Streamline your IT support: Freshservice offers a variety of integration options.

In today's fast-moving business environment, the ability to streamline processes, improve productivity and enhance the user experience is crucial. An effective way to achieve these goals is through the use of integrations. Freshservice There are a variety of integration options that allow organizations to create a seamless and efficient digital ecosystem. In this article, we will briefly explore some types of integrations that you can build with Freshservice with other systems.

API integrations
API integrations provide a robust and highly customizable way to connect Freshservice to other systems, tools and applications. With API integrations, you can automate ticket creation, updates, and resolution, synchronize data between platforms, and streamline various support processes.

There are many different ways to integrate another system, for example an ITSM system, with the Freshservice. Below we will explore two of them, direct integrations and the use of an integration platform.

1. Direct integration
   In a direct integration, the API calls are made directly between the two integrated systems. This can make it easier to set up the integration, but it also removes the ability to easily scale the integration.

2. Integration platform (iPaaS)
   When using an integration platform, the API calls are first sent to the platform and then forwarded from there to the target system. This gives flexibility to the integration as the integration platform can transform the data by adding data from another system or by sending it to multiple target systems. There are several different integration platforms on the market targeting different niches. One of them is Logic Apps, which is part of Microsoft Azure. By using Logic Apps, data is not sent to a new third party during the transfer, and there are no additional costs as it is already included in your Microsoft licenses.

Integrations with apps:
There are several apps on the Freshworks Marketplace that can help you integrate with other systems. These apps are often quick to install but offer only basic functionality. Due to the lack of customization, they sometimes cause more frustration than benefit to the administrators. However, if a quick and basic integration is what you are looking for, you should definitely head over to Freshworks Marketplace and check out the available apps. At Synerity Marketplace, you can also easily get an overview of our proprietary apps for Freshservice and Freshdesk.

Integrations with email:
An email integration can also be configured with Freshservice. This is the most basic form of an integration where email messages are sent from Freshservice to another system or vice versa. This type of integration is also the most limited type, as it fills the case with unnecessary information and is also cumbersome for the agents to work with.