This feature works the same way in Freshservice and Freshservice for Business Teams (FSBT). 


The Freshdesk-Freshservice/FSBT integration helps customer support teams on Freshdesk collaborate with internal teams on Freshservice/FSBT and provide faster resolutions. This integration enables companies to streamline and accelerate the service management process and deliver outstanding support from a unified window. 


Linking your Freshdesk and Freshservice accounts:

As a Freshdesk admin, you can create a new Freshservice/FSBT account or connect an existing account and set up the integration. The same applies to Freshservice/FSBT admins if you’re initiating the integration from Freshservice/FSBT.


Follow the steps below to set up your Freshdesk - Freshservice/FSBT integration: 


Step 1: Go to admin > Support Operations > Freshservice/FSBT 


Step 2: As mentioned above, you can choose to connect an existing Freshservice/FSBT account or create a new one.



Step 3: Enter your Freshservice/FSBT domain and API key. You can find the Freshservice/FSBT API key by logging into your Freshservice/FSBT account and clicking on Profile > Profile settings. 


The same has to be done from Freshservice/FSBT to link your Freshdesk account. 


Once your Freshdesk and Freshservice/FSBT accounts are connected, you can also set up automation rules for the tickets that will raise incidents or service re on Freshservice/FSBT automatically. 



Setting up visibility for Freshdesk agents:
You can set up the visibilities access and let agents in Freshdesk view:

  • All conversations on the Freshservice/FSBT ticket (replies, public notes, private notes)
  • Only public conversations on the Freshservice/FSBT ticket (replies, public notes)



Setting up visibility for Freshservice/FSBT agents:

You can set up the visibilities access and let agents in Freshservice/FSBT view:

  • All conversations on the Freshdesk ticket (replies, public notes, private notes)

  • Only public conversations on the Freshdesk ticket (replies, public notes)

  • None (only ticket properties)


Setting up automation rules to create incidents in Freshservice/FSBT: 

An admin can automate the creation of Freshservice/FSBT tickets (incidents) based on any condition in Freshdesk. For example, if the ticket subject contains ‘Outage,’ you can create a rule to create an incident on Freshservice/FSBT automatically.

 

  • Freshdesk admins can create a template for the Freshservice/FSBT tickets using subject, description & placeholders.
  • Freshdesk agents can view a filtered list of rules that trigger the creation of Freshservice/FSBT tickets.