FreshDesk Integration Guide

FreshDesk is an online cloud-based customer service software providing helpdesk support with all smart automations to get things done faster. Integrate AlertOps’ alert management platform with FreshDesk to receive and respond to critical alerts through email, SMS, push notification, and phone alerts. AlertOps ensures that alerts received from FreshDesk always reach the correct, available team member by utilizing escalation policies and on-call schedules.

AlertOps Configuration

  1. From the main menu, click on Integrations and then select Inbound Integrations from the sub menu.
  2. Select API tab
  3. Select the 'ADD API INTEGRATION' button.
  4. You should now be on the API Integration Detail page. Select FreshDesk from the pre-built Integration Templates.
  5. Enter a name for the integration. Select an escalation rule to determine the integration's escalation policy. And, enter the names of recipient group(s) and recipient user(s). Click 'SAVE.' Then, click 'COPY URL' to copy the URL endpoint to be used in the FreshDesk configuration.

Freshdesk Configuration

Step 1: Create a rule to send an alert when a ticket is created. In the FreshDesk Admin screen, click Dispatch'r.

Step 2: Click New Rule

Step 3: Edit the rule. Enter the rule name “Send Tickets to AlertOps on Open”. In the Conditions section, select the radio button “Match ALL of the below”. Select “Status” “is” “Open”. “Description” “Contains” “AlertOps”

Step 4: In the Actions section, select “Trigger webhook”. Callback URL = (your AlertOps URL from the Inbound Integration). Request Type = POST. Encoding = JSON. Content = Simple. Select all of the checkboxes in the content section. Click Save.

Step 5: Create a rule to send an alert when a ticket is closed. In the FreshDesk Admin screen, click Observer.

Step 6: Click New Rule.

Step 7: Enter the Rule Name “Send Tickets to AlertOps on Close”. In the Conditions sections, select “When ALL of these events occur” “Ticket is” “updated” “Status is changed” from “any status” to “closed” and the events are performed by “anyone” and “Description” “Does not Contain” “AlertOps”

Step 8: In the actions sections: Select :Trigger Webhook” Request Type = POST Callback URL = (your AlertOps URL from the Inbound Integration) Encoding = JSON Content = Simple Check all the boxes in the content section. Click save.

Click here to view advanced integration options. 

Alert Triggering Information

AlertOps will automatically create an incident when a new alert is received from Freshdesk with an IncidentStatus status of “trigger.”

Testing and Troubleshooting

Click here to read about Web API Testing and Troubleshooting. 

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