Users can now ingest alerts into Freshservice using email as a channel. This option can be useful when your monitoring tool doesn't support integration with Freshservice via webhooks. 

The incoming emails from monitoring tools can be tracked as alerts, mapped to Freshservice alert fields, and turned into incidents via alert rules. 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 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 email.

Step 4

If you wish, edit the name of the integration and describe what it does. 


Step 5

Use the map alert fields section to extract fields from the email alert and map it to the alert fields present in Freshservice. 

Click here to see examples of how to extract relevant data from emails


Step 6

Customize the criteria for grouping of alerts received via email. Choose from email subject, resource, metric name, node, or message. A maximum of 2 fields can be chosen at a time.

Step 7

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

Step 8

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.

Related: Map email alert fields to Freshservice alert fields