Freshdesk <-> BMC Helix
Bidirectional synchronisation of tickets and incidents between Freshdesk and BMC Helix for aligned support and IT operations.
When your customer support and IT operations teams work in separate platforms, manual rekeying of tickets wastes time and creates the risk of information falling out of sync. This integration pack creates a fully bidirectional connection between Freshdesk and BMC Helix via IntelliPaaS. When a new ticket is created in Freshdesk, a corresponding incident is automatically generated in BMC Helix with all key details including contact, subject, type, status, priority and description. From that point on, any status or priority changes made in either platform are instantly propagated to the other, ensuring both teams always work from the same accurate view.
See Bidirectional Ticket and Incident Sync in Action
- A new high-priority ticket is created in Freshdesk with contact, subject, type, status and description fields populated, and IntelliPaaS automatically creates a matching incident in BMC Helix with all details and priority correctly mapped
- The ticket status is changed from open to pending and the priority lowered from high to medium in Freshdesk, which IntelliPaaS instantly reflects in BMC Helix as updated urgency and status values
- An IT agent updates the incident status to resolved in BMC Helix and IntelliPaaS propagates the change back to Freshdesk, updating the ticket status automatically
Use Case Highlights
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