Pagerduty integration not working

Having worked with support to configure the PagerDuty integrations to freshservice they do not work.

Has anyone managed to get these working? Is there a trick to getting the systems to talk to each other?

Using the PagerDuty integration app, the description states:
Freshservice’s PagerDuty integration ensures that every ticket is attended and gets the attention it deserves. By installing the PagerDuty app:

  • You can sync your PagerDuty incidents with Freshservice and manage all your incidents from your service desk, letting your team handle critical incidents quickly and efficiently.
  • All status changes are automatically reflected on both platforms.
  • Every new ticket created in Freshservice creates a new incident in PagerDuty, bringing its advanced monitoring, SLA-based escalation and alert system into effect.

However we have configured multiple times and we cannot get an event in PagerDuty to trigger a ticket in JustAsk and JustAsk wont configure a ticket in PagerDuty.