The most straightforward way to do this is to see if Fresh Service has an email ingestion service. That way you can setup an escalation chain with that email address and use alert rules to send specific alerts to that escalation chain.
The 2nd option, which is better but slightly more complicated, is to see if Fresh Service has an API endpoint where you can post tickets. If they do, you'll setup a custom http integration. You setup the information to get posted into the ticket, add the integration to a stage of an escalation chain and use alert rules to send specific alerts to that escalation chain.
