Freshservice Release Notes December '15

Hi. I'm sorry to have lagged in getting you these updates. Here's what we've done in the past few months.

1. In addition to the existing AWS integration, that lets you see your cloud assets in the Freshservice CMDB, now you can also monitor and manage those assets with the AWS CloudWatch integration.

a. You can convert alarms from AWS Cloudwatch to Freshservice tickets.

b. Notifications added to the alarm will be updated to the ticket as a note, avoiding creation of multiple tickets for a single alarm. Agents will have the option to disable (‘Snooze’) or enable (‘Resume’) notifications for active alerts.

2. The new Pagerduty integration enables IT/Ops teams to resolve critical incidents effectively and maintain system reliability, by managing incidents from different sources at one place.

a. You can either push critical incidents in Freshservice to Pagerduty or pull Pagerduty incidents into Freshservice and manage them in Freshservice.

b. The incidents will be synced at both places. If the status is updated or a note is added in Freshservice, it will reflect on the corresponding Pagerduty incident and vice versa.

c. Since Pagerduty incidents can now be pulled into Freshservice, you can link them to problems, changes, assets and releases in Freshservice.