Fresh Service Integration for Lansweeper - now available

[Casslloyd]

Happy new year Lansweeper community!

We are happy to announce that our newest integration, SERVICE TICKET ENRICHMENT for Fresh Service is now available to Lansweeper customers, head over to https://www.freshworks.com/apps/freshservice/lansweeper_app_for_freshservice and follow the install instructions and if you have any feedback, we would love to hear it!

[Dave_LaFleur]

Good morning.  I read through this thread and could use some help.  My company is using Freshservice for our ticketing system.  We worked with Freshservice and their vendor for several hours to try and get Lansweeper Cloud integrated with Freshservice.  While we could get some information to sync, Freshservice is either not getting all the Asset Details or is not able to display it.  When an issue or request is submitted, we want to be able to add an asset or assets to the ticket showing the assets information. Such as the Asset name, Location, Serial number, etc.  Does anyone have this ability with LS Cloud and Freshservice?

[Casslloyd]

Hey @Dave_LaFleur  

Thanks for the question. Our integration is only a enrichment integration, this means that there were a limited number of fields of data that we can enrich a ticket in Fresh. At the time that we built it there was no way to sync large amounts of asset data to Fresh as there was no place for the data to be transformed by Fresh. 
This means that after a ticket has been opened in Fresh you can use the Lansweeper look up field to find an asset in Lansweeper . You can then fetch  Lansweeper data using an asset’s username, serial number, and Mac or IP address and save it in the Freshservice ticket. The data appears in tabular format in a sidebar within the Freshservice interface, enabling users to view basic asset information without having to toggle back and forth between the two applications. To access the full asset details, users can simply click a hyperlink in the ticket or change the request to switch over to Lansweeper.
This may help
Demo - https://youtu.be/XiaFWAP3Edk

• Video: Lansweeper App for Freshservice Demo
• Integration: Lansweeper App for Freshservice

Thanks

Cass

[Dave_LaFleur]

Good morning Cass.  Thank you for your response.  Everything makes sense now.  Do you know if there are plans to have additional details sync with Freshservice, or is it going to stay limited to what is already there?  

[Casslloyd · Accepted solution]

Hey @Dave_LaFleur 

We would love too, but as we know it, the freshservice platform has a limitation, it has no facilliation for middle ware, so cannot perform ETL like functions with integrations as there is "nowhere" for that code to run in the platform. So this significantly limits the functionality we can provide in an integration compared to other products like Service Now or jira service management or Halo ITSM.
If something has changed, we would love to know (if you know anyone at Freshservice you could ask) as we would be very open to working with them to provide a much richer integration and much better data to their cmdb.
Thanks

Cass

[george29]

spent a lot of time with the freshservice team and their asset module. they have a long way to go, glad to see they reached out to you for some integration. i was hoping the integration would have been a sync to the asset module though. 

[lkeyes]

So...based on replies here..I guess I'm still not clear whether there *is* an integration between LanSweeper and Freshdesk?  In our case, we're using LanSweeper on-prem and will be upgrading to FD "Growth"...which is the first level beyond the free Freshdesk level, and which allows access to the FD API.  Either way, we're interested in such integration.  

[dtracey]

as a freshservice and lansweeper user I would be interested to know what the benefits of this are

[Casslloyd]

Hello Lansweeper customer,

Benefits for this integration is that as an issue is created in Jira, taking the MAC, IP or userdetails associated with the issue creation Lansweeper will be queried and the associated asset (and its details) will be synced to the Jira Issue. This means that Jira service desk agents don't have to work blind, without the complete and accurate details of the assets associated with the issue. Additionally Jira agents can query Lansweeper (using IP, Mac or user details) for additional asset details perhaps not first associated and add them to the ticket too. The details returned to Jira from Lansweeper are the basic asset profile, but to be sure we also include the hyperlink for that asset so that the Jira agent can go directly to Lansweeper, and that asset for the complete profile. I hope this helps with understanding the value of this integration, for Jira customers, with Lansweeper. PLease let me know if you have further questions or watch the product demo (via link in the original post). 

[Casslloyd]

Sorry! PLease insert FreshService for where Jira is mentioned 🙂 The features of this integration work the same with regard to service ticket enrichment for FreshService!