Freshdesk is an online cloud-based customer service software providing helpdesk support with all smart automations to get things done faster.
With the Freshdesk(Outgoing) Integration, Zenduty sends new ticket alerts to the right support engineer or team and notifies them based on on-call schedules via email, text messages (SMS), phone calls(Voice), Slack, Microsoft Teams and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed. Zenduty provides your support engineers with detailed context around the Freshdesk ticket alert along with support playbooks and a complete incident command framework to triage and remediate and resolve incidents with speed.
Whenever a ticket is created in Freshdesk, Zenduty will create an incident. When the ticket status is updated to “Pending”, Zenduty will auto-ackknowledge the incident. When the ticket is resolved on Freshdesk, Zenduty will auto-resolve the ticket.
When an incident is acknowledged on Zenduty, the ticket on Freshdesk will be marked as Pending. When an incident is resolved on Zenduty, the ticket on Freshdesk will be marked as Resolved.
You can also use Alert Rules to custom route specific Freshdesk alerts to specific support engineers, staff, teams or escalation policies, write suppression rules, auto add notes, responders and incident tasks.
To add a new Freshdesk integration, go to “Teams” on Zenduty and click on the “Manage” button corresponding to the team you want to add the integration to.
Next, go to “Services” and click on the “Manage” button corresponding to the relevant Service.
Go to “Integrations” and then “Add New Outgoing Integration”. Give it a name and select the application “Freshdesk(two-way)” from the dropdown menu.
Go to “Configure” under your integrations to edit it.
Opena new tab and to your Freshdesk page and copy your API token from the “My Profile Settings” page.
- GO back to the Zenduty Freshdesk(two-way) settings tab, and under “Domain name”, enter your Freshdesk domain name. For example, if your Freshdesk URL is acme.freshdesk.com, then your domain name is “acme”
Click Next to Authenticate your credentials
Proceed to map the Incident response from Zenduty to FreshDesk and from FreskDesk to Zenduty. This will determine what action will change the ticket status and vice versa with Zenduty incident statuses.
- This is shown in the screenshot below:
Copy the generated webhook URL to be applied onto FreshDesk.
- Then click “Save Integration”.
Log into Freshdesk. Click on the “Admin” button and select “Automations” under “Helpdesk Productivity Settings”.
Click on the “Create the first rule” button.
Select “New Rule” and pick “Rule Name” and “Description”. Set Conditions as:
- Type Is Incident
Select “Trigger Webhook” from the Actions” dropdown, and set “Request Type” to “POST”.
Under the “URL”, paste the webhook url you copied earlier.
Set the “Encoding” as “JSON” and content as “Simple”.
Under “Content”, select the following fields- Ticket ID, Subject, Description, Status, Ticket URL.(As shown in the screenshot below.)
From the same window, move to “Ticket Updates” sections and click on “New Rule” button.
Select “New Rule” and pick a “Rule Name” and “Description”.
- Set “When an Action Performed By” to “Agent or Requester”.Then set “Involved any of these events” for “Status is Changed” from “Any Status” to “Any Status”.
In the “On tickets with these properties” section, set condition as “Type Is” and “Incident”.
Select “Trigger Webhook” from the “Actions” dropdown and set the “Request Type” to “POST”.
In the URL textbox, paste the webhook link you copied earlier.
Set the Encoding to “JSON” and Content to “Simple”.
Under Content, Select fields - Ticket ID, Subject, Description, Ticket Status and Ticket URL.(As shown in the screenshow below.)
Your Freshdesk(two-way) is now integrated to your Zenduty account.
Looking for a better way to get real-time alerts from Freshdesk (two-way) Integration, setup a solid incident escalation and incident response pipeline and minimize response and resolution times for Freshdesk (two-way) Integration incidents?