Create servicenow ticket via email using custom app

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1

How to create an servicenow ticket using base platform freshdesk and integration via email DL looped

Is anyway possible to create by email(DL) - fd custom app - servicenow

Please help with api

2

Hi @Kumar123,

You have mentioned a three-way connection from Email to FD custom app to ServiceNow. Is this connection mandatory, or is the FD custom app not necessary?

  1. The Freshdesk portal has an email channel that supports creating a ticket upon receiving an email.
  2. A new ticket created will trigger the Product Event in the custom app.
  3. The custom app’s serverless function can then create a ticket in ServiceNow. Refer to this tutorial to make an API request from the custom app.
3

Hi @Raviraj ,

Thanks for prompt reply.

We don’t any ticket created as fd tickets,

We like to have an integrate fd custom app to servicenow, if our DL I’d is looped in mail.

Is there are any configurable of mail dl in iparams of custom app to trigger event to create servicenow tickets.

4

@Kumar123 There’s no way to trigger a custom app from email directly.

There are only two entry points to trigger the custom app serverless function.

  1. Product Events triggered in Freshdesk as explained above.
  2. External Events: App listens to webhook trigger from any external system. Webhook URL provided by the app has to be triggered by any other system to trigger the app serverless event.