Freshservice Integration

Freshservice Integration

The Freshservice integration connects CrownSync Playbooks to your Freshservice instance, enabling synchronisation of incident data between both platforms. When incidents are created or updated in CrownSync, corresponding tickets are managed in Freshservice automatically.

Prerequisites

• A Freshservice account with API access enabled
• Your Freshservice domain (e.g. yourcompany.freshservice.com)
• A Freshservice API key (found under Profile Settings in Freshservice)
• Admin role in CrownSync Playbooks

Connection Setup

1. Navigate to Admin → Integrations
2. Select Freshservice
3. Enter your Freshservice domain
4. Enter your Freshservice API key
5. Click Test Connection
6. Click Save

Priority Mapping

Freshservice uses a numeric priority scale (1–4). CrownSync maps severity levels as follows:

These mappings can be customised in the integration settings.

Status Mapping

CrownSync incident statuses are mapped to Freshservice ticket statuses. The default mapping is:

• CrownSync "Active" → Freshservice "Open"
• CrownSync "Contained" → Freshservice "Pending"
• CrownSync "Closed" → Freshservice "Resolved"

Adjust these mappings to match your Freshservice workflow configuration.

Inbound Webhook (Freshservice → CrownSync)

For bi-directional sync, configure an Observer Rule in Freshservice:

1. In Freshservice, navigate to Admin → Workflow Automator
2. Create a new Observer Rule
3. Set the trigger to Ticket is updated
4. Add an action to Trigger Webhook
5. Enter the CrownSync webhook URL from your integration settings
6. Include your CrownSync API key in the request headers
7. Save and activate the rule

Troubleshooting

• Connection refused— Verify the domain is correct. Include only the subdomain portion, not the full URL with protocol.
• Authentication failed— Ensure the API key is correct. Freshservice API keys can be regenerated from Profile Settings.
• Webhook not triggering— Check that the Observer Rule is active and the trigger conditions match your expected scenarios.
• Timeout issues— If Freshservice consistently times out, check for network restrictions or firewall rules blocking outbound requests to the CrownSync API.

Integration instructions last verified: April 2026