Freshservice Freshdesk Integration

Exalate syncs all default and custom fields between Freshdesk and Freshservice, including summary, description, status, priority, urgency, attachments, notes, labels, and comments. You can also sync any field accessible through REST APIs, giving you complete flexibility. The most common ticket types are incidents, service requests, and feature requests. If you need specific field mappings or custom entities, our engineers can configure them for you through managed services.

The integration connects your IT service management and customer support teams for faster issue resolution. Real-time sync ensures both teams see ticket updates instantly, eliminating manual data entry and reducing resolution times. IT teams gain full customer context automatically, while support agents track progress without switching systems. This improves customer satisfaction through faster technical issue resolution and better cross-team collaboration.

Register your account at exalate.app, then connect both Freshservice and Freshdesk. Configure your sync rules using Aida (AI assistant) to generate scripts based on your requirements, or write custom rules manually. Set up triggers to automate when and how tickets sync. Your integration will then automatically sync data between both platforms in real time.

Yes, Exalate supports real-time one-way, two-way, and multi-directional synchronization between Freshservice and Freshdesk. You configure the sync direction based on your workflow requirements. One-way sync sends data in a single direction, while two-way sync keeps both systems updated automatically. You can also set up migration workflows to transfer historical data. All syncs happen in real time with complete control over which fields and tickets sync.

Yes, Exalate links multiple Freshdesk tickets to a single Freshservice incident, which is ideal for MSP environments managing multiple clients. Each organization maintains independent control over their sync rules, field mappings, and data privacy. This is particularly valuable for IT teams identifying patterns across customer reports while keeping client data isolated. MSPs and partner organizations use this for consolidated incident tracking with granular access controls.

Exalate uses enterprise-grade security, including JWT access tokens, role-based access controls, HTTPS with TLS 1.2 and 1.3, and multi-factor authentication. Data is encrypted both in transit and at rest. Exalate is ISO 27001:2022 certified and maintains a single-tenant architecture, meaning your data never mixes with other organizations. For detailed security documentation and compliance certifications, visit our Trust Center.

The native Freshdesk-Freshservice integration works well for basic one-way ticket creation from Freshdesk to Freshservice. However, it has several limitations: it only works within the same data center, doesn’t support true bidirectional sync where changes flow both ways automatically, can’t link multiple Freshdesk tickets to one Freshservice incident, and lacks support for complex conditional logic or custom field transformations. For MSP environments managing multiple client instances or advanced customization needs, third-party integration tools like Exalate provide more flexibility and control.

Yes, Exalate supports complete custom field mapping between Freshdesk and Freshservice. You can map any custom field available through the REST APIs, including dropdown menus, text fields, checkboxes, and date fields. Aida (AI assistant) helps configure field transformations automatically, or you can write custom scripts for complex mappings. This includes handling different field types, data transformations, and conditional mappings based on ticket properties.

Exalate uses outcome-based pricing, where you pay for active sync pairs (items currently being synced) rather than per transaction or user. Plans include Starter, Pro, and Enterprise tiers based on the number of active items in sync. Each integration (like Freshdesk to Freshservice) requires its own plan. You can estimate costs using our pricing calculator. Start with a 30-day free trial to test the integration before committing. For detailed pricing information, visit our pricing page.

Freshdesk is a customer support platform for external-facing teams handling customer inquiries through email, chat, phone, and social media. Freshservice is an IT service management (ITSM) platform for internal teams managing IT infrastructure, incidents, service requests, assets, and changes. Freshdesk focuses on customer experience and multichannel support, while Freshservice follows ITIL best practices for internal service delivery. Integrating both platforms connects customer-facing support with IT operations for faster issue resolution when customer problems require technical investigation.

Yes, Exalate is designed for MSP environments and supports multi-tenant architectures. You can connect multiple Freshdesk instances (representing different clients) to separate Freshservice accounts or manage everything within Freshservice MSP mode. Each client maintains data isolation while central teams gain unified visibility. This setup is ideal for managed service providers synchronizing customer support tickets with IT service management across multiple client organizations while preserving data privacy and independent sync configurations.

Yes, Exalate supports advanced conditional logic for selective synchronization. You can create rules like “only sync tickets with priority ‘High’ or ‘Urgent'” or “sync to Freshservice only when status changes to ‘Escalated.'” Use triggers to control when syncs start, field mappings based on conditions, and custom workflows for specific scenarios. This gives you precise control over what data syncs and when, preventing unnecessary data flow and focusing on business-critical information.