Serverless for Freshservice

We’re proud to announce that Freshservice now supports Serverless Apps! This platform feature enables building serverless apps that can react to a variety of events and execute custom business logic on the events the app subscribes to. Events can originate from a Freshservice account, the app install lifecycle, or from webhooks triggered anywhere on the Internet. To top it off, the app runs on our infrastructure allowing you to focus on solving customer problems, leaving computing challenges to us.

Prominent Use Cases

Let’s take a look at some interesting use-cases that serverless apps now opens up for Freshservice.

Enhanced Automations: Freshservice enables automation through the workflow automator. With serverless apps, you can create a variety of powerful business automations that cannot be covered by the workflow automator today.

For instance, workflows that require fetching data from sources other than Freshservice itself are now feasible. Specifically, when a ticket is created, an app could check an external repository to decide if the ticket is related to a security issue and set the priority accordingly. Furthermore, automation rules in Freshservice are limited to ticket events. Using serverless apps, you can build workflows that are triggered by events generated from anywhere as long as you can register a webhook for them.

Two-Way Data Syncs: Events, such as ticket creation and update, can be used to synchronize data across multiple products. For example, every time a ticket is created or updated in Freshservice with a certain ticket property, the same ticket can be created or updated in your Freshdesk instance by a serverless app in real time.

Notification and Alerts: Serverless apps could apply custom logic to your alerts and notifications, including choosing when you generate them and how they are generated. You could choose to receive notifications through appropriate channels (email, chat, SMS) when Freshservice or external events occur.

Getting Started with Serverless

We have just launched two serverless apps — Freshdesk for Freshservice and Freshservice for Freshdesk — which have a two-way, on-demand communication. Updated or created tickets from Freshdesk will be sent to Freshservice whenever the conditions defined in the Freshservice app for Freshdesk are met.

Consider an organization, say Acme Corp., that uses Freshdesk as its customer support solution and Freshservice to manage their IT build and change processes. On any day, Acme Corp. manages thousands of customer interactions on Freshdesk. There might be some complaints that need assistance from the internal dev teams or result in changes, especially if a bug is found. Given that the internal teams of Acme work on Freshservice, the entire context of the issue needs to be sent over to Freshservice so that the concerned internal team can work on the same. In addition, any updates from the internal teams need to be communicated to the customer support teams awaiting updates on Freshdesk.

We have also published handy sample apps to help you get started — check out our sample apps repository here.


What will you build with Freshservice using serverless apps?