Freshservice Zendesk Integration

Exalate is an integration platform that creates a real-time, bidirectional sync between Freshservice and Zendesk. It automatically synchronizes tickets, incidents, service requests, and custom fields between your IT service desk and customer support platform while keeping each team working in their preferred tool. The integration uses a script-based engine that handles complex business logic, conditional mappings, and multi-directional data flows. You can customize exactly what data syncs, when it syncs, and how fields map between platforms.

Exalate enables users to sync fields from Freshservice tickets (incidents and service requests), including summary, description, status, priority, urgency, attachments, notes, custom fields, custom keys, and more. Users can also sync private/internal notes both ways using the Script mode.

For Zendesk, you can sync default and custom fields, plus any other field available via REST APIs. If you don’t see the fields or entities that you need to sync, book a call with our engineers to discuss your use case.

Use Exalate when you need advanced customization beyond basic ticket syncing. Native integrations and iPaaS tools like Zapier work for simple field mapping and trigger-action workflows, but Exalate provides flexibility for complex scenarios. Choose Exalate when you require: conditional logic and data transformation, bidirectional real-time sync (not just trigger-action), multi-system integrations across partners or MSPs, granular control over which tickets sync, cross-company collaboration with independent data governance, or specific security and compliance requirements.

Yes, Exalate allows you to restrict synchronization using various criteria, including brand, group, tags, requester details, and ticket forms. You can create custom conditions using platform-native queries to control precisely which tickets trigger sync between Freshservice and Zendesk. This granular control ensures only relevant tickets flow between platforms while keeping sensitive or unrelated data separate.

Yes, Exalate can link multiple Zendesk tickets to a single Freshservice incident. This is ideal for MSP environments managing multiple clients or when several customers report the same underlying issue. Each organization maintains independent control over data mappings, sync conditions, and privacy settings within its own environment. The reverse also works: you can link multiple Freshservice incidents to a single Zendesk ticket to consolidate related issues.

Setting up a Freshservice Zendesk integration takes four steps:

1. Register your account at exalate.app 
2. Connect the two systems by creating a connection in the Exalate console
3. Configure the sync rules to define which fields map between platforms and how data transforms
4. Set up triggers using platform-native queries to control which tickets sync automatically

Aida, the AI assistant, helps with scripting by converting your plain-language prompts into working sync rules. Start a 30-day free trial at https://exalate.app/ to test the integration.

Yes, Exalate supports real-time, one-way, two-way, and multi-directional syncs between Freshservice and Zendesk. Data flows within seconds of changes occurring. You configure the sync direction based on your workflow needs, whether that is simple one-way updates, bidirectional sync, or complex multi-platform workflows connecting several tools.

Exalate protects data flowing through your Freshservice to Zendesk integration with enterprise-grade security. Features include JWT access tokens, role-based access controls, HTTPS with TLS 1.2 and 1.3, and multi-factor authentication. Exalate is ISO 27001:2022 certified. Each side of the integration maintains complete control over its own data mappings and sync conditions. Learn more at the Trust Center: https://trust.exalate.com/

Yes, Exalate is built for MSP environments. The architecture allows MSPs to maintain separate client environments on Freshservice while coordinating IT services across multiple organizations using Zendesk. Each client’s data stays isolated with independent sync rules and privacy settings. MSPs can route tickets based on client identifier, priority, or ticket type without exposing one client’s data to another.

Exalate uses outcome-based pricing, meaning you pay for active items currently in sync rather than user counts or transaction volumes. Plans include Trial (free for 30 days), Starter, Scale, Pro, and Enterprise tiers. Each integration between two platforms requires its own plan. Use the pricing calculator to estimate costs for your specific sync volume: https://exalate.com/pricing-calculator/. View detailed plan features at https://exalate.com/pricing-licensing/

Basic integrations can be configured in under an hour. Register at exalate.app, connect both systems, and use Aida to help write sync rules from plain-language descriptions. Complex integrations with custom field mappings, conditional logic, and multi-party connections may take longer to configure properly. For organizations that prefer expert assistance, Exalate offers managed services where integration engineers handle setup and ongoing optimization: https://exalate.com/managed-services/

Yes, Exalate offers multiple support options. All plans include access to documentation and community support. Scale and Pro plans include standard support. For organizations needing hands-on assistance, managed services provide dedicated integration engineers who handle field mapping, configuration, and ongoing optimization. Book a demo to discuss your specific use case with our team. Learn more at https://exalate.com/managed-services/