The Azure DevOps Plugin with Insights app streamlines agent workflows directly within the Freshservice interface, offering essential features such as work item creation, connection commenting, history viewing, and synchronized status and conversation tracking between platforms. Key Features: Work Item Synchronization: Comments made in connected Azure DevOps work items automatically appear as private notes within the corresponding Freshservice ticket. Similarly, any status updates in Azure DevOps are reflected as private notes in Freshservice, ensuring synchronized visibility across both platforms. User-Friendly Interface: The app offers a mobile-optimized interface with two main tabs—Home and Connect Work Item—for easy navigation and quick access to features. Tabs & Functionalities Home Tab: On the home page, agents can initiate work items directly from within Freshservice. A "New Work Item" button in the ticket sidebar opens a list of available work types. When clicked, this button launches a modal where users can select the project and work type for the new work item. Connect Work Item Tab: Agents can connect existing Azure DevOps work items to any Freshservice ticket by searching the work item ID, enabling multiple work items to connect to a single ticket. Add Comments: Users can add comments to all connected Azure DevOps work items directly within Freshservice, ensuring effective cross-platform communication. Work Item Discussion: This feature provides a dedicated modal for viewing the history and comments of connected work items within a Freshservice ticket, accessible from the home page. Status Synchronization: Status updates on Azure DevOps work items, created or connected through Freshservice, are synchronized as private notes in Freshservice tickets. When a work item closes in Azure DevOps, the app automatically updates the Freshservice ticket with the status and closes it. Similarly, closing a Freshservice ticket will close the corresponding Azure DevOps work item. Conversation Synchronization: Comments from Azure DevOps appear as private notes in Freshservice, maintaining a cohesive record across platforms. Conversations added in Freshservice are also transferred to connected Azure DevOps work items. Unlinking Work Items: The app provides an option to unlink work items, stopping the communication between the Freshservice ticket and the Azure DevOps work item. Dashboard & Analytics: The app includes a detailed dashboard, offering the following insights: Monthly Ticket Transfer Analytics: View the number of tickets transferred from Freshservice to Azure DevOps, categorized by month. Duplicate Work Item Tracking: Identify and categorize duplicate Azure DevOps work items connected to multiple tickets monthly, with a top 10 view of frequently duplicated items. Unresolved Work Item Metrics: Track the number of unresolved Azure DevOps work items transferred from Freshservice. Ticket Aging Analysis: Monitor the age of tickets in Freshservice before transferring them to Azure DevOps and view aging work items in Azure DevOps, categorized by various scenarios. This integration provides a comprehensive solution for teams using Freshservice and Azure DevOps, delivering streamlined operations, synchronized communications, and actionable analytics—all in a single, intuitive interface.

1. In the Authorization tab, Enter the Freshservice Domain Name For example, if your Freshservice URL is https://test-example.freshservice.com, the Freshservice Domain Name should be test-example.freshservice.com 2. Enter the Freshservice API key as generated in the Freshservice account For guidance, refer to the link: https://support.freshservice.com/en/support/solutions/articles/50000000306-where-do-i-find-my-api-key- 3. Enter the Azure DevOps Domain Name For example, if your Azure DevOps URL is https://dev.azure.com/test, the Azure DevOps Domain Name should be dev.azure.com/test 4. Enter the Azure DevOps Access token required for authentication. For guidance, refer to the link: https://docs.microsoft.com/en-us/azure/devops/organizations/accounts/use-personal-access-tokens-to-authenticate?view=azure-devops&tabs=preview-page Note: Please ensure that the access token used in the app has the following settings: a) The access level is set to "Basic", with "Project Administrator" permissions across all configured projects. b) The access token is created with full scope to ensure complete functionality. 5. Click the "Validate" button to verify the credentials. On successful validation, the app will redirect to the next tab. 6. In the "Add Workspace" tab, select the workspace where you want to integrate the Azure DevOps Plugin with Insights app. After selecting the workspace, proceed to the next tab. 7. In “Projects” tab, you can set up a webhook for synchronizing project statuses and comments. After configuration, proceed to the next tab. 8. In the Dashboard settings, choose the dashboard access limit type. 9. Once the access limit type is selected, the user can specify which roles, emails, or groups should have the ability to access the dashboard. 10. The app is now fully functional and ready to enhance your Freshservice Tickets management experience.