> For the complete documentation index, see [llms.txt](https://docs.sharelogic.com/unifi/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sharelogic.com/unifi/integration-guides/freshservice.md).

# Freshservice

This page gives an overview of the templates we've created for integrating Fresh instances with ServiceNow. **Please reach out if you want the update sets** for any of these templates and **see the template page** itself **for more information** on the template and customising it for your instance.

## Overview

These Freshservice templates integrate Freshservice [Tickets](https://developers.freshdesk.com/api/#tickets) with various types of Task records in ServiceNow. They implement the worknotes and comments journals through Freshservice [notes](https://developers.freshdesk.com/api/#conversations) and can sync attachments.

**These templates are not plug and play** and feature guidance on how to customise them for your instance. T**hey may be used as a template or as a reference** for how we've dealt with challenges you may come across when building an integration.

Templates feature a couple of different mechanisms for retrieving data from Freshservice. 

* Polling: Querying the Freshservice instance periodically for updates.
* Webhooks: Triggering data with automation rules on Freshservice.

We recommend a polling-based approach, as this maintains all configuration on ServiceNow, though both are worth considering based on use case.

## Guides

### Outbound Incident Guide

{% content-ref url="/pages/XxLSJ8r5WQ2O5aTjjD5g" %}
[Freshservice: Outbound Incident Guide](/unifi/integration-guides/freshservice/freshservice.md)
{% endcontent-ref %}

Follow this guide to configure a simple outbound synchronous integration that sends Servicenow Incidents to Freshservice as Tickets.

## Templates

{% hint style="info" %}
If you're unsure which template to use the Incident Polling Template is our suggestion.
{% endhint %}

### Incident Polling Template

{% content-ref url="/pages/SEy7X8cyVITSLFlpFxZl" %}
[Freshservice: Incident Template (Polling)](/unifi/integration-guides/freshservice/freshservice-incident-template-polling.md)
{% endcontent-ref %}

* Integrates `incident` with Tickets.
* Functionality extends [Freshservice: Outbound Incident Guide](https://docs.sharelogic.com/unifi/integration-guides/freshservice).
* Retrieves data from Fresh using a series of polls.
* Contacts are synced by email and other data.
* Supports inbound and outbound attachments.
  * Includes embedded attachments in the description and journal fields.

### Standard Case Polling Template

{% content-ref url="/pages/UukasuJYORdUv2ZAbRjr" %}
[Freshservice: Standard Case Template (Polling)](/unifi/integration-guides/freshservice/freshservice-standard-case-template-polling.md)
{% endcontent-ref %}

* Integrates `sn_tech_product_support_case` with Tickets.
* Retrieves data from Fresh using a series of polls.
* Includes syncs for supporting data stored in Fresh.
* Contacts are synced by correlation\_id.
* Supports in and outbound attachments. 
  * Includes embedded attachments in journal fields.

### Knowledge Polling Template

{% content-ref url="/pages/zA00EdvkWmsolRAQW6xC" %}
[Freshservice: Knowledge Template (Polling)](/unifi/integration-guides/freshservice/freshservice-knowledge-template-polling.md)
{% endcontent-ref %}

* One way pulls `article` s on Fresh into `kb_knowledge`.
* Retrieves data from Fresh using a series of polls.
* Includes syncs for the structure of the knowledge base.

### Incident Webhook Template

{% content-ref url="/pages/HvYJRhQcgbJF3Y3WwGXY" %}
[Freshservice: Incident Template (Webhook)](/unifi/integration-guides/freshservice/freshservice-incident-template-webhook.md)
{% endcontent-ref %}

* Integrates i`ncidents` with Tickets
* Receives data from Fresh via automations sending webhooks.
* Contacts are synced by email and other data on the sys\_user.

#### Issues

* Attachments added to ticket not sent to ServiceNow
* Rejection of reflected messages requires configuration.

### Customer Service Case Webhook Template

{% content-ref url="/pages/x6dfnJ9OzBggr37ZDh36" %}
[Freshservice: Customer Service Case Template(Webhook)](/unifi/integration-guides/freshservice/freshservice-customer-service-case-template-webhook.md)
{% endcontent-ref %}

* Integrates `sn_customerservice_case` with Tickets
* Receives data from Fresh via automations sending webhooks.
* Contacts are synced by email and other data on the sys\_user.

#### Issues

* Attachments added to ticket not sent to ServiceNow
* Rejection of reflected messages requires configuration.

***

For a better understanding of these templates and a basic Freshservice integration, see the [Freshservice: Outbound Incident Guide](https://docs.sharelogic.com/unifi/integration-guides/freshservice).