Loading full navigation.

Autonomous IT is here. The alert loop ends now. LEARN MORE

Partners

Docs

LM Academy

LM Community

Pricing

Platform
Solution
Industry
Role
There is no result.

Edwin AI Freshservice Integration

Last updated – 14 September, 2026

Use the LogicMonitor Edwin AI Freshservice Integration to send, update, and correlate IT service tickets within your Freshservice environment. The integration supports bi-directional ITSM workflows, enabling Edwin AI to automatically create or update tickets based on alerts, incidents, and correlation logic, while also accepting inbound ticket updates when supported.

This integration supports outbound ticket actions using the ConnectWise REST API and includes field mapping, authentication requirements, and customizable ticket operations. Configure a Freshservice webhook, then configure actions and rules in Edwin AI to create automated responses, alert enrichment, and cross-platform incident correlation in real time.

This integration supports structured JSON payloads using the Edwin Common Event Format (CEF) to enrich event data.

Requirements for Configuring Edwin AI Freshservice Integration

To configure the Edwin AI Freshservice Integration, you need the following:

Configuring Edwin AI Freshservice Webhook

  1. Create a Webhook in Freshservice.
    For more information, see Using Webhooks with the Workflow Automator from Freshservice.
  2. Include the following details in the webhook:
    • client_id—Edwin API client ID
    • client_secret—Edwin API client secret
    • auth token URL (POST)—https://${orgId}.dexda.ai/auth/token
    • endpoint URL (POST)—https://${orgId}.dexda.ai/integration/Freshservice

Configuring Freshservice Integration Credentials in Edwin AI

  1. In LogicMonitor, navigate to Edwin AI.
  2. Select Settings > Integrations.
  3. Select Configure for Freshservice.
  4. In the Name field, enter a name the Freshservice integration.
  5. In the Description field, enter a short summary of the integration.
  6. Enter the following connection details from Freshservice:
    • URL
    • API Key
  7. Select Save. 

Edwin AI includes Freshservice API credentials as part of outgoing payloads. Verify and manage integrations by selecting your configured integrations from the Integrations settings.

Configuring a Create Freshservice Alert Action

  1. Create a new Edwin AI Action.
    For more information, see Creating and Editing Action in Edwin AI.
  2. From the Source dropdown menu, select “FreshserviceTicket.”
  3. From the Add Action dropdown menu, select “Create Freshservice Ticket.”
  4. In the Mapped Fields section, add mapped fields to specify what information to include in the payload to Freshservice.
    You can use the following supported fields:
Freshservice FieldData TypeNotes
idstringPresent in response, generated by Freshservice
subjectstringRequired in request body
descriptionstringRequired in request body
statusinteger2=Open, 3=Pending, 4=Resolved, 5=Closed
priorityinteger1=Low, 2=Medium, 3=High, 4=Urgent
impactinteger1=Low, 2=Medium, 3=High
urgencyinteger1=Low, 2=Medium, 3=High
sourceintegerSpecifies the channel.
For example, 1=Email.
urlstringPresent in response, constructed by backend
emailstringRequired in request body (if requester_id is not set).
User entity must have been created first in Freshservice instance.
resolution_notesstringMandatory when trying to resolve or close a ticket.
group_idintegerGroup entity must have been created first in Freshservice instance.
wourkspace_idintegerWorkspace entity must have been created first in Freshservice instance.
requester_idintegerRequired in request body (if email is not set).
User entity must have been created first in Freshservice instance.
publicnotestring Internal custom field to add a conversation through the Update path.
  1. Select Submit.

Edwin AI creates a new ticket in Freshservice with details from the Mapped Fields whenever Edwin AI generates a new alert.

Note: You can use these steps to create an Edwin AI action that updates existing Freshservice tickets when a corresponding Edwin AI alert changes status.