# ServiceNow Freshservice Integration

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.

| Common ServiceNow entities | Common Freshservice entities | Common fields typically synchronized                                                            |
| -------------------------- | ---------------------------- | ----------------------------------------------------------------------------------------------- |
| 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.

| Scenario                                    | ServiceNow Auth     | ServiceNow Permissions                                      | Freshservice Auth | Freshservice Permissions                            | Environment                                           |
| ------------------------------------------- | ------------------- | ----------------------------------------------------------- | ----------------- | --------------------------------------------------- | ----------------------------------------------------- |
| 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.

1. Log in to your ZigiOps instance.
2. Navigate to **ZigiOps - Configurator**.
3. Load the desired **ServiceNow to Freshservice integration template**.
4. Select the corresponding **Integrated Systems** (ServiceNow and Freshservice).
5. Click **Save** to continue.
6. 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**

| ServiceNow field                 | Freshservice field    | Advanced Field Mapping Example                                                               |
| -------------------------------- | --------------------- | -------------------------------------------------------------------------------------------- |
| 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)

<details>

<summary>Can I use one template for multiple projects or assignment groups?</summary>

Yes. Filters and conditions allow you to scope synchronization by project, assignment group, state, priority, or custom logic.

</details>

<details>

<summary>Is the integration bi-directional?</summary>

Yes. All scenarios support bi-directional synchronization, configurable per field.

</details>

<details>

<summary>How are update loops prevented?</summary>

ZigiOps uses correlation IDs and internal logic to prevent circular updates.

</details>

<details>

<summary>Do I need to write scripts or use APIs manually?</summary>

No. All configuration is done through the ZigiOps UI.

</details>

<details>

<summary>Can I start with one-way sync and later enable bi-directional sync?</summary>

Yes. Direction can be changed at any time.

</details>

<details>

<summary>Does ZigiOps store my ServiceNow or Freshservice data?</summary>

No. ZigiOps does not permanently store transferred business data.

</details>

## Related Resources

* [How to connect ServiceNow to ZigiOps](/available-systems/servicenow.md)
* [How to connect Freshservice to ZigiOps](/available-systems/freshservice.md)
* [Data mapping fundamentals](/design-and-mappings/data-mapping-fundamentals.md)


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