and Zendesk. You can configure data flow based on your organizational needs, whether that’s simple one-way updates or complex multi-platform workflows. Migration capabilities are also supported for transitioning existing data between systems.

You can use iPaaS solutions when you need advanced customization beyond basic ticket syncing. Native integrations work for simple field mapping, but iPaaS tools are the perfect solution when you require complex workflow automation, conditional logic, multi-system integrations, granular data control, or specific security and compliance features. If you need to link multiple tickets, transform data formats, or create sophisticated trigger conditions, iPaaS platforms like Exalate provide the flexibility that native integrations can’t match.

Yes, Exalate allows you to restrict synchronization using various criteria, including brand, group, tags, requester details, and ticket forms. You can create custom conditions using platform-native queries to control precisely which tickets trigger sync between Freshservice and Zendesk.

Yes, Exalate can link multiple Zendesk tickets to a single Freshservice incident, ideal for MSP environments managing multiple clients or partner organizations. Each organization maintains independent control over data mappings, sync conditions, and privacy settings within its own environment.

You can use Exalate’s “Bulk Connect” feature to link existing tickets between Zendesk and Freshservice. This allows you to establish connections between tickets that were created before the integration was set up, ensuring historical data relationships are maintained. You can connect tickets based on specific criteria like ticket IDs, customer information, or other matching fields.

Exalate protects the data flowing through your Freshservice to Zendesk integration using security features such as 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.

No. Each team can work within its preferred platform while staying synchronized. IT teams use Freshservice, support teams use Zendesk, and relevant information flows automatically. You maintain complete control over field mappings, sync conditions, and data privacy settings without requiring shared administrative access.

Yes, the decentralized architecture provided by Exalate allows MSPs to maintain separate client environments on Freshservice and Zendesk while coordinating IT services across multiple organizations.