Freshservice

Create Freshservice tickets using an Apono webhook

Freshservice is an AI-powered, unified IT and employee service management solution that is simple to use and easy to scale. It provides the capabilities required for managing IT services and extends to non-IT teams as well.

Through this integration, you will configure an Apono webhook that creates new tickets in Freshservice when user access requests are created, approved, granted, and revoked, or when requests fail.

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Prerequisite

• Freshservice API key and copy the key to use it later

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Configure a webhook

Follow these steps to configure a webhook:

1. On the Webhooks page, click Add Webhook. The Add Webhook page appears.

2. Click Request Webhook.

3. Enter a unique, alphanumeric, user-friendly Request Webhook Name for identifying this webhook.

4. Click the Status toggle to Active.

5. From the Method dropdown menu, select POST.

6. For the webhook URL, enter https://<DOMAIN>.freshdesk.com/api/v2/tickets.

7. The Body Template field expects a JSON structure as appears below. For the full JSON scheme for creating a ticket SEE HERE.

   {
     "email": "{{data.requester.email}}",
     "subject": "New {{event_type}} made by {{data.requester.name}}",
     "description": "New {{event_type}} made by {{data.requester.name}}",
     "priority": 1,
     "status": 2
   }

Click View event's payload schema to reveal the payload schema and available data fields. You can also refer to the Webhook Payload Schema Reference to read the descriptions of each data field.

1. For Headers, use the following Key and Value to set the authorization.

Key	Value
Authorization	Basic <BASE-64-API-KEY>

1. From the Triggers dropdown menu, select RequestCreated.

2. Under Filters, define one or several filter from the listed dropdown menus.

Filters empower admins to control the data transmitted via webhooks, minimizing the amount of data third-party tools receive and reducing unnecessary clutter.

Examples:

• Send only production requests to your admins' Slack channel.

• Trigger Okta workflows for events from specific integrations or resource types.

• Open a ticket in Jira or ServiceNow for manually approved requests.

1. (Optional) In the Timeout in seconds field, enter the duration in seconds to wait before marking the request as failed.

2. (Optional) Define Response Validators to verify that the response from the webhook meets specified criteria:

   1. Click + Add. A row of settings appears.

   2. Starting with $.data., enter the Json Path of the JSON parameter.

   3. In the Expected Values field, enter a value and press the Enter key on your keyboard.

   4. Repeat step c to add several expected values.

   5. Repeat steps a-d to add multiple response validators.

3. Click Test to generate a test event to trigger your webhook. A Test successful or Test failed response status will appear at the bottom of the page. A successful test will send mock data to the target system.

For more information about the test, click View Invocation Data. A panel opens revealing the request, response, and other relevant details.

Should your test fail, view these tips to troubleshoot your webhook.

1. Click Save Webhook.

The new webhook appears in the Webhooks table. Active webhooks are preceded by a green dot. Inactive webhooks are preceded by a white dot.

Apono will send a call to Freshservice to create a new ticket when the RequestCreated event is triggered.

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Results

Your webhook should now start Freshservice ticket once triggered: