Freshservice to ServiceNow integration | ZigiOps no-code platform

Introduction

Efficient IT service management (ITSM) stands as a cornerstone for businesses striving to maintain operational fluidity and exceed customer expectations. However, the challenge lies in seamlessly managing IT service requests and incidents across disparate platforms such as Freshservice and ServiceNow.

In this comprehensive guide, we'll explore the practicalities of integrating Freshservice with ServiceNow bi-directionally. This integration goes beyond conventional approaches, facilitating fluid communication and data synchronization in both directions. Let's delve into the tangible benefits, common hurdles, essential features, setup intricacies, and best practices associated with this transformative endeavor.

ServiceNow overview

ServiceNow is a leading IT Service Management (ITSM) platform known for its centralized approach and extensive integration capabilities. Companies integrate ServiceNow to:

• Streamline IT operations
• Enhance service delivery
• Establish a unified ITSM framework
• Improve visibility and control
• Deliver exceptional service experiences to end-users

Freshservice overview

Freshservice is a modern IT service desk and asset management solution designed for simplicity and efficiency. Companies integrate Freshservice to:

• Simplify IT service delivery
• Elevate user experiences
• Foster proactive problem management

• Drive operational efficiency
• Consolidate IT service management processes into a unified platform

Challenges companies seek to resolve with the Freshservice to ServiceNow integration?

Companies seek to address several challenges with the Freshservice to ServiceNow integration:

1. Data Silos: Integration resolves issues arising from isolated data in Freshservice and ServiceNow, ensuring a cohesive flow of information and reducing data silos.

2. Inefficient Workflows: The integration streamlines workflows, eliminating manual processes and reducing delays, resulting in more efficient IT service management.

3. Limited Visibility: Integrating Freshservice with ServiceNow enhances visibility into IT service requests, incidents, and assets, enabling better decision-making and problem resolution.

4. Service Quality: By consolidating IT service management processes, companies aim to enhance the quality of services provided, leading to improved customer and end-user satisfaction.

5. Collaboration Gaps: The integration bridges collaboration gaps between IT teams by facilitating real-time communication and ensuring consistent information across platforms.

6. Compliance and Governance: Organizations address compliance and governance challenges by centralizing data and processes, making it easier to adhere to regulatory standards and internal policies.

7. Manual Errors: Automation introduced through the integration reduces the risk of manual errors, ensuring accuracy in incident management and other IT processes.

8. Scaling IT Operations: As businesses grow, the integration supports scalability, allowing companies to efficiently manage increasing IT service demands without compromising performance.

Freshservice to ServiceNow integration benefits

Integrating Freshservice with ServiceNow can offer several benefits, enhancing the overall efficiency and effectiveness of IT service management processes. Here are some of the key benefits:

1. Streamlined ITSM Processes: Integration between Freshservice and ServiceNow allows for seamless data flow between the two platforms, streamlining IT service management processes. This streamlining can reduce manual efforts, minimize errors, and improve overall productivity.

2. Enhanced Ticket Management: By integrating Freshservice with ServiceNow, organizations can centralize ticket management, ensuring that all tickets are efficiently tracked, prioritized, and resolved. This helps in improving response times, resolving issues faster, and ultimately enhancing customer satisfaction.

3. Improved Collaboration: Integration facilitates better collaboration among IT teams by enabling them to work together on incidents, problems, and changes regardless of the platform they are using. This ensures smoother communication and coordination, leading to quicker problem resolution and reduced downtime.

4. Data Synchronization: Integration ensures that data such as user information, asset details, and ticket updates are synchronized between Freshservice and ServiceNow in real-time. This synchronization helps in maintaining data accuracy and consistency across both platforms.

5. Access to Advanced Features: By integrating Freshservice with ServiceNow, organizations can leverage the advanced features and capabilities offered by both platforms. For example, they can use Freshservice's user-friendly interface for end-user interactions while utilizing ServiceNow's robust reporting and analytics tools for deeper insights into IT service performance.

6. Cost Optimization: Integration can help in optimizing costs by eliminating the need for duplicate data entry and reducing manual efforts associated with managing IT service requests and incidents across multiple platforms. This can result in significant time and cost savings for the organization.

7. Scalability: As organizations grow, the integrated solution can easily scale to accommodate increasing IT service management needs. This scalability ensures that the IT infrastructure can adapt to changing requirements and support the organization's growth without compromising efficiency or performance.

Overall, integrating Freshservice with ServiceNow offers numerous benefits, ranging from streamlined ITSM processes and improved collaboration to enhanced data synchronization and cost optimization. These benefits contribute to better IT service delivery, increased productivity, and higher levels of customer satisfaction.

