At my previous job I used the free edition of a ticketing system by I liked it and integrated it with LogicMonitor to create tickets on certain alerts and change the ticket status to pending when I ack the alert and finally ‘close’ the ticket when the alert ‘clears’.


Below is how you configure the ‘webhooks’ in LogicMonitor. Copy and paste in the fields.
You need to add this to an escalation chain to send alerts/info to the ticketing system.

█████ ‘Active’ alerts aka new ██████████

Method: POST


{ “helpdesk_ticket”: { “subject”:”##ALERTID##”, “description”:”##MESSAGE##”, “email”:””, “priority”:1 }}


█████ acked ███████████████

Method: PUT


{ “helpdesk_ticket”: { “status”: 3, “custom_field”:{“note1_138794″:”ack note ##MESSAGE##” }}}

█████ cleared █████████████████

Method: PUT


{ “helpdesk_ticket”: { “status”: 4, “custom_field”:{“note2_138794″:”close note ##MESSAGE##” }}}


x   Include an ID provided in HTTP response when updating alert status
Format: JSON

JSON Path:  item.helpdesk_ticket.display_id



  1. The URL begins with https//.  Also replace ‘’ with your domain that you created on FreshService.
  2. The email should be one of your valid email addresses that FreshService allows to submit tickets
  3. Status=3 means ‘pending’. Status=4 means ‘resolved’, and status=5 means ‘closed’
  4. The note1 and note2 are custom text fields I added in FreshService > Admin > Field templates. The 138794 is my account – replace it with your own that you get back from a ‘get’ command. I needed to do this because the API would not allow to add a ‘note’ and change the status in one step. Also, the API would not allow me to change the ‘subject’ or ‘description’ when updating with the ‘put’ method. Hopefully they’ll add a ‘patch’ method to their API soon.
  5. I learned how to do this with help docs on FreshService website