In most organizations, IT support goes far and beyond just managing assets and resolving minor incidents. When incidents involve bugs, enhancements or feature requests collaboration with engineering teams becomes critical in resolving the issue. When IT Projects are run in collaboration with the developers, transparency between the teams is challenged due to their traditionally siloed structures. 


Freshservice-Freshrelease integration breaks the walls between IT and development teams by enabling IT teams to run projects with development teams to resolve issues and to deploy changes in an agile way. Incidents, problems, and changes can be associated with work items in Freshrelease projects which seamlessly enable context plugging on both ends. 


Agents can get an exact timeline of when an issue will be resolved by tracking the associated work item’s progress right from the ticket, problem or change view. Developers can view all the tickets associated with a work item to better understand and prioritize the issue at hand. 


How Can You Set up the Integration?


Step 1: Getting Started

  • Under Admin settings, navigate to Helpdesk Productivity > Freshrelease


  • If you’re new to Freshlease, hit Get started. A new Freshrelease trial account is created and integrated with your account right away, and you can start exploring the product.
  • If you have an existing Freshrelease account, click on Been using Freshrelease? Then, jump right in! to begin the integration process.


  • Now you’ll be lead to the account credentials window where you can enter your Freshrelease account’s Domain and the API key. You can find the API key under profile settings in Freshrelease.

  • Click on Authenticate to complete the integration. 


Step 2: Adding Projects to Freshservice


Engineering teams run multiple projects on Freshrelease of which very few would be relevant to IT teams. Under the Projects tab, search and add Freshrelease projects to associate work items from tickets, problems, and changes modules of Freshservice. 



Step 3: Adding Agents to Freshrelease


Under the Agents tab, search and add agents who will be collaborating with the engineering teams by associating work items from Freshservice to Freshrelease. These agents can collaborate with developers using @mentions in Freshrelease.




Note:

  1. If your IT agents are Freshrelease users already, you can start collaborating with development teams right away with complete access to run and manage projects using Kanban boards, project roadmaps and more.

  2. If your Agents are not Freshrelease users, add them as free guest-users to Freshrelease for a read-only view into all items in a project. IT agents can associate work items in a Freshrelease project from Freshservice and @mention developers to collaborate.


How Does This Integration Work?


To solve collaboration issues between IT and Engineering teams, this integration plugs context from Freshrelease to Freshservice by enabling agents to associate Freshrelease work items with tickets, problems, and changes.


To Associate a Work Item,

  • Open the ticket, problem or change you want to work on.

  • From the Associate menu, select Freshrelease Item.



  • In the Associate a Work Item window, select the project to which you want to add a work item. Please note that work items can be added only to projects you have added to Freshservice under Admin > Helpdesk Productivity > Freshrelease > Projects Tab.
  • Now, enter the Work Item’s Name to either search for an existing work item or to create a new one in the Freshrelease project that you have selected. You can associate multiple tickets, problems or changes to one work item.

  • Choose a Work Item Type. (Bugs, Infrastructure issues, etc)

  • Choose an Assignee from Freshrelease. An assignee will be a user in Freshrelease to whom your work item will get assigned to.

  • Choose an Agent who is creating and associating this work item from Freshservice.

  • Click on Submit to create the work item.




To View Work Items Associated With a Ticket,

  • Open the ticket, problem or change you want to work on.

  • Click on the associations tab to view all the associated work items.

  • Click on an item to view various properties of the work item. 

  • You can also click on the work item ID to have a read-only view of it on Freshrelease. You can @mention Freshrelease users to collaborate with them here.


  • To unlink a work item,  click on it. On the Work Item Properties window, click onand select unlink. You can also unlink a work item by clicking onbutton.