4.5 on G2 
SOC 2 Type 2 How teams connect Freshservice and GitLab
Pick the setup closest to yours. Each one sends Freshservice tickets or service requests to issues in a GitLab project.
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Tickets
Items sync both ways between Freshservice and GitLab
Issues
Escalate incidents to engineering
When a ticket is found in Freshservice, create a matching issue in GitLab and keep them in sync.
Status and comments sync both ways, so the IT service desk answers the requester from the Freshservice ticket while engineering fixes the GitLab issue.
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Tickets
Items sync both ways between Freshservice and GitLab
Issues
Send root-cause work to engineering
When a ticket is found in Freshservice, create a matching issue in GitLab and keep them in sync.
Status and description stay in sync, so the IT service desk sees on the Freshservice ticket when engineering closes the GitLab issue for the underlying fix.
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Service requests
Items sync both ways between Freshservice and GitLab
Issues
Route change requests to engineering for review
When a service request is found in Freshservice, create a matching issue in GitLab and keep them in sync.
Description and comments stay in sync, so engineers review each requested change in their GitLab project while the Freshservice service request stays current.
Trusted by Fortune 500 companies and global brands
Build ticket escalation workflows in simple steps
Connect your tools, choose what to sync, and launch your flow. No engineering required.
Connect your tools
Define how data flows
Set flow conditions
Review how fields map across tools
Everything Unito syncs between Freshservice and GitLab
Choose which tool creates new items and which way each field syncs, so Freshservice tickets can create GitLab issues while status and comments update both ways. Set rules on field values to decide which tickets and issues sync.
Freshservice
Supported object types
- Tickets
- Service requests
Also syncs
Comments
Attachments
Rich text
Supported fields
Two-way
- Subject
- Description
- Status
- Priority
- Agent
- Tags
- Agent group
- CC emails
- Due by
- First response due by
- Is escalated
- Reply CC emails
- Requested for
- Requester
- Resolution notes
- Spam
- To emails
- Workspace
GitLab
Supported object types
- Issues
Also syncs
- Comments
- Attachments
- Rich text
Supported fields
Two-way
- Title
- Description
- State
- Assignee
- Due date
- Label
- Comment
- Milestone
- Weight
- Related issues
One-way (read only)
- Created by
- Issue number
- Issue ID
- Link to issue
Supported GitLab versions
Real-time data sync with full control, no coding required
Enterprise-grade sync without the complexity
Unlike iPaaS tools, Unito handles data workflows between Freshservice and GitLab at any scale — with easy-to-use rules, intuitive field mapping, and deep configurability tailored for cross-team collaboration between Support and Product teams.
Abstracted complexity
Lower total cost of ownership
Scalability and resilience
in sync
in sync
Enterprise-grade control and reliability
Unito is designed to meet the highest standards of security and performance.
SOC 2 Type 2 certified
GDPR and CCPA compliant
- SSO
- Secure from end to end
- Access controls and flow permissions
- Centralized monitoring tools
- No data stored by Unito
See how teams succeed with Unito
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"Unito’s flexibility and support were critical. They didn’t just provide a tool; they became a partner in solving our workflow challenges."
$595k
saved annually
21k
tasks synced monthly
7.9k
hours saved annually
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"Absolutely love the two-way sync. It allows our pipeline to run seamlessly from Sales to Engineering, while ensuring everyone is on the same page in Salesforce and Jira."
$312k
saved annually
2600
hours saved
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"Unito grants more visibility to executives and projects managers. Syncing Jira and Wrike provided more clarity in our reporting and enables collaboration between teams."
$291k
saved annually
3328
hours saved
-
"We saved more than 40 hours a week after syncing Asana and Jira through Unito. Our engagement with the C-suite was far, far better than expected. "
$218k
saved annually
2236
hours saved
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"Unito isn’t just a nice-to-have—it’s a necessity once you realize how much time and effort it saves."
8.5
weeks IT time saved/year
30-40
ServiceNow licenses saved
9.79x
ROI
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"Unito allows us to use the right project management and development tools so our teams can do their work without changing how they work."
$98k
saved annually
1040
hours saved
See how you can sync Freshservice and GitLab with Unito
Book a demo and watch a Freshservice ticket become a live GitLab issue, with updates syncing both ways in real time.
What to expect
- A 15-30 min call to assess your workflow and integration needs
- A solutions overview of Unito’s sync platform
- Hands-on help to get started and support your evaluation
Frequently asked questions about Freshservice and GitLab
Yes. Unito’s two-way sync can create a GitLab issue automatically whenever a Freshservice ticket or incident meets your rules. Once linked, changes on either side keep both items in sync in real time, with no manual re-entry.
Yes. Unito syncs comments between Freshservice tickets and GitLab issues, with control over private and public visibility, so each team sees the right context without exposing internal notes externally.
Yes. Unito maps native and custom fields exposed through each tool’s API, letting you define what syncs and in which direction. You set the field mapping once and Unito keeps those values aligned both ways.
No coding is required. Unito is no-code, so support or product owners can build and adjust the Freshservice and GitLab flow through rules and field mapping, without engineering or scripts to maintain.
About Freshservice
Freshservice is a cloud-based IT service management platform from Freshworks. Designed for IT teams of any size, it streamlines incident, problem, change, and asset management with an intuitive interface.
Learn more about Unito's Freshservice integrations ↗About GitLab
GitLab is a complete DevOps platform that combines source code management, CI/CD pipelines, security scanning, and issue tracking into a single application. Engineering teams use it to manage the full software development lifecycle.
Learn more about Unito's GitLab integrations ↗