Integration Overview

Integrations Overview

CrownSync Playbooks integrates with your existing IT service management tools, SIEM platforms, and custom systems through a combination of native connectors, outbound webhooks, and a REST API. Integrations allow you to synchronise incident data between CrownSync Playbooks and the tools your team already uses, reducing manual data entry and ensuring consistency across platforms.

Available Integrations

CrownSync Playbooks supports the following integration categories:

Service Desk Integrations

• CrownSync Service Desk — Native first-party integration: one API key, automatic webhook setup, full two-way sync of status, priority and major incidents
• ServiceNow — Bi-directional sync with ServiceNow ITSM
• Jira Service Management — Sync incidents with Jira projects
• Freshservice — Connect to Freshworks service desk
• Zendesk— Sync with Zendesk ticketing
• Hornbill— Integration with Hornbill Service Manager
• ManageEngine — Connect to ManageEngine ServiceDesk Plus

SIEM Integrations

• SIEM platforms— Connect to Microsoft Sentinel, Splunk, CrowdStrike, and other SIEM tools via the REST API

Webhooks and API

• Outbound Webhooks — Push event notifications to any HTTP endpoint
• REST API — Full programmatic access to incidents, playbooks, and platform data

Inbound vs Outbound Sync

Integrations support two directions of data flow:

• Outbound (CrownSync → external tool)— When an incident is created or updated in CrownSync Playbooks, the change is pushed to your service desk or SIEM. This ensures your existing ticketing system stays in sync without manual updates.
• Inbound (external tool → CrownSync)— When a ticket is updated in your service desk, a webhook sends the update back to CrownSync Playbooks. This keeps incident status, priority, and notes synchronised in both directions.

Getting Started with Integrations

All integrations are configured from Admin → Integrations. You will need:

1. An API key from CrownSync Playbooks (for inbound API access)
2. Credentials for your external tool (API tokens, instance URLs, project keys)
3. Administrator access to both platforms to configure the connection

Each integration guide provides step-by-step instructions for connecting your specific tool. Integration setup is available to users with the Owner or Admin role.