Freshservice and SLAtech Vantage: tickets that become tasks

SLAtech Vantage pulls the project's tickets from Freshservice and turns each one into a task: ticket number, subject, original text, requester name and the whole conversation. It is the only integration that also writes back: from the task card you can change the ticket status and send the customer a public reply. Connecting takes a domain and an API key, and the sync runs every five minutes.

What is pulled from each ticket

Every new ticket opens as a task, and a ticket that has already been opened is never opened twice. What comes in:

• The ticket number and subject, plus a link to the ticket itself in Freshservice;
• The original text as written, with its formatting, and the due date if one was set;
• The requester's name and email address. The requester is also added to the project's contacts, with no typing;
• The conversation: every reply on the ticket, with the images and files attached to it. Each round adds only new replies, without duplicates.

Files attached to a ticket are also downloaded to SLAtech Vantage storage in a nightly run, and their text is extracted so the knowledge base can find them.

What is written back to Freshservice

This is the only integration in SLAtech Vantage that also writes towards the system the data came from. From the task card you can do two things:

• Change the ticket status in Freshservice and, if you want, our own work status alongside it;
• Send a public reply to the customer, which appears on the ticket as a response.

Each such action leaves a trace in the task thread: what was sent and when.

An internal note is not sent to Freshservice, and that is a decision, not a gap. A private note written on the ticket comes back on the next sync as an ordinary reply, and its privacy flag is lost. So the internal note stays in SLAtech Vantage only, marked as private.

What stays on the SLAtech Vantage side

The sync updates what belongs to the ticket: subject, requester name, the status as it is in Freshservice, and new replies. It does not touch what belongs to the team's work:

• the work status, department, priority and hours estimate;
• the hours logged on the task, each with the rate locked at the moment it was logged;
• internal notes and the resolution summary.

Hours are not pulled from Freshservice: they are logged in SLAtech Vantage, on the task. Fields that came from the ticket are locked for editing on the card, because their source is the ticket and that is where they get updated.

What the customer sees in the portal

In the portal the customer sees the project's tasks, their status and the hours logged on them. The task card shows the replies of both sides; an internal note is not shown, and neither is the internal split of hours.

The customer can comment on a task from the portal. The comment is saved in SLAtech Vantage and is not sent to the Freshservice ticket: there is one integration key, and a reply sent through it would appear there under the name of whoever connected it, not of the person who wrote it.

How to connect, and the limits

The connection form asks for two things: the Freshservice domain and an API key. The key is stored encrypted and is never shown again to anyone, including the person who entered it. The owner of a self-registered organization can connect Freshservice on their own, from the project's connections screen. Pressing check calls Freshservice right then and shows how many tickets it saw.

• The sync runs every five minutes, so a new ticket arrives within minutes, not instantly.
• When Freshservice limits the request rate, SLAtech Vantage waits and retries, so a large import takes time.
• Older history is brought in by a separate import run that the SLAtech Vantage team performs, not on its own.

Frequently asked questions