Choosing the right tool for the Freshservice to ServiceNow integration

Choosing the right tool for integrating Freshservice with ServiceNow involves several considerations to ensure seamless data exchange and efficient IT service management processes. Here's a step-by-step guide to help you make the right decision:

1. Assess Integration Requirements: Begin by identifying your organization's specific integration requirements. Consider factors such as the type and volume of data to be transferred between Freshservice and ServiceNow, integration frequency, and any unique customization needs.

2. Evaluate Integration Solutions: Research and evaluate different integration solutions available in the market. Look for tools specifically designed for integrating Freshservice with ServiceNow or those with robust capabilities for integrating various IT service management platforms.

3. Compatibility and Support: Ensure that the integration tool you choose is compatible with the versions of Freshservice and ServiceNow you are using. Additionally, check for ongoing support and updates provided by the integration solution provider to address any compatibility issues or future enhancements.

4. Ease of Use: Choose an integration tool that offers a user-friendly interface and intuitive setup process. Consider whether the tool provides pre-built integration templates or workflows to streamline the configuration and deployment process.

5. Customization Options: Assess the customization options available with the integration tool. Determine whether it allows you to tailor the integration to meet your organization's specific requirements, such as mapping custom fields, defining data transformation rules, or configuring workflow automation.

6. Scalability and Performance: Consider the scalability and performance capabilities of the integration tool, especially if your organization anticipates growing data volumes or expanding IT service management needs in the future. Ensure that the tool can handle increased integration loads without compromising performance or reliability.

7. Security and Compliance: Prioritize security and compliance considerations when selecting an integration tool. Ensure that the tool adheres to industry-standard security protocols and data encryption practices to protect sensitive information exchanged between Freshservice and ServiceNow.

8. Cost Considerations: Evaluate the cost of the integration tool, including upfront licensing fees, implementation costs, and ongoing maintenance expenses. Compare pricing models and consider factors such as the total cost of ownership, return on investment, and potential cost savings from improved efficiency.

9. Vendor Reputation and Reviews: Research the reputation and track record of the integration tool vendor. Look for customer reviews, case studies, and testimonials to gauge user satisfaction and the vendor's ability to deliver reliable integration solutions.

10. Trial and Testing: Before making a final decision, consider conducting a trial or proof-of-concept to test the integration tool in a real-world environment. Evaluate its performance, reliability, and ease of use based on your organization's specific use cases and integration requirements.

By carefully evaluating these factors and selecting the right integration tool, you can ensure a smooth and successful integration between Freshservice and ServiceNow, enabling efficient IT service management processes and enhanced collaboration across your organization.

Freshservice to ServiceNow integration using ZigiOps

Utilizing a no-code integration tool like ZigiOps for the Freshservice to ServiceNow integration offers several compelling advantages:

1. Ease of Use: No-code integration tools do not require coding knowledge, making them accessible to a broader range of users within the organization. This ease of use streamlines the integration process and reduces dependency on technical expertise, allowing teams to implement and manage integrations efficiently.

2. Rapid Deployment: With pre-built connectors and intuitive interface, no-code integration tools enable rapid deployment of integrations. This means organizations can quickly establish connectivity between Freshservice and ServiceNow without extensive development or configuration efforts, accelerating time-to-value.

3. Flexibility and Scalability: No-code integration platforms offer flexibility to adapt to evolving business requirements and scale as needed. Users can easily customize integrations, modify workflows, and add new connections without extensive development cycles, ensuring agility and responsiveness to changing needs.

4. Reduced Costs: By eliminating the need for custom development and minimizing reliance on IT resources, no-code integration tools help reduce integration costs. Organizations can achieve their integration goals more cost-effectively, maximizing ROI and optimizing budget allocation.

5. Risk Mitigation: No-code integration tools often come with built-in monitoring, error handling, and security features, reducing the risk of integration failures, data breaches, and compliance violations. This ensures the reliability, integrity, and security of data exchanged between Freshservice and ServiceNow.

6. Empowerment of Citizen Integrators: No-code integration tools empower non-technical users, often referred to as citizen integrators, to create and manage integrations independently. This democratization of integration capabilities fosters innovation, collaboration, and agility across the organization, driving digital transformation initiatives forward.

In summary, leveraging a no-code integration tool like ZigiOps for the Freshservice to ServiceNow integration enables organizations to achieve seamless connectivity, agility, and cost-efficiency while empowering users to drive integration initiatives without the need for extensive technical expertise.

Freshservice to ServiceNow integration – common use case scenario

The primary motivation for integrating Freshservice with ServiceNow is to seamlessly transfer Freshservice tickets to ServiceNow incidents. In many enterprises, separate teams utilize ServiceNow and Freshservice. When the Freshservice team receives a new ticket requiring developer assistance, timely resolution is imperative. To expedite the process, the help desk team must swiftly transfer the ticket to ServiceNow as an incident for the DevOps team to address.

Unfortunately, without integration, this transfer often occurs manually, leading to errors and delays. Information silos form, exacerbating the situation with data inconsistencies and backlog. Customer frustration mounts as tickets accumulate. However, with proper integration between Freshservice and ServiceNow, these challenges are swiftly resolved.

