Users can now ingest alerts into Freshservice using email as a channel. This option can be useful when your monitoring tool doesn't support integrating with Freshservice via webhooks. The incoming notifications from monitoring tools can be tracked as alerts and they can be turned into incidents via alert rules only when they are required to be actioned upon. This way, you can filter the signal from the noise.
To use this functionality, simply enter the unique email ID generated by Freshservice into your monitoring tool to start collecting the alerts directly into Freshservice. Let’s break down the process into discrete steps.
Head to the Admin panel, scroll down to IT Operations Management, and select Alert Profiles.
If you haven’t created any Alert Profiles till date, follow the instructions in this solution article to create your first Alert Profile.
If you are a returning user, you will see a list of Alert Profiles created so far. Select the Alert Profile to which you want to add an integration using email as a channel for ingesting alerts. If you want to create a new Alert profile, select ‘Create alert profile’ at the top right corner and enter the requisite details.
Select ‘Add integration’ to add a new integration to the selected Alert Profile.
You will see a list of pre-configured integrations, the gateway to custom integration using webhooks, and the latest – integration through email as a channel for ingesting alerts. Select this.
Name the integration, describe what it does, and then select ‘Save & next’.
Copy the email address generated in Freshservice and remember to select ‘Save & Finish’ to get done with the configuration in Freshservice.
Use the email ID that you copied from Freshservice, and configure it in your monitoring tool. If the configuration is done correctly, you should be able to view alerts received via email on the Alerts List page.
Reduce alert noise: Freshservice will group email alerts that have identical subject lines
Reduce incident noise: Freshservice will ingest emails as alerts, not incidents
Meaningful incident creation: Create an Alert Rule with a condition specifying that if the Alert content (subject line) contains a specific string, the alert should be converted into an incident.