Freshdesk

Integrate Freshdesk with the rest of your software tools to improve cross-team collaboration and accelerate issue resolutions through smart workflow automation

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Challenges for Freshdesk users

Freshdesk is a cloud-based customer service software that allows omnichannel support. It is a powerful tool that helps companies proactively understand customer needs. However, organizations often use more than one tool in different teams. When information, like critical issues and tickets, is transferred manually between systems, there is a huge chance for errors and delays.

You can use an integration platform to connect Freshdesk with your other tools and avoid problems coming from manual data transfer.

How do we solve them?

With ZigiOps you can set up bi-directional integrations between Freshdesk and some of the most popular enterprise tools, such as Jira, BMC Remedy, Azure DevOps, and more. You need no coding or API knowledge as the integration platform is no-code and offers out-of-the-box templates that you can deploy in minutes. Improve service delivery and optimize your processes in a few simple steps.

Popular Use Cases

The help desk team receives a new ticket in Freshdesk. They check the issue and find out that it is coming from a software bug. Тhey need to open Jira and log it there for the development team to handle.

With ZigiOps, everything is automated. The integration platform extracts all the data from the Freshdesk ticket and logs it in Jira instantly. The service desk team does not need to do any manual work, and the DevOps team gets the necessary details in real time.

ZigiOps synchronizes all log files, comments, notes, traces, or other attachments. The integration is bi-directional, so all data is updated instantly in both directions – if there are changes in the Freshdesk ticket, ZigiOps updates the Jira issue, and vice versa.

This integration helps you eliminate communication bottlenecks and silos, speed up issue resolutions and boost customer satisfaction.

Freshdesk – OpsBridge integration

With ZigiOps, you can easily sync ITSM and ITOM by connecting Freshdesk and OpsBridge Manager (OBM).

When OBM receives a new event in its event browser, ZigiOps will create a new ticket in Freshdesk, with all the relevant OBM event details. The ticket number will be returned to the OBM event as an external ID.

The integration is bi-directional and syncs any updates, too. When there are changes in the OBM event, ZigiOps reports them to the related Freshdesk ticket. If the Freshdesk ticket itself is updated, the integration platform automatically logs the update in the related event in OBM.

The integration includes lifecycle synchronization, regular fields, custom attributes, notes, attachments, assigned agents and contacts, and more.

Jira Freshdesk Integration

The help desk team receives a new ticket in Freshdesk. They check the issue and find out that it is coming from a software bug. Тhey need to open Jira and log it there for the development team to handle.

With ZigiOps, everything is automated. The integration platform extracts all the data from the Freshdesk ticket and logs it in Jira instantly. The service desk team does not need to do any manual work, and the DevOps team gets the necessary details in real time.

ZigiOps synchronizes all log files, comments, notes, traces, or other attachments. The integration is bi-directional, so all data is updated instantly in both directions – if there are changes in the Freshdesk ticket, ZigiOps updates the Jira issue, and vice versa.

This integration helps you eliminate communication bottlenecks and silos, speed up issue resolutions and boost customer satisfaction.

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