FreshDesk Outbound

Add An Outbound Integration

1. In the menu bar, hover over Integrations and click Outbound Integrations.

2. From the Outbound Integrations screen click Add Outbound Integration

3. Enter the Service Name "FreshDesk"

4. Select the Basic Web Security Type. 

5. Enter the FreshDesk user name. This user must have permissions to create and modify tickets.

6. Enter the FreshDesk user password. 

7. Click Save Service

Add a 'Create Ticket' Method  

1. From the Service Detail screen, click Add Method.

2. Method Name = Create Ticket

3. Service Type = REST

4. Template Type = Standard Template

5. URI = https://(your freshdesk subdomain).freshdesk.com/helpdesk/tickets.json

6. Content Type = JSON

7. Web Method = POST

8. Response Data Type = JSON

9. 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

1. From the Service Detail screen click Add Method.

2. Method Name = Close Ticket

3. Service Type = REST

4. Template Type = Standard Alert

5. URI = https://(your freshdesk sub domain).freshdesk.com/helpdesk/tickets/<>.json

6. Content Type = JSON

7. Web Method = PIT

8. Response Data Type = JSON

9. Response Action = NONE

10. Content Data: NONE

11. Response Data: NONE

Create the Assign Ticket Method

1. From the Service Detail screen click Add Method

2. Method Name = Assign Ticket

3. Service Type = REST

4. Template Type = Standard Alert

5. URL = https://(your freshservice sub domain).freshdesk.com/helpdesk/tickets/<>/conversations/note.json

6. Content Type = JSON

7. Web Method = POST

8. Response Data Type = JSON

9. Content Data: NONE

10. Response Data: NONE

Create the Add Note Method

1. From the Service Detail screen click Add Method.

2. Method Name = Add Note

3. Service Type = REST

4. Template Type = Standard Alert

5. URL = https://(your freshservice sub domain).freshdesk.com/helpdesk/tickets/<>/conversations/note.json

6. Content Type = JSON

7. Web Method = POST

8. Response Data Type = JSON

9. Content Data: NONE

10. Response Data: NONE

Create the Close Ticket Workflow

1. From the Workflows List screen, click Add

2. Workflow Name = FreshDesk Close Ticket

3. Workflow Type = Message Thread

4. Template = Standard Alert

5. Schedule Type = None

6. Recurrence Interval = 0

7. Enabled = Checked (can only be set after the rest of the screen is completed)

8. Start Condition = Add 

9. MessageThreadStatusType = Closed AND

Add an Action

1. Action = Outbound Service Notification

2. Outbound Action =- FreshDesk – Close Ticket

3. Message Text:
   {
   “helpdesk_ticket”: {
   “status”:5
   }
   }

Add the Assign Ticket Workflow

1. From the Workflows List screen click Add

2. Workflow Name = FreshDesk Assign Ticket

3. Workflow Type = MessageThread

4. Template = Standard Alert

5. Schedule Type = None

6. Recurrence Interval = 0

7. Enabled = checked (can only be set after the screen is complete)

8. Start Conditions = Add 

9. MessageThreadStatusType = Assigned AND

Add an Action:

1. Action = Outbound Service Notification

2. Outbound Action = FreshDesk – Assign Ticket

3. Message Text:
   {
   “helpdesk_note”: {
   “body”:”Ticket has been assigned to <<MessageThread.OwnerUserName>>”,
   “private”:false
   }
   }

Add the Delivery Status Update Workflow

1. From the Workflows List screen click Add

2. Workflow Name = FreshDesk Delivery Status Update

3. Workflow Type = DeliveryAttempt

4. Template = Standard Alert

5. Schedule Type = None

6. Recurrence Interval = 0

7. Enabled = checked (can only be set after the screen is complete)

8. Start Conditions = Add DeliveryStatusType = Sent OR

9. Start Conditions = Add DeliveryStatusType = Delviered OR

10. Start Conditions = Add DeliveryStatusType = Acknowledged OR

11. Start Conditions = Add DeliveryStatusType = Failed OR

Add an Action:

1. Action = Outbound Service Notification

2. Outbound Action = FreshDesk – Add Note

3. Message Text:
   {
   “helpdesk_note”: {
   “body”:”Delivery status update <<DeliveryAttempt.Status>> for <<DeliveryAttempt.ContactType>> user <<DeliveryAttempt.ContactName>>”,
   “private”:false
   }
   }

Modify your Escalation Rule(s)

1. In the Outbound Services tab, add the FreshDesk – Create Ticket Action

Add the Close Ticket and Assign Ticket Workflows

1. On the Workflows tab, select Message Thread workflows.

2. Select Freshdesk Close Ticket and FreshDesk Add Ticket and add the workflows.

3. Select DeliveryAttempt workflows.

4. Select FreshDesk Delivery Status Update