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.

Step 1:

Head to the Admin panel, scroll down to IT Operations Management, and select Monitoring Tools.

Step 2:

You are now on the Monitoring Tools list page. Select ‘Add monitoring tool’ to add a new integration.

Step 3

You will see a list of pre-configured integrations, the gateway to custom integration using webhooks, and the option to use email as a channel for alerts. Select this.

Step 4

If you wish, edit the name of the integration and describe what it does. Then scroll down to the section named 'Map alert fields' and click on 'Map alert field'.


Step 5

Use this section set up the parsing and mapping process:

  1. Use the drop-down in 'email source' to choose a component of the email
  2. Apply a Regular Expression to identify and capture a string in a block. Please note that the default expression is (.*) which will assign the value from source to selected fields without any modifications.
  3. Choose the Output from Matchgroups (upto 3) from the Values column. Its output is defined by the number of parenthesis in the Regular Expression.
  4. Select the Alert Fields to which the output is assigned
  5. For Severity Alert Field alone use the expression similar to WebHook.
  6. Validator is present is Values Field which will check for expression and the value presence. The fields will be frozen while validation happens.

Step 6

Copy the email ID generated by Freshservice and configure it in your monitoring tool.

Step 7

Remember to select ‘Save & Finish’ to get done with the configuration in Freshservice. If the configuration is done correctly, you should be able to view alerts received via email on the Alerts List page.