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Freshservice ServiceNow Integration

Streamline service delivery by connecting Freshservice and ServiceNow in real time. Reduce the time needed to get updates and break down silos.

Sync Freshservice tickets (incidents and service requests) with ServiceNow entities like incidents, change requests, problems, and more.

Start for free, install Exalate on both tools:

Sync urgency, state,
 sys id, caller, category...

sync summary, description,
comments...

sync attachments, comments, custom fields...

Sync summary, description, labels...

Sync status, priority, attachments,

Sync phone, notes, custom fields, custom keys...

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Freshservice ServiceNow Sync: Your Single Source of Truth

Stay Updated Without Context Switching

Keep your ITSM and customer support aligned with a decentralized, customizable Freshservice to ServiceNow integration.

Empower every team to work with the tools they trust and the data they need—no context switching required. Seamlessly bridge your systems to maintain efficiency and collaboration across platforms.

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Break down information silos and improve reporting accuracy.

Track ticket progress and updates across all levels of support.

Convert ServiceNow incidents to Freshservice tickets instantly.

Automate syncs to eliminate handovers and boost efficiency.

Work with real-time one-way or two-way syncs between both systems.

Broaden your context by syncing multiple Freshservice tickets to a single ServiceNow incident.

ServiceNow to Freshservice: Service Delivery With Confidence

Script and map default or custom fields between Freshservice and ServiceNow. Retain flexibility, customizability, and complete control over what gets synced between both platforms. Safeguard sensitive customer data and prioritize compliance.

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Freshservice

Tickets

All fields are supported, including:

  • Custom fields
  • Custom keys
  • Summary
  • Description
  • Status
  • Attachment
  • Label
  • Priority
  • Notes
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ServiceNow

Incidents

All fields are supported, including:

  • Custom fields
  • Short description
  • Description
  • Assigned to
  • Assignment group
  • Priority
  • Urgency
  • State
  • Work notes

Problems

All fields are supported, including:

  • Problem statement
  • Description
  • Assigned to
  • Priority
  • Urgency
  • Impact
  • State

Change Requests

All fields are supported, incuding:

  • Short description
  • Description
  • Assigned to
  • State
  • Type
  • Impact
  • Risk
  • Requested by

Sync any Servicenow Entity

Sync all ServiceNow entities available via REST APIs.


Simply look for the field names in ServiceNow tables, choose what you want to sync, and add it to your script. 

Check the full list of supported fields for Freshservice and Servicenow

Satisfy Customers With Unmatched Service Delivery

Get started with a consistent experience from either Freshservice or ServiceNow. Configure your connection to share data either in one direction or both ways. Push data and updates back and forth or in only one direction to keep both platforms fully aligned.

Get rid of human intervention to ensure smooth and accurate data flow. Automate your integration with platform-native filters and search syntax. Set synchronization triggers based on specific conditions or real-time events. 

Use Bulk Connect to quickly link existing tickets or fields between ServiceNow and Freshservice. Leverage Bulk Exalate to sync entities and tickets that share similar trigger conditions automatically. Gain more time by syncing tickets and entities in bulk when handling large volumes of data.

Gain absolute control over every detail in your sync, from consistent text formatting for notes and descriptions to fine-tuned mappings for specific use cases. Use the Groovy-based engine to implement advanced sync rules for seamless, precise automation across platforms.

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.

Enhanced Scalability

Maximize the capacity for both systems to handle growing ticket volumes and requests. Kick things off with pre-configured connections, then scale to complex workflows effortlessly with script-based connections. Maintain steady growth as more data flows through the synchronization ecosystem.

Top-notch Security

Isolate your system under Exalate’s distributed infrastructure. Protect your ServiceNow to Freshservice integration with our single-tenant architecture and advanced endpoint detection. Scale with loosely coupled systems and airtight security features backed by ISO 27001 certification.

Simple to Advanced Freshservice ServiceNow Integration Use Cases

Work with simple integration templates. Or, completely customize your sync. 

Escalate Freshservice Ticket as a ServiceNow Incident

Automatically escalate incidents and requests from Freshservice to ServiceNow for IT specialists when more complex issues arise. Keep teams on both platforms updated so support and IT can collaborate in real time. 

Manage and Configure Assets between Freshservice and ServiceNow

Share asset details from ServiceNow’s Configuration Management Database (CMDB) with Freshservice agents. Give the service team more context about the user’s environment to help them diagnose issues faster and more accurately. 

Sync Ticket Status with Entity State

When the status of a Freshservice ticket changes, it will reflect in the corresponding ServiceNow state. This ensures smooth coordination between support workflows and IT service management by syncing updates and keeping teams in the loop.

Manage Incidents and Problems

Automatically categorize incidents in Freshservice based on ServiceNow data for consistent classification and reporting. Link Freshservice tickets with ServiceNow asset management. Sync problem records between Freshservice and ServiceNow to help IT teams identify and resolve recurring issues.

Manage Service Requests and Changes

Speed up the escalation pipeline by instantly forwarding service requests created by customers in Freshservice to support staff using ServiceNow. Sync change requests between both platforms to streamline ITIL-compliant change management processes.

Map Multiple Related Freshservice Tickets to a Single ServiceNow Incident

Unify incident management across teams by mapping multiple Freshservice tickets to a single ServiceNow incident. Provide additional context for the ITSM team working with the MSP or clients. Get timely updates about the bug or incident on your end.

Configure ITSM Integration Between Teams

Set up an integration between Freshservice and ServiceNow to streamline IT service management workflows. Sync high-priority incidents and service requests automatically, ensuring both teams have access to critical information about issues. Update statuses and resolutions in real-time between teams working on the same project. 

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Priority Support

Get the best assistance from technical support managers and engineers. Go at your own pace or lay back while we do most of the work for you.

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FAQ

Answers to the most frequently asked questions

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.

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, discuss your use case with us and explore all the possibilities.

To set up a Freshservice-ServiceNow integration, first install Exalate on both systems. Then, create a Script Mode connection, allowing administrators to customize the sync fully. AI Assist can help with the initial mapping by converting your prompts into actual scripts. Add triggers to control how the sync works without manual intervention. Afterward, link Freshservice ticket fields with other ServiceNow entities.

Yes, you can configure either one-way or two-way synchronization based on your requirements, giving you flexibility in how data flows between Freshservice and ServiceNow.

Yes, Freshservice integration with ServiceNow is definitely possible. Exalate enables you to sync both default and custom fields between the two platforms. Admins can control what data is shared or kept private in your Freshservice-ServiceNow sync, ensuring the integration meets your specific needs.

Yes, Exalate supports Freshservice Freshdesk integration. If you want complete control over the ITSM framework under the Freshworks umbrella, then this option is the best for you. Exalate slightly edges out the native integrations available because it provides customization options for advanced sync scenarios.

Yes, Exalate can integrate multiple ServiceNow instances with Freshservice. This is the perfect MSP setup that features multiple clients or partners. Each team manages data flow and sync in their own environment, while maintaining complete control over mappings, conditions, and data privacy.

Exalate protects the data flowing through your Freshservice 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.