Comment on page
Freshdesk
Connect your Freshdesk tickets to PagerTree using our Freshdesk Integration.
Company | Estimated Time | Vendor Docs | Open Source |
---|---|---|---|
5 minutes |
Freshdesk is an online cloud-based customer service software providing helpdesk support with smart automations to get things done faster.
Freshdesk creates tickets.
- When a ticket is created in Freshdesk, an alert is created in PagerTree automatically.
- When a ticket is pending (
ticket_status === 'Pending'
) in Freshdesk, the alert is acknowledged in PagerTree automatically. - When a ticket is resolved or closed (
ticket_status === 'Resolved' || ticket_status === 'Closed'
) in Freshdesk, the alert is resolved in PagerTree automatically.
In this integration tutorial we will show you how to send tickets from Freshdesk into PagerTree. The estimated time for this integration is 5 minutes. We assume that you already have a PagerTree and Freshdesk account setup.
- 1.
- 1.Click the Gear Icon in the left side navigation menu to go to the admin page.
- 2.On the admin page, navigate to Workflows -> Automations.Navigate to Workflows -> Automations
- 1.On the tab of "Ticket Creation", ensure "Executing all matching rules" is selected.Ensure "executing all matching rules" is selected.
- 2.Click New Rule button.Click New Rule Button
- 3.On the New rule for Ticket creation form:
- 1.Rule Name - PagerTree
- 2.On tickets with these properties:
- 1.Match ANY of the below
- 2.Tickets Status is Open
- 3.Perform these actions:
- 1.Trigger webhook
- 2.Request type - POST
- 3.URL - Paste the PagerTree endpoint URL you copied earlier
- 4.Encoding - JSON
- 5.Content - Advanced
- 6.
- 4.Click Preview and Save.Freshdesk PagerTree Rule for ticket creation
- 5.In the confirmation dialog, click Save and enable.In the confirmation dialog, click Save and enable.
- 6.Your rules that run on ticket creation should now have the PagerTree rule enabled.
- 1.On the tab of "Ticket Updates", ensure "Executes all matching rules" is selected.Ensure "executes all matching rules" is selected.
- 2.Click New Rule button.On the ticket updates tab, click new rule button.
- 3.On the New rule for Ticket update form:
- 1.Rule Name - PagerTree
- 2.When an action performed by - Agent or requester
- 3.Involves any of these events:
- 1.Status is changed
- 2.From - Any status
- