ServiceNow Freshservice Integration
Integrate ServiceNow and Freshservice to synchronize incidents, problems, and change requests
This integration enables real-time or scheduled data synchronization, eliminates manual updates, and ensures a single source of truth between ServiceNow and Freshservice.
What Can I Integrate Between ServiceNow and Freshservice?
ZigiOps can integrate any ServiceNow entity with any Freshservice entity, enabling custom workflows tailored to your ITSM processes.
Out of the box, ZigiOps provides ready-made integration templates for the most common ServiceNow to Freshservice scenarios, including:
ServiceNow Incidents - Freshservice Tickets
Freshservice Tickets - ServiceNow Incidents
These templates serve as preconfigured starting points and can be customized or extended to support additional entities and business-specific workflows.
Incident
Ticket (Incident)
Short description/Subject, Description, Priority, Status/State, Assignee, Comments, Attachments
Problem
Problem
Short description, Description, Priority, Status, Assignee, Work notes
Change Request
Change
Summary, Description, Priority, Status, Owner, Comments
Any ServiceNow table
Any Freshservice entity
Standard + custom fields, Status/State mappings, Correlation ID (recommended)
Note: ZigiOps supports synchronization of all standard and custom fields. The table above lists only the most commonly used fields.
How Does the ServiceNow to Freshservice Integration Work?
ZigiOps connects ServiceNow and Freshservice using their native APIs and acts as a secure integration layer between the two systems.
No scripting or custom development required
Configured entirely through the ZigiOps UI
Supports polling- and event-based synchronization
Does not permanently store transferred business data
The platform can be deployed on-premises or used as a cloud service, depending on your security and compliance requirements.
Prerequisites and Permissions
Before enabling the ServiceNow to Freshservice integration, ensure the following prerequisites are met.
ServiceNow Incidents - Freshservice Tickets
Username + Password
x_ziw_obm.admin; personalize_read_dictionary; itil role
Email + API Token
Create/Read/Update on Tickets; Agent role or higher
ServiceNow: Utah or newer; Freshservice: All versions
Freshservice Tickets - ServiceNow Incidents
Username + Password
x_ziw_obm.admin; personalize_read_dictionary; itil role
Email + API Token
Create/Read/Update on Tickets; Agent role or higher
ServiceNow: Utah or newer; Freshservice: All versions
Setup
Follow the steps below to enable the ServiceNow to Freshservice integration using a prebuilt ZigiOps template.
Log in to your ZigiOps instance.
Navigate to ZigiOps - Configurator.
Load the desired ServiceNow to Freshservice integration template.
Select the corresponding Integrated Systems (ServiceNow and Freshservice).
Click Save to continue.
Enable the integration using the slider button located in the middle section of the screen.
Once enabled, ZigiOps starts synchronizing data based on the configured mappings and rules.
Mapping Examples
Below are typical field-mapping examples for the ServiceNow Incident to Freshservice Ticket scenario. Mappings can be customized per use case.
Example: ServiceNow Incident - Freshservice Ticket
Short description
Subject
Direct mapping
Description
Description
Direct mapping
Priority
Priority
1 (Critical) - 4 (Urgent); 2 (High) - 3 (High); 3 (Moderate) - 2 (Medium); 4 (Low) - 1 (Low)
State
Status
1 (New) - Open; 2 (In Progress) - Pending; 6 (Resolved) - Resolved
Assigned to
Responder (Agent)
Direct mapping
Work notes / Additional comments
Conversations (notes)
Direct mapping
Attachments
Attachments
Direct mapping
What Data Can Be Synchronized?
ZigiOps supports synchronization of standard and custom fields, status and state transitions, comments, attachments, and user assignments between ServiceNow and Freshservice. Each field can be mapped independently per direction.
Frequently Asked Questions (FAQ)
Can I use one template for multiple projects or assignment groups?
Yes. Filters and conditions allow you to scope synchronization by project, assignment group, state, priority, or custom logic.
Is the integration bi-directional?
Yes. All scenarios support bi-directional synchronization, configurable per field.
How are update loops prevented?
ZigiOps uses correlation IDs and internal logic to prevent circular updates.
Do I need to write scripts or use APIs manually?
No. All configuration is done through the ZigiOps UI.
Can I start with one-way sync and later enable bi-directional sync?
Yes. Direction can be changed at any time.
Does ZigiOps store my ServiceNow or Freshservice data?
No. ZigiOps does not permanently store transferred business data.
Related Resources
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