> For the complete documentation index, see [llms.txt](https://docs.getint.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.getint.io/guides/integration-synchronization/non-jira-connectors/freshdesk-azure-devops-integration.md).

# Freshdesk Azure DevOps integration

## Integrating Freshdesk and Azure DevOps <a href="#integrating-freshdesk-and-azure-devops" id="integrating-freshdesk-and-azure-devops"></a>

Connecting Freshdesk with Azure DevOps links customer support tickets to development work items, so agents and engineers work from the same record. The integration keeps subjects, descriptions, statuses, priorities, assignees, comments, and attachments aligned between both platforms, removing manual copying between the help desk and the backlog. Agents keep customers informed from Freshdesk while developers track the fix in their own boards.

### Freshdesk Azure DevOps Licensing Model <a href="#freshdesk-azure-devops-licensing-model" id="freshdesk-azure-devops-licensing-model"></a>

The Getint licensing model for Freshdesk and Azure DevOps focuses on predictable costs and scalability:

#### Standard Licensing <a href="#standard-licensing" id="standard-licensing"></a>

* This tier covers a direct integration between one Freshdesk instance and one Azure DevOps instance for a fixed fee. It includes unlimited project and work item synchronization without hidden charges.

You can find more information about our pricing structure here: [Getint Pricing](https://www.getint.io/pricing).

#### Network License <a href="#network-license" id="network-license"></a>

* Designed for managed service providers or large organizations, this option supports three or more instances. It allows for a specific number of connections (e.g., up to 10 instances) and provides the flexibility to swap integrated tools while the license is active.

For more details on licensing, visit our [Licensing Page](https://docs.getint.io/licensing).

### Requirements to Build Your Integration <a href="#requirements-to-build-your-integration" id="requirements-to-build-your-integration"></a>

* **Deployment Options**: Getint provides two ways to host your integration: a managed [SaaS platform](https://app.live.getint.io/) or a self-hosted On-premise version. More information about Getint On-premise [here](https://docs.getint.io/getting-started-with-the-platform/deployment-options/on-premise-deployment).
* **Authentication**: Freshdesk requires an API key, which you enter as the password when creating the connection. Azure DevOps requires a Personal Access Token. You can find the steps to generate the credentials for your connectors here: [Connection Guide](https://docs.getint.io/guides/quickstart/connection#freshdesk).
* **Service Accounts**: Because the integration attributes comments to the user who created the connection, we recommend using dedicated Service Accounts for both instances to maintain a clear distinction between automated updates and individual user activity.

### Setting Up Your Freshdesk Azure DevOps Integration <a href="#setting-up-your-freshdesk-azure-devops-integration" id="setting-up-your-freshdesk-azure-devops-integration"></a>

#### 1. Access the Getint App <a href="#id-1.-access-the-getint-app" id="id-1.-access-the-getint-app"></a>

* Log in at [app.live.getint.io](http://app.live.getint.io/). If you do not have an account, click **Sign up** to create one.
* Enter your details, select the apps you want to connect, and click **Create new workspace**.
* After you create the workspace, go to it to launch Getint.

&#x20;

#### 2. Create an Integration <a href="#id-2.-create-an-integration" id="id-2.-create-an-integration"></a>

* Go to **Workflows** (lightning bolt icon) and click **Create Integration**. From this menu, select **Continuous Sync** or **Data Migration**.

&#x20;

#### 3. Generate a Freshdesk API Key <a href="#id-3.-generate-a-freshdesk-api-key" id="id-3.-generate-a-freshdesk-api-key"></a>

* Log in to your Freshdesk account, click on your profile picture in the top right corner, and select **Profile Settings**.
* In the sidebar on the right, click **View API key**.
* Complete the CAPTCHA verification, if prompted, and copy the API key.

