TABLE OF CONTENTS

• Overview
• About the integration
  • Key benefits
  • Focus areas
• Prerequisites for integration
• How to install the app

Overview

Freshservice integration with ControlUp enables proactive digital experience management by integrating real-time endpoint and application performance insights directly into Freshservice.

The integration allows IT teams to detect, investigate, and remediate device and application issues from within Freshservice, reducing mean-time-to-resolution (MTTR) and improving employee productivity.

About the integration

This section provides an overview on the key benefits and focus areas.

Key benefits

The ControlUp Integration for Freshservice app enables:

• Reduced IT downtime through proactive incident detection and resolution.

• Enhanced employee productivity to ensure a seamless digital work environment.

• Improved IT service management efficiency with automated incident detection and remediation.

• Improved IT compliance to maintain system health and security across devices.

Focus areas

The ControlUp and Freshservice integration is built for proactive IT service management, which ensures endpoint issues are automatically captured and addressed focusing on:

• Employee-centricity: Focuses on identifying and resolving performance issues before they impact employees. With this integration, agents can quickly resolve performance issues, often before they even impact employees. This employee-centric approach minimizes impact and ensures faster incident resolution.

• Physical endpoints management: Focuses on ensuring optimum device health through automated monitoring and remediation.

Prerequisites for integration

Ensure you have the following, as part of the prerequisites for integration:

• An active ControlUp account.

• Account administrator privileges within Freshservice to initiate the integration.

How to install the app

To install the ControlUp app, follow these steps:

1. Log in to your Freshservice account.

2. Go to Admin > Automation & Productivity > Extensibility > Apps.

3. Or, click the Marketplace Apps icon on the top-right corner, and select Marketplace Apps.

4. Search and select the ControlUp Integration for Freshservice app using the Search apps option.

5. Click Install on the installation page.

6. On the Configuration page, enter the ControlUp organization name in the Organization Name field and Freshservice API key in the Integration User API Key field.

Note: The Script Keyword and Maximum Number of Recently Viewed Devices fields are optional.

7. Click Install.