Freshdesk Azure DevOps integration
Integrating Freshdesk and Azure DevOps
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
The Getint licensing model for Freshdesk and Azure DevOps focuses on predictable costs and scalability:
Standard Licensing
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.
Network License
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.
Requirements to Build Your Integration
Deployment Options: Getint provides two ways to host your integration: a managed SaaS platform or a self-hosted On-premise version. More information about Getint On-premise here.
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.
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
1. Access the Getint App
Log in at 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.
2. Create an Integration
Go to Workflows (lightning bolt icon) and click Create Integration. From this menu, select Continuous Sync or Data Migration.
3. Generate a Freshdesk API Key
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.
4. Generate an Azure DevOps Token
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.
5. Connect to Freshdesk
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.
6. Connect to Azure DevOps
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.
7. Configure Type Mapping
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.
8. Item Routing
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.
9. Field Mapping
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.
Define the synchronization flow for each field, using the arrows in the middle and selecting Apply.
Inline images aren't supported for the Description field.
10. Assignee Mapping
Use the assignee mapping option to match Freshdesk agents to Azure DevOps assignees. For more details, visit our doc: Assignees (users) mapping.
11. Status Mapping
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
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.
13. Advanced Tab
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.
14. Filtering
It is possible to filter the synchronization to customize it to your needs and requirements. Please see the doc Items Filtering 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.
15. Test the Integration
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.
Conclusion
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 or Schedule a Demo.
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