Freshservice

Freshservice’s Workflow Automator can trigger a webhook with a fully custom JSON body on incident events — a good fit since Freshservice has a native “Incident” concept, unlike a general support-ticket queue. The payload field itself only does flat placeholder substitution (no inline logic), but the Workflow Automator’s condition nodes do support real branching — so one workflow, with a condition on ticket priority/status, can route to different Trigger Webhook actions with different hardcoded severity/status values, instead of needing several separate top-level workflows.

See API Overview for authentication and finding your Account ID/Team ID.

Configure the Webhook in Freshservice

1. In Freshservice, go to Admin → Workflow Automator and create a new workflow scoped to Incidents.
2. Set the trigger to the incident event you want to page on (e.g. incident created or updated).
3. Add a condition node checking Priority (or Status), with a branch per value you care about (e.g. Urgent, High, Medium/Low).
4. On each branch, add a separate Trigger Webhook action, using the custom/advanced request body mode (not the simplified field-picker mode) — same URL and header on every branch, only severity/status differ.
5. Set the URL to https://api.opsfusion.cloud/v1/account/YOUR_ACCOUNT_ID/push/alert on each webhook action.
6. Add a header to each: Authorization: YOUR_API_KEY.
7. Enter the matching JSON body (below) on each branch’s webhook action.

Payload Template

Branch: Priority is Urgent

{
  "teamId": YOUR_TEAM_ID,
  "title": "{{ticket_subject}}",
  "description": "{{ticket_description}}",
  "severity": 1,
  "status": 1,
  "labels": {
    "ticket_id": "{{ticket_id}}",
    "priority": "{{ticket_priority}}"
  }
}

Other branches: identical, with severity set to 2 (High) or 3 (Medium/Low) to match that branch’s condition. If you also want auto-resolve, add a second condition node on ticket status (Resolved/Closed) with its own webhook action per branch, status: 3.

This still can’t compute severity/status from a single formula the way a couple of the other integrations in this section can (Freshservice’s condition nodes route to different actions, they don’t let a payload field reference the branch result inline) — but keeping it to one workflow with multiple branches is simpler to maintain than one workflow per priority level.

Field Mapping

OpsFusion field	Freshservice source
teamId	Hardcoded per webhook action
title	{{ticket_subject}}
description	{{ticket_description}}
severity	Hardcoded per branch, based on the condition node’s Priority match (Urgent → 1, High → 2, Medium/Low → 3)
status	Hardcoded per branch, based on which trigger/condition it’s under (incident opened vs. resolved)
labels	{{ticket_id}}, {{ticket_priority}}

Troubleshooting

• Test button looks like it worked, but nothing shows up in OpsFusion: Freshservice’s built-in “test webhook” sends static sample data, not a real ticket — it only confirms the URL/headers are reachable, not that your placeholders resolve correctly. Trigger a real (or sandbox) incident to confirm end-to-end.
• Wrong severity/status arrives, or nothing arrives at all: check the workflow’s execution log to see which condition branch actually fired — a common mistake is two branches with overlapping conditions (e.g. “Priority is High” and “Priority is not Low”), where the ticket matches both and only one webhook action runs.
• Rate limiting: Freshservice webhooks are capped at 1000 calls/hour per account — high alert volume workflows should batch or filter before this limit becomes a problem.
• Retries on failure: Freshservice automatically retries a failed webhook call up to 4 times (at roughly 3, 5, 9, and 17 minutes), with a 15-second timeout per attempt — a slow OpsFusion response won’t silently drop the alert, but it can arrive noticeably late.

Support

For integration support:

• Email: support@opsfusion.cloud
• See Send Alerts for the full API reference