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
