# Freshservice

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.

***

## Prerequisite

* [Freshservice API key](https://api.freshservice.com/#authentication) and **copy** the key to use it later

***

## Configure a webhook

Follow these steps to configure a webhook:

1. On the [**Webhooks**](https://app.apono.io/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](https://api.freshservice.com/#create_ticket).

   ```json
   {
     "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
   }
   ```

{% hint style="success" %}
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](https://docs.apono.io/docs/webhook-integrations/webhook-payload-references/webhook-payload-schema-reference) to read the descriptions of each data field.
{% endhint %}

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

<table><thead><tr><th width="230">Key</th><th>Value</th></tr></thead><tbody><tr><td><em>Authorization</em></td><td><em>Basic &#x3C;BASE-64-API-KEY></em></td></tr></tbody></table>

9. From the **Triggers** dropdown menu, select **RequestCreated**.
10. Under **Filters**, define one or several filter from the listed dropdown menus.

{% hint style="info" %}
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.
  {% endhint %}

11. (Optional) In the **Timeout in seconds** field, enter the duration in seconds to wait before marking the request as failed.
12. (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.
13. 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.

{% hint style="success" %}
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](https://docs.apono.io/docs/webhook-integrations/troubleshoot-a-webhook).
{% endhint %}

14. 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.

***

## Results

Your webhook should now start Freshservice ticket once triggered:

<figure><img src="https://1094436629-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fv6MBfUGvblSdAz31yJXm%2Fuploads%2Fgit-blob-0a14082582af9790c0a5e798757377875bcf74b6%2Fimage%20(27).png?alt=media" alt=""><figcaption></figcaption></figure>

<figure><img src="https://1094436629-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fv6MBfUGvblSdAz31yJXm%2Fuploads%2Fgit-blob-73c08a78c36295bea5e1152721b0588ceb85c01f%2Fimage%20(29).png?alt=media" alt=""><figcaption></figcaption></figure>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.apono.io/docs/webhook-integrations/request-webhook/itsm/freshservice.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.