This blog post discusses how integrating Freshdesk, a customer service platform, with Squadcast, an incident management tool, can improve an enterprise's incident response process. The integration offers several benefits, including:
Alert routing to the right engineer
Elimination of duplicate alerts
Flexible notification channels for on-call engineers
Performance measurement of on-call teams (MTTA/MTTR)
The blog also details a simplified setup process involving creating webhooks in both Freshdesk and Squadcast. This integration is valuable for organizations that use both ticketing systems and incident response platforms.
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.
Benefits of the Freshdesk Squadcast Integration
- Send alerts to the desired on-call engineer with Squadcast’s routing features: With Freshdesk’s ticketing process, depending on the severity of issues on-call engineers need to be manually informed/assigned issues
- Suppress alerts to prevent alert fatigue: You can configure Squadcast to stop sending duplicate alerts/alerts from tickets that are originating from the same service
- Select the channel on which the on-call engineer will be notified: Squadcast integration lets the on-call engineer select the notification channel (SMS, email or mobile push notifications)
- Reliably Measure the performance of your on-call team: You can keep track of the on-call team’s performance by calculating MTTA/MTTR in Squadcast.
Setting up the Integration (Freshdesk-Squadcast)
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
Create a Squadcast webhook alert in Freshdesk
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
Step 4: Fill Perform these actions form as shown below:
- Select Trigger webhook
- Request Type: POST
- URL: Paste the previously copied Squadcast webhook here
- Encoding JSON
- Content: Simple
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
- status Open -> to trigger incident at Squadcast
- status Resolved -> to resolve incident at Squadcast
- status Closed -> to resolve incident at Squadcast
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 to 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.
Originally published at https://www.squadcast.com.
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