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Freshdesk + Squadcast: Enabling Streamlined Incident Response for Enterprises

Freshdesk + Squadcast: Enabling Streamlined Incident Response for Enterprises

April 5, 2022
Freshdesk + Squadcast: Enabling Streamlined Incident Response for Enterprises
In This Article:
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Freshdesk is a cloud-based customer service platform used by enterprises that provides a centralized help desk(with the help of support tickets) across multiple channels, including email, phone, chat, and social media. Squadcast is an Incident Management platform that integrates with major monitoring, ChatOps and project management tools to provide a centralized place for reliability.

The  Freshdesk-Squadcast integration unlocks value for organizations that require the convenience of a traditional IT helpdesk with the power of an incident management platform. The integration allows On-Call teams to manage alert noise and reduce incident response times. Here are some additional benefits of the Freshdesk-Squadcast integration. 

Benefits of the Freshdesk Squadcast Integration

  • Select the channel on which the on-call engineer will be notified: Squadcast integration lets the on-call engineer select the notification channel (SMS, email or mobile push notifications)  
  • Reliably Measure the performance of your on-call team: You can keep track of the on-call team’s performance by calculating MTTA/MTTR  in Squadcast.

Setting up the Integration (Freshdesk-Squadcast)

This integration works with the help of outgoing webhooks, and it is also possible to use Freshdesk as an alert source in Squadacast.

Step1: From the navigation bar on the left, select Services. Next, click on Alert Sources for the applicable Service.

Step2: Search for Freshdesk from the Alert Source drop-down and copy the Webhook URL

Create a Squadcast webhook alert in Freshdesk

Step1: In the app, go to Admin > Workflows > Automations to create the webhook

Step2: Click on New Rule

Step3: Fill in the form as shown in the subsequent screenshots

Step4: Fill Perform these actions form as shown below:

  • Select Trigger webhook
  • Request Type: POST
  • URL: Paste the previously copied Squadcast webhook here
  • Encoding JSON
  • Content: Simple

Step5: Next, to create the alert, follow the steps below:

(a) Click on New > New Ticket or,

(b) Fill the form below and click on Create

  • status Open -> to trigger incident at Squadcast
  • status Resolved -> to resolve incident at Squadcast
  • status Closed -> to resolve incident at Squadcast

This concludes the necessary steps for the Freshdesk-Squadcast integration. There is more that can be done with this integration. For additional information regarding this integration please refer to the documentation.

The Freshdesk + Squadcast integration combines the convenience of an IT helpdesk with the features of a modern fully-featured incident response platform. You can gain insights into your on-call team's performance over a period of time. With better routing features your users will notice the improved resolution time for major incidents.

Written By:
April 5, 2022
Nir Sharma
Nir Sharma
April 5, 2022
Integrations
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Learn how organizations are using Squadcast
to maintain and improve upon their Reliability metrics
Learn how organizations are using Squadcast to maintain and improve upon their Reliability metrics
mapgears
"Mapgears simplified their complex On-call Alerting process with Squadcast.
Squadcast has helped us aggregate alerts coming in from hundreds...
bibam
"Bibam found their best PagerDuty alternative in Squadcast.
By moving to Squadcast from Pagerduty, we have seen a serious reduction in alert fatigue, allowing us to focus...
tanner
"Squadcast helped Tanner gain system insights and boost team productivity.
Squadcast has integrated seamlessly into our DevOps and on-call team's workflows. Thanks to their reliability...
Alexandre Lessard
System Analyst
Martin do Santos
Platform and Architecture Tech Lead
Sandro Franchi
CTO
Squadcast is a leader in Incident Management on G2 Squadcast is a leader in Mid-Market IT Service Management (ITSM) Tools on G2 Squadcast is a leader in Americas IT Alerting on G2 Best IT Management Products 2022 Squadcast is a leader in Europe IT Alerting on G2 Squadcast is a leader in Mid-Market Asia Pacific Incident Management on G2 Users love Squadcast on G2
Squadcast awarded as "Best Software" in the IT Management category by G2 🎉 Read full report here.
What our
customers
have to say
mapgears
"Mapgears simplified their complex On-call Alerting process with Squadcast.
Squadcast has helped us aggregate alerts coming in from hundreds of services into one single platform. We no longer have hundreds of...
Alexandre Lessard
System Analyst
bibam
"Bibam found their best PagerDuty alternative in Squadcast.
By moving to Squadcast from Pagerduty, we have seen a serious reduction in alert fatigue, allowing us to focus...
Martin do Santos
Platform and Architecture Tech Lead
tanner
"Squadcast helped Tanner gain system insights and boost team productivity.
Squadcast has integrated seamlessly into our DevOps and on-call team's workflows. Thanks to their reliability metrics we have...
Sandro Franchi
CTO
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