We’re excited to announce the Exalate Connector for Freshservice!
Our latest connector will foster collaborations between service, ops, engineering, and development teams. Any team that works with Freshservice can use this connector to synchronize with work management systems and ITSM solutions.
Why Exalate for Freshservice?
When two teams collaborate, things don’t always go as planned. Misaligned communication, manual updates, inaccurate data, SLA breaches, and angry customers.
With Exalate for Freshservice, teams can automate and expedite ticket escalation between Freshservice and Jira, as well as systems such as Freshdesk, Salesforce, ServiceNow, Zendesk, and others.
Your team will no longer have to deal with context switching between platforms in order to obtain necessary updates and important business data.
To add, all updates will happen automatically with high accuracy and in real-time.
For organizations with service delivery staff that need to closely collaborate with developers, outsourced service desks, and external teams, this connector will guarantee seamless ticket escalation and faster resolution.
Key Features of Exalate for Freshservice
- Free Basic Mode for simple scripts and testing things out.
- Custom Groovy scripts for your specific advanced use cases. Now, works with AI Assist for automatic script generation.
- Support syncing multiple Freshservice ticket fields: summary, description, status, priority, attachments, comments, and custom fields.
- One-way or two-way sync in real time, based on the level of access you want to allow.
- Data transformation and rich-text formatting for text fields on both platforms in sync.
- Event-based triggers to automate the sync from your end.
Key Freshservice Integration Use Cases
- Better ITSM delivery: Teams can integrate Freshservice with ServiceNow and other ITSM solutions in order to improve service delivery from outsourcing partners. Agents will have more visibility and avenues to share data back and forth. This is also perfect for internal requests and service management.
- Automated ticket escalation: Freshservice teams can automatically escalate incidents to ServiceNow across all levels of support (L1, L2, L3, etc.) and ensure that developers receive instant updates in Jira.
- SLA alignment: Sales teams can forward SLA details from Salesforce to give the service team on Freshservice better visibility.
- Optimized collaborations: Managed service providers (MSPs) can automate the escalation process to ensure that incoming Freshservice tickets are routed to the correct team or group in a timely manner.
- Enhanced customer experience: Agents can mark a ticket as urgent to push it up the priority scale. This will synchronize the relevant customer details and interactions with the responsible team, conveying the same level of urgency.
Bridge the Gap With Exalate for Freshservice
Exalate for Freshservice can be a good choice for connecting your internal and external ITSM teams. You can get more flexibility for various use cases to ensure smooth handovers and incident resolution.
IT and service management teams can use Exalate to automate syncs and escalate tickets more efficiently in order to improve the speed and quality of service delivery.
Reach out to us if you want to know more about how Exalate for Freshservice can help automate your ITSM workflows across multiple tools.