> 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. They 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.

### 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).