{"id":36787,"date":"2025-04-15T08:11:34","date_gmt":"2025-04-15T12:11:34","guid":{"rendered":"https:\/\/www.eginnovations.com\/blog\/?p=36787"},"modified":"2025-04-18T03:56:04","modified_gmt":"2025-04-18T07:56:04","slug":"eg-enterprise-alerting-integrates-with-yet-more-itsm-ticketing-systems-including-bigpanda-and-freshservice","status":"publish","type":"post","link":"https:\/\/www.eginnovations.com\/blog\/eg-enterprise-alerting-integrates-with-yet-more-itsm-ticketing-systems-including-bigpanda-and-freshservice\/","title":{"rendered":"eG Enterprise Alerting Integrates With Yet More ITSM Ticketing Systems, Including BigPanda and Freshservice"},"content":{"rendered":"
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Just a quick blog to let you know that eG Enterprise v7.5 has introduced support for further ticketing systems \u2013 including for popular ITSM solutions<\/a> such as BigPanda and Freshservice.<\/p>\n

<\/span>eG Enterprise Monitoring \u2013 BigPanda Integration<\/span><\/h2>\n

BigPanda<\/a> is an ITOps platform. You can think of BigPanda as a \u201cManager of Managers\u201d software platform, designed to help companies consolidate alerts, identify root causes of issues, and help IT helpdesk and DevOps teams prioritize and troubleshoot incidents more efficiently and effectively.<\/p>\n

eG Enterprise uses the BigPanda IT Service Management Alert Event API<\/a>, tickets can be created, updated or closed by the eG Enterprise AIOps-powered observability platform. When eG Enterprise closes a problem, the corresponding incident is automatically marked as \u201cOK\u201d (Resolved) in the BigPanda ITSM platform. This tight integration ensures that alerts are promptly addressed and service tickets remain synchronized across and between platforms.<\/p>\n

\"Graphic<\/p>\n

Figure 1: BigPanda accepts and manages data from products that provide integrations for it, such as Nagios, New Relic, AWS CloudWatch, Splunk, Solarwinds and now eG Enterprise.<\/div>\n

\"Screenshot<\/p>\n

Figure 2: eG Enterprise alerts will automatically appear in the BigPanda console as shown above.<\/div>\n

<\/span>eG Enterprise Monitoring \u2013 Freshservice Integration<\/span><\/h2>\n

Freshservice from Freshworks is a cloud-based IT service management platform. It is often used as an IT Help Desk and service management solution that enables organizations to simplify their IT operations and delivery of employee services.<\/p>\n

Freshservice and Freshdesk are both Freshworks products; Freshservice focuses on IT service management (ITSM), while Freshdesk is primarily focused on customer support and helpdesk operations. See Freshwork\u2019s own site for more details on the differences: Freshdesk Vs. Freshservice: Which Is Right for Your Business? | Freshworks<\/a>.<\/p>\n

Support for Freshservice means that eG Enterprise now integrates with both products, as well as many others from other vendors.<\/p>\n

\"A<\/p>\n

Figure 3: You\u2019ll find the full list of trouble-ticketing and ITSM systems integrated with eG Enterprise in the administration tab of the main eG Enterprise unified console.<\/div>\n

<\/span>How eG Enterprise Integrates Monitoring Alerts with Multiple ITSM Systems<\/span><\/h2>\n

Unlike many monitoring tools eG Enterprise\u2019s integrations are not limited to using a single ITSM system such as Freshservice, ServiceNow ITSM, Autotask, JIRA or others. This ability to integrate with multiple ITSM and ticketing systems is particularly useful for SaaS and MSP (Managed Service Provider) deployments where each tenant\/customer may have had their own preferred ITSM or notification system. ITSM integrations can be done for a specific Organization, Organizational Unit, or even User. Alerts for only components associated with that entity are passed to the ITSM tool.<\/p>\n

\"Image<\/a><\/p>\n

Figure 4: ITSM integrations can be associated with entities on a highly-granular basis to ensure eG Enterprise provides visibility to the whole business within existing processes.<\/div>\n

<\/span>Support for Your Choice of ITSM Tooling to Manage Alerts and IT Incidents<\/span><\/h2>\n

Our latest version adds support for new ITSM tools including: Freshservice from Freshworks<\/a> and BigPanda<\/a>. Joining our existing support for:<\/p>\n

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