Freshservice to ServiceNow integration setup with ZigiOps

Step 1: ZigiOps installation

To integrate Jira with Ivanti, start by deploying the ZigiOps system. ZigiOps offers clear documentation for installation, accessible on both iPaaS and on-premises setups. It features a user-friendly installation process requiring just a few clicks.

ZigiOps is a no-code solution, eliminating the need for coding. It doesn't require changes in other applications and adheres to strict security protocols, ensuring your data remains secure.

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Accessing ZigiOps is quick and easy, requiring only a username and password for login.

Step 2: Dashboard

ZigiOps seamlessly guides users to the main Dashboard, where essential information awaits. This includes the current count of system integrations, active licenses, and the status of connected systems (and the integration platform itself).

Additionally, users can view the number of extracted records for a predefined period, along with vital statistics and the health status of both systems and the integration platform.

Connecting to the ServiceNow and Freshservice

Connecting to ServiceNow

Before proceeding with the Freshservice to ServiceNow integration, we must first connect to each of the instances. For ServiceNow we need the following:  

• Log into your ZigiOps instance.
• Navigate to Connected Systems → Add New System → ServiceNow and configure the following parameters:
• Server URL → Input the URL of your instance. For example, https://example.service-now.com.
• Username → Input the username of the ServiceNow user.
• Password → Input the password for the above ServiceNow user.
• Proxy Settings → Enables the usage of a proxy server if needed.

If everything is OK, we can go ahead and click the Save button to save the system.

Connecting to Freshservice:

The actions are the same as with ServiceNow. From the Connected Systems > Add New System > Freshservice and configure the following parameters:  

• Server URL → Input the URL of your instance. For example, https://example.freshservice.com.
• Email → Input your login email address. For example, youremail@example.com.
• API Token → Input your API token.
• Proxy Settings → Enables the usage of a proxy server.

After establishing connections with the desired systems, click "SAVE" and "TEST" in the upper right corner of ZigiOps. This action saves and tests the connections, also initiating metadata collection for configuring Freshservice to ServiceNow integration.

Pre-built Integrations Template gallery

Next, we can proceed with Freshservice to ServiceNow integration by choosing "Add a new system." This allows selection from pre-defined templates provided by ZigiOps.

For specific requirements, ZigiOps offers the option to import custom templates tailored to the integration use case.

Freshservice to ServiceNow integration template

In the main integration section of ZigiOps, users can see the targeted systems for integration, the data categories earmarked for transfer and synchronization, and the correlation logic that ZigiOps employs to execute seamless integration processes.

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ZigiOps empowers users to conveniently choose the precise data they wish to transfer between systems during integration. As a result, users can customize it in a way to fit even the most sophisticated use case.

ZigiOps Freshservice to ServiceNow Integration: Action levels

Action Levels are pivotal, not just for the ongoing Freshservice to ServiceNow integration, but universally. ZigiOps' advanced features support multiple levels. However, in our current integration, there are three: Create Ticket, Update Ticket, and Update Incident.

Create Freshservice Ticket

ZigiOps allows the easy creation of Freshservice Tickets. It enables us to tailor the integrations' trigger and trigger conditions. We can choose the Polling – which makes ZigiOps scan for new information on pe-defined time intervals (days, hours, seconds).  

Additionally, we can also define our integration expressions.

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Update Freshservice Ticket

Updating the Freshservice Ticket happens also without a fuss. Through this action, users can be sure that any relevant new information will be available. This is very important when it comes to better decision-making.

Updating ServiceNow incident

Thanks to ZigiOps’ advanced integration capabilities, updating the ServiceNow incident with fresh information is automatically. The teams behind the two integrated systems (Freshservice and ServiceNow) are synched.

ZigiOps offers users advanced field mapping functionalities, granting IT teams unparalleled control over the specific information details that the connector can retrieve and transfer.

Once configured, our Freshservice to ServiceNow integration with ZigiOps begins operating immediately.

Conclusion

In conclusion, the integration of Freshservice with ServiceNow through ZigiOps offers organizations a transformative solution to streamline IT service management processes. By seamlessly connecting these two platforms, organizations can achieve real-time data synchronization, improve collaboration between teams, and enhance overall efficiency in resolving IT incidents and requests. With ZigiOps' advanced capabilities, such as no-code integration, automated workflows, and customizable mappings, companies can overcome challenges related to data silos, manual errors, and inefficient workflows.  

This integration empowers IT teams to deliver exceptional service experiences to end-users while driving operational excellence and digital transformation initiatives forward. Ultimately, leveraging the Freshservice to ServiceNow integration with ZigiOps enables organizations to optimize their IT infrastructure, improve productivity, and meet the ever-evolving demands of the modern digital landscape.