Case Study: Integrating Freshservice with ServiceNow for Seamless Ticket Management for a US based Energy company
Customer: US based Energy company
Industry: Fusion Power
Requirement: Bi-directional integration between Freshservice and ServiceNow for manual data entry elimination, improved operational efficiency.
Problem Statement:
- Customer’s support team manually transferred incident data between Freshservice and ServiceNow, leading to delays, inconsistencies, and high operational costs.
- Lack of synchronization between the systems resulted in miscommunication and inefficiencies in ticket resolution.
- Attachments, status updates, and conversations were not automatically synced, leading to disjointed case tracking and response delays.
Solution: Custom Middleware for Automated Synchronization
Arbaan developed a cloud-hosted middleware that seamlessly integrated customer’s Freshservice with ServiceNow. The solution ensured real-time synchronization of incidents and service requests while maintaining data integrity.
Key Features:
Automated Ticket Creation & Sync
- When an incident is created in Freshservice, a corresponding case is automatically created in ServiceNow.
- A unique reference number (Sys_ID/Case Number) is generated and stored in the Freshservice incident for seamless tracking.
Bi-Directional Comments & Notes Sync
- Public conversations (replies or notes) in Freshservice are synced as ‘Additional Comments’ in ServiceNow.
- Private notes in Freshservice are synced as ‘Work Notes’ in ServiceNow.
- ServiceNow additional comments & work notes are replicated in Freshservice periodically.
Attachment Synchronization
- Attachments (including inline images) added to Freshservice incidents are automatically transferred to corresponding ServiceNow cases using the ServiceNow Attachment API.
Field Mapping Configuration
- The integration provided a configurable mapping interface, allowing the customer’s team to define which fields needed to be included in the data payload.
Real-Time Status Sync
- Incident status updates in Freshservice were mirrored in ServiceNow and vice versa.
- Syncing applied only to active tickets (i.e., tickets not in resolved/closed states).
Cloud-Based Middleware for Efficient Data Polling
- The middleware polls ServiceNow data every 5 minutes to fetch updates and pushes them into Freshservice.
- The middleware also handles attachment synchronization between the two systems.
Security
- Hosted on a secure cloud server ensuring high availability and scalability.
Results & ROI:
- Eliminated manual data entry, reducing the risk of errors and increasing efficiency.
- Saved 100+ hours per month for support agents by automating ticket synchronization.
- Improved response times with real-time updates, ensuring faster issue resolution.
- Seamless collaboration between the customer’s different teams resulting in streamlined communication and ticket handling.
Value delivered to customer:
Arbaan’s integration solution successfully automated incident and service request synchronization between the customer’s Freshservice and ServiceNow instances. By eliminating manual work, improving data consistency, and reducing resolution times, the integration significantly enhanced the customer’s IT service management processes.