Add An Outbound Integration
- In the menu bar, hover over Integrations and click Outbound Integrations.
- From the Outbound Integrations screen click Add Outbound Integration
- Enter the Service Name "FreshDesk"
- Select the Basic Web Security Type.
- Enter the FreshDesk user name. This user must have permissions to create and modify tickets.
- Enter the FreshDesk user password.
- Click Save Service
Add a 'Create Ticket' Method
- From the Service Detail screen, click Add Method.
- Method Name = Create Ticket
- Service Type = REST
- Template Type = Standard Template
- URI = https://(your freshdesk subdomain).freshdesk.com/helpdesk/tickets.json
- Content Type = JSON
- Web Method = POST
- Response Data Type = JSON
- Response Action = Check Update Alert Fields
Content Data:
{
“helpdesk_ticket”:{
“description”:”<<Message.MessageText>>”,
“subject”:”<<MessageThread.Topic>>”,
“email”:”robertc@alertops.com”,
“priority”:4,
“status”:2
}
}
Response Data:
{
“helpdesk_ticket”:{
“display_id”:”<<MessageThread.SourceIdentifier>>”
}
}
Add a 'Close Ticket' Method
- From the Service Detail screen click Add Method.
- Method Name = Close Ticket
- Service Type = REST
- Template Type = Standard Alert
- URI = https://(your freshdesk sub domain).freshdesk.com/helpdesk/tickets/<>.json
- Content Type = JSON
- Web Method = PIT
- Response Data Type = JSON
- Response Action = NONE
- Content Data: NONE
- Response Data: NONE
Create the Assign Ticket Method
- From the Service Detail screen click Add Method
- Method Name = Assign Ticket
- Service Type = REST
- Template Type = Standard Alert
- URL = https://(your freshservice sub domain).freshdesk.com/helpdesk/tickets/<>/conversations/note.json
- Content Type = JSON
- Web Method = POST
- Response Data Type = JSON
- Content Data: NONE
- Response Data: NONE
Create the Add Note Method
- From the Service Detail screen click Add Method.
- Method Name = Add Note
- Service Type = REST
- Template Type = Standard Alert
- URL = https://(your freshservice sub domain).freshdesk.com/helpdesk/tickets/<>/conversations/note.json
- Content Type = JSON
- Web Method = POST
- Response Data Type = JSON
- Content Data: NONE
- Response Data: NONE
Create the Close Ticket Workflow
- From the Workflows List screen, click Add
- Workflow Name = FreshDesk Close Ticket
- Workflow Type = Message Thread
- Template = Standard Alert
- Schedule Type = None
- Recurrence Interval = 0
- Enabled = Checked (can only be set after the rest of the screen is completed)
- Start Condition = Add
- MessageThreadStatusType = Closed AND
Add an Action
- Action = Outbound Service Notification
- Outbound Action =- FreshDesk – Close Ticket
- Message Text:
{
“helpdesk_ticket”: {
“status”:5
}
}
Add the Assign Ticket Workflow
- From the Workflows List screen click Add
- Workflow Name = FreshDesk Assign Ticket
- Workflow Type = MessageThread
- Template = Standard Alert
- Schedule Type = None
- Recurrence Interval = 0
- Enabled = checked (can only be set after the screen is complete)
- Start Conditions = Add
- MessageThreadStatusType = Assigned AND
Add an Action:
- Action = Outbound Service Notification
- Outbound Action = FreshDesk – Assign Ticket
- Message Text:
{
“helpdesk_note”: {
“body”:”Ticket has been assigned to <<MessageThread.OwnerUserName>>”,
“private”:false
}
}
Add the Delivery Status Update Workflow
- From the Workflows List screen click Add
- Workflow Name = FreshDesk Delivery Status Update
- Workflow Type = DeliveryAttempt
- Template = Standard Alert
- Schedule Type = None
- Recurrence Interval = 0
- Enabled = checked (can only be set after the screen is complete)
- Start Conditions = Add DeliveryStatusType = Sent OR
- Start Conditions = Add DeliveryStatusType = Delviered OR
- Start Conditions = Add DeliveryStatusType = Acknowledged OR
- Start Conditions = Add DeliveryStatusType = Failed OR
Add an Action:
- Action = Outbound Service Notification
- Outbound Action = FreshDesk – Add Note
- Message Text:
{
“helpdesk_note”: {
“body”:”Delivery status update <<DeliveryAttempt.Status>> for <<DeliveryAttempt.ContactType>> user <<DeliveryAttempt.ContactName>>”,
“private”:false
}
}
Modify your Escalation Rule(s)
- In the Outbound Services tab, add the FreshDesk – Create Ticket Action
Add the Close Ticket and Assign Ticket Workflows
- On the Workflows tab, select Message Thread workflows.
- Select Freshdesk Close Ticket and FreshDesk Add Ticket and add the workflows.
- Select DeliveryAttempt workflows.
- Select FreshDesk Delivery Status Update