SmartTile opens one Freshdesk ticket per site outage — in your group, for your product, at your priority — adds every device that drops, and posts a private note when the site is back.
Support teams on Freshdesk work the queue in front of them. If the network alert lives somewhere else, it waits. ServiceAutomate connects SmartTile to your own Freshdesk — per company, entered by you in the portal — so an outage arrives as a ticket in the right group, for the right product, already saying which site, device and circuit.
| The moment | Today | With ServiceAutomate |
|---|---|---|
| A site goes down | Someone reads an alert and types a ticket, if they notice. | A ticket opens when SmartTile opens the SmartChoice ticket for that site: your requester, group, agent, product, type, priority and tag, with the affected devices, circuit and carrier ticket in the description. |
| More devices drop | One ticket per device. | Devices that fail later at the same site are added to the same ticket as a private note. |
| It comes back | Someone checks and closes it. | A private RESTORED note with the time, the duration and the circuit. Your agent resolves the ticket. |
| It drops again tomorrow | A new ticket; the history is split. | Within 48 hours the previous ticket is re-opened with a note saying why — or noted, or a new one, per your Ticket Flow policy. |
| An agent adds a note | The NOC working the carrier never sees it. | Read every 5 minutes and carried to the SmartChoice ticket — marked, carried once, and in the ledger. |
Your domain (the "acme" in acme.freshdesk.com — read it from the address bar) and your API key: avatar → Profile settings → Your API Key. ⓘ help on each field.
Named checks — authentication, tickets readable, groups readable — so a failure tells you which permission the agent is missing, not just a status code.
Your groups, agents and products are read back so every dropdown shows names, not ids. Set up my workflow picks a NOC-looking group, your first product and ticket type Incident for anything left blank.
Open a test ticket to see the result with your workflow; then Send tickets here. Stop sending tickets here switches it off without deleting anything.
Requester: noc@example.com · Group: Network · Product: Managed Network
Type: Incident · Priority: High · Tag: smarttile
Devices down at Head Office: FG-60F Head Office (10.0.0.1) — circuit CKT-000123
SmartChoice reference: Rev.io ticket 83421 · Carrier ticket 0987654
Opened as your requester (Freshdesk needs one on every ticket), in your group, to your agent, for your product, with your ticket type and the priority you set for a device DOWN (High by default).
Every affected device with its IP and circuit, the site, the carrier's own ticket number when SmartTile has one, and the SmartChoice ticket reference.
Join notes, restoration notes and CarrierAutomate updates are private notes. Switch it off only if you want them sent as public replies to the requester.
Your agents' notes and replies are read from the ticket's conversations and carried to the SmartChoice ticket and your other connected ITSM systems; notes from those systems come back onto this ticket.
/agents · /groupsTest connection and routing lists/productsProduct list for the settings screen/tickets?per_page=1Confirm the ticket queue is readable/ticketsOpen the outage ticket/tickets/{id}/notesPrivate notes: join, restore, carried/tickets/{id}/conversationsRead notes back (every 5 min)/tickets/{id}Is the previous ticket still open?/tickets/{id}Re-open a recent ticket/groups · /contactsOnly if you allow provisioning (off by default)Each company connects its own Freshdesk. The API key is encrypted at rest against that company and never shown again — the screen shows ••••••••. Only company (or reseller) admins can change it.
Left off (the default), SmartTile only reads your helpdesk and writes tickets and notes. Switched on, provisioning creates just a group and the requester contact.
Per company: Send tickets here / Stop. Fleet-wide: the Freshworks engine switch in Engine Safety halts every Freshworks call, no redeploy.
Tickets opened and notes carried in are rows in the Automation Audit Ledger, scoped to the viewer's companies. The ServiceAutomate Lab proves create → note → read-back → close on your account first.
| Objection | Answer |
|---|---|
| “Will our customers get monitoring e-mails?” | No — updates are private notes unless you switch that off. |
| “One outage, twenty tickets?” | One ticket per site; later devices join it; a repeat inside 48 h re-opens the last ticket. |
| “We don't want SmartTile changing our helpdesk.” | It does not, unless you turn provisioning on — and then only a group and a contact. |
| “Who closes the ticket?” | Your agent. SmartTile tells them it is back up, with the duration. |