Configuration in Freshservice:

  1. Click on Admin > Alert Profiles > Create a New Alert Profile or open an existing Alert Profile.

  2. Click on Add Integration to select the tool to integrate with

  3. Select New Relic in the tool selection page. 

Configure Incoming Alerts:

This step involves configuring the content of the alert sent from New Relic to be restructured in Freshservice.

  1. In this screen, enter a Name and Description for your integration with New Relic. 

  2. By default, Freshservice displays a sample alert to show the default structure in which alerts are sent from New Relic. 

  3. If you have configured a different alert payload content in New Relic, copy and paste the same to allow Freshservice to reconstruct it in the next screen else click on Save & Next.

Map Alert Fields:

In this step, you can configure the alert information that you want to see in Freshservice to be able to effectively resolve any issue. 

  1. You can find New Relic alert fields mapped to Freshservice alert fields by default.

  2. To edit this or to map more fields, you can click on the ‘+’ icon on hovering over each field and select the fields to map

  3. If you do not have any changes, click on Save & Next.

Map Alert Severity:

Severities help you understand how quickly an issue has to be acted upon. By mapping the equivalent alert severity of NewRelic in Freshservice, you can filter alerts based on these values.

  1. By default,  you can find the New Relic alert severities mapped to Freshservice’s alert severities.

  2. You can edit or enter your required values and click on Save and Next.


  • If the severities do not match, alerts will be created with "Warning" severity.
  • On receiving a notification with "OK" severity, alerts created in Freshservice will be automatically resolved.

Authorise Integration:

  • On completing the above-mentioned configuration steps, copy the Authorization token and Endpoint URL to be configured in New Relic as mentioned below.
  • Click on Enable to complete the configuration in Freshservice.

Configuration in New Relic APM:

  1. In New Relic, click on Alerts > Notification channels > New Notification Channel

  2. Select Channel type as Webhook

  3. Set a Channel name

  4. In the Base URL field, paste the copied Endpoint URL from Freshservice

  5. In the Custom Headers section, enter Name as Authorization and in the Value field, paste the Auth token copied from Freshservice without the word Authorization in it.

  6. Add another row and enter Name as Content-Type and Value as application/json

  7. In the Use Custom Payload section, click on Add Custom Payload

  8. New Relic displays its default payload on selecting this

  9. In the payload type, select JSON

  10. Click on Create Channel

Setting webhook as the notification channel for your alerts

  1. On clicking on Create Channel, the Alert Policies tab will be displayed

  2. Clicking on Add Policies

  3. It will display a list of all the Alert Policies that you have previously created. 

  4. Select the Alert Policies for which you want to send alerts to Freshservice and click on Save Changes.

  5. Click on Alerts tab > Alert Policies > Notification Channel > Open the webhook channel that you created

  6. Scroll to the bottom to find “Send a test notification” link

  1. Click on this link to send a test notification to Freshservice to confirm that the integration is successful.

On successful creation of an alert in Freshservice, you will get this confirmation in NewRelic