Freshdesk is a cloud-based customer service platform used by enterprises that provides a centralized help desk(with the help of support tickets) across multiple channels, including email, phone, chat, and social media. Squadcast is an incident management platform that integrates with major monitoring, ChatOps and project management tools to provide a centralized place for reliability.
The Freshdesk-Squadcast integration unlocks value for organizations that require the convenience of a traditional IT helpdesk with the power of an incident management platform. The integration allows on-call teams to manage alert noise and reduce incident response times. Here are some additional benefits of the Freshdesk-Squadcast integration.
This integration works with the help of outgoing webhooks, and it is also possible to use Freshdesk as an alert source in Squadacast.
Step1: From the navigation bar on the left, select Services. Next, click on Alert Sources for the applicable Service.
Step2: Search for Freshdesk from the Alert Source drop-down and copy the Webhook URL
Step1: In the app, go to Admin > Workflows > Automations to create the webhook
Step2: Click on New Rule
Step3: Fill in the form as shown in the subsequent screenshots
Step4: Fill Perform these actions form as shown below:
Step5: Next, to create the alert, follow the steps below:
(a) Click on New > New Ticket or,
(b) Fill the form below and click on Create
This concludes the necessary steps for the Freshdesk-Squadcast integration. There is more that can be done with this integration. For additional information regarding this integration please refer the documentation.
The Freshdesk + Squadcast integration combines the convenience of an IT helpdesk with the features of a modern fully-featured incident response platform. You can gain insights into your on-call team's performance over a period of time. With better routing features your users will notice the improved resolution time for major incidents.
Squadcast is an incident management tool that’s purpose-built for SRE. Create a blameless culture by reducing the need for physical war rooms, unify internal & external SLIs, automate incident resolution and create a knowledge base to effectively handle incidents.