Add an Outbound Service
From the Outbound Integrations screen click Add Service
Setup the Service’s credentials
Enter the Service Name “Freshservice”.
Web Security Type = Basic
Username = (freshservice user name * user must have permissions to create and modify tickets)
Password = (freshservice user password)
Add the Create Ticket Method
From the Service Detail screen, click Add Method.
Method Name = Create Ticket
Service Type = REST
Template Type = Standard Alert
URI = https://(your freshdesk subdomain).freshservice.com/helpdesk/tickets.json
Content Type = JSON
Web Method = POST
Response Data Type = JSON
Response Action = Check Update Alert Fields
Content Data:
<pre>
{
“helpdesk_ticket”:
{
“description”:”AlertOps <<Message.MessageText>>”,
“subject”:”<<Message.MessageText>>”,
“email”:”robertc@alertops.com”,
“priority”:4,
“status”:2
}
}
</pre>
Response Data:
<pre>
{
“status”: true,
“item”: {
“helpdesk_ticket”: {
“account_id”: 108791,
“category”: null,
“display_id”: “<<MessageThread.SourceIdentifier>>”,
“id”: 5001590344
}
}
}
</pre>
Add the Close Ticket Method
From the Service Detail screen click Add Method.
Method Name = Close Ticket
Service Type = REST
Template Type = Standard Alert
<pre>
URI = https://(your freshservice sub domain).freshservice.com/helpdesk/tickets/<<MessageThread.SourceIdentifier>>.json
</pre>
Content Type = JSON
Web Method = PIT
Response Data Type = JSON
Response Action = NONE
Content 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
<pre>
URI = https://(your freshservice sub domain).freshservice.com/helpdesk/tickets/<<MessageThread.SourceIdentifier>>/conversations/note.json
</pre>
Content Type = JSON
Web Method = POST
Response Data Type = JSON
Content 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
URI = https://(your freshservice sub domain).freshservice.com/helpdesk/tickets/<<MessageThread.SourceIdentifier>>/conversations/note.json
Content Type = JSON
Web Method = POST
Response Data Type = JSON
Content Data:
NONE
Create the Close Ticket Workflow
From the Workflows List screen, click Add
Workflow Name = FreshService 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 =- Freshservice – Close Ticket
Message Text:
{
“helpdesk_ticket”: {
“status”:5
}
}
Add the Assign Ticket Workflow
From the Workflows List screen click Add
Workflow Name = FreshService 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 = FreshService – Assign Ticket
MessageText:
{
“helpdesk_note”: {
“body”:”Ticket has been assigned to <<MessageThread.OwnerUserName>>”,
“private”:false
}
}
Add the Add Note Workflow
From the Workflows List screen click Add
Workflow Name = FreshService 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
Add DeliveryStatusType = Acknowledged OR
Add DeliveryStatusType = Delivered OR
Add DeliveryStatusType = Failed OR
Add an Action:
Action = Outbound Service Notification
Outbound Action = FreshService – Add Note
MessageText:
{
“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 FreshService – Create Ticket Action
Add the Close Ticket and Assign Ticket Workflows
On the Workflows tab, select Message Thread workflows.
Select FreshService Close Ticket and FreshService Add Ticket and add the workflows.
On the Workflows tab, select Delivery Attempt workflows.
Select FreshService Delivery Status workflow.