{% embed url="<https://www.loom.com/share/4e102c203b04457caea5530b1e1c04d6>" %}

{% hint style="info" %}
Resetting the API key stops every app that uses it from connecting to your help desk, including Getint. If you reset it, update the Freshdesk connection in Getint with the new key.
{% endhint %}

<br>

#### 4. Generate an Azure DevOps Token <a href="#id-4.-generate-an-azure-devops-token" id="id-4.-generate-an-azure-devops-token"></a>

To integrate Azure DevOps (Server or Cloud), you must provide a token with the necessary permissions. Follow the steps below to generate one:

* Log in to your Azure DevOps organization.
* Open **User Settings** from the profile menu.
* Select **Personal Access Tokens** from the left sidebar.
* Click **New Token** and enter a name for the token.
* Set the expiration and select the appropriate scopes:
  * **Work Items**: Read & Write
  * **Project and Team**: Read & Write
  * **Graph**: Read (required for accurate user data retrieval)
* Click **Create**, then copy and securely store the generated token. This token authenticates and authorizes Getint to access your Azure DevOps organization.
* When configuring the Azure DevOps connection details in Getint, provide the generated token as the password.

{% embed url="<https://www.loom.com/share/de71aa8b806340039b5931b0c9c4c74d>" %}

#### 5. Connect to Freshdesk <a href="#id-5.-connect-to-freshdesk" id="id-5.-connect-to-freshdesk"></a>

* In Getint, click on **Connect App**, choose Freshdesk, and select **Create a new connection**. Enter your Freshdesk instance URL in the **URL** field and click **Next**.
* Provide a name for the connection and paste the API key as the password. Click **Add** to complete, then select the connection.
* Once the connection is established, click **Connect**.

&#x20;

#### 6. Connect to Azure DevOps <a href="#id-6.-connect-to-azure-devops" id="id-6.-connect-to-azure-devops"></a>

* Click on **Connect App** and choose Azure DevOps, then select **Create a new connection**. Enter the URL for the connection and click **Next**.
* Provide a name for the connection, enter your email, and paste the token generated in the previous steps. Click **Add** to complete.
* Once the connection is established, select the Azure DevOps project(s) you want to synchronize from the dropdown menu and click **Connect**.

&#x20;

#### 7. Configure Type Mapping <a href="#id-7.-configure-type-mapping" id="id-7.-configure-type-mapping"></a>

* **Quick Build**: Automatically map fields and types between applications with this feature.
* **Manual Mapping**: Use this feature for full control over the integration. Select **+ Add Type Mapping** to define how your types map between systems. This could include:
  * Freshdesk *Incident* to Azure DevOps *Bug*.
  * Freshdesk *Feature Request* to Azure DevOps *User Story*.

&#x20;

#### 8. Item Routing <a href="#id-8.-item-routing" id="id-8.-item-routing"></a>

If you selected multiple projects on either or both sides, you must define Item Routing. All relevant information about defining conditions is here: [Syncing Many Projects](https://docs.getint.io/getintio-platform/syncing-many-to-many-projects#defining-conditions-in-items-routing).

&#x20;

#### 9. Field Mapping <a href="#id-9.-field-mapping" id="id-9.-field-mapping"></a>

* Review or manually map fields within mapped types, including **title**, **description**, and **assignees**.
* Map the Freshdesk **Subject** field to the Azure DevOps **Title** field. Neither platform allows item creation with a blank title.
* Freshdesk requires three fields for ticket creation. Map each one, or the synchronization run can fail:
  * **Requester**: Azure DevOps has no requester field, so set a fixed value, such as the email address of a Freshdesk contact, for tickets created from Azure DevOps.
  * **Status**: Set a fixed value of *Open* for ticket creation only, so the value is not applied again when tickets are updated. Status changes after creation follow the status mapping in step 11.
  * **Priority**: Map the Freshdesk **Priority** field to the Azure DevOps **Priority** field. For example, Freshdesk *Urgent* to Azure DevOps *1*, and Freshdesk *Low* to Azure DevOps *4*.
* For more on fixed values, see the [Troubleshooting Guide](https://docs.getint.io/support-legal-and-others/troubleshooting-guide-for-getint-users#how-to-provide-a-fixed-value-for-a-field).
* Define the synchronization flow for each field, using the arrows in the middle and selecting **Apply**.

{% hint style="warning" %}
**Inline images** aren't supported for the **Description** field.
{% endhint %}

#### 10. Assignee Mapping <a href="#id-10.-assignee-mapping" id="id-10.-assignee-mapping"></a>

* Use the assignee mapping option to match Freshdesk agents to Azure DevOps assignees. For more details, visit our doc: [Assignees (users) mapping](https://docs.getint.io/getintio-platform/workflows/assignees-users-mapping).

#### 11. Status Mapping <a href="#id-11.-status-mapping" id="id-11.-status-mapping"></a>

* Map status fields to align between Freshdesk and Azure DevOps. For example, Freshdesk *Open* could be mapped to Azure DevOps *Active*, Freshdesk *Resolved* to Azure DevOps *Resolved*, and Freshdesk *Closed* to Azure DevOps *Closed*.
* Available Azure DevOps states depend on the process template of your project (Basic, Agile, Scrum, or CMMI). Review the states in your project before mapping.
* You can also configure the status direction to support unidirectional transitions instead of bidirectional updates.

#### 12. How to Manage Comments & Attachments <a href="#id-12.-how-to-manage-comments-and-attachments" id="id-12.-how-to-manage-comments-and-attachments"></a>

* Comments are enabled by default. You can configure these settings to match your organization's needs, such as selecting unidirectional or bidirectional sync and filtering by criteria like creation date, author, or visibility (public/private).
* To synchronize attachments, toggle on the **Synchronize attachments** setting and choose the sync direction.

{% hint style="info" %}
Freshdesk separates public replies from private notes. Use the visibility filter to decide whether private notes reach Azure DevOps, and to control whether comments created in Azure DevOps land in Freshdesk as public replies or as private notes.
{% endhint %}

#### 13. Advanced Tab <a href="#id-13.-advanced-tab" id="id-13.-advanced-tab"></a>

* Enable **Customize create/update actions** to manage item synchronization. This allows for specific rules, such as one-way creation for the left application combined with bidirectional updates.

&#x20;

#### 14. Filtering <a href="#id-14.-filtering" id="id-14.-filtering"></a>

It is possible to filter the synchronization to customize it to your needs and requirements. Please see the doc [Items Filtering](https://docs.getint.io/getintio-platform/workflows/filtering-items-for-integration-in-getint) for more details.

**UI Filtering Option:**

* Click on the filtering icon near the app icon in your integration. This will apply to that side of the integration.
* Select whether the filtering applies to *All*, *New*, or *Synced* items.
* Note that if the option **New items** is selected, the filtering will apply only to the new items, and the already synced items will continue to sync and update. If the option **Synced items** is selected, only the already synced items will be updated based on that filter.
* Choose the options and add the value for the filter. It is possible to filter more than one option for each field.
* Select **Apply** after creating the filters, and **Save** the integration.

&#x20;

#### 15. Test the Integration <a href="#id-15.-test-the-integration" id="id-15.-test-the-integration"></a>

* Create a test ticket in Freshdesk and a test work item in Azure DevOps, then observe how they synchronize.
* Confirm that tickets created from Azure DevOps arrive in Freshdesk with the expected requester, status, and priority.
* Update a mapped field, add a comment, and attach a file on each side to confirm the direction and visibility settings behave as configured.
* Change the status on one side and confirm the linked item transitions on the other side.
* Monitor the integration status and the logs in Getint to verify that everything functions as expected.

&#x20;

### Conclusion <a href="#conclusion" id="conclusion"></a>

Following this guide lets you set up the Freshdesk-Azure DevOps integration with Getint. This configuration keeps support tickets and development work items synchronized, so agents and engineers act on the same information without leaving their own tool.

For further assistance, please contact us at the [Support Center](https://getint.io/help-center) or [Schedule a Demo](https://calendly.com/d/cpws-jb2-8xx/demo-call-all-team).

<figure><img src="https://4106311246-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MR6Z9V8zLATPQPOGSDf%2Fuploads%2F9OSEDBl869gRue9mQAwv%2FGetint%20Yellow%20Banner.png?alt=media&amp;token=9cc42142-6e48-4931-8fd5-cbf7dcf4cdc1" alt=""><figcaption><p><a href="https://calendly.com/d/cpws-jb2-8xx/demo-call-all-team
">Start your integration journey. Schedule a free consultation with our Getint Integration Expert today!</a></p></figcaption></figure>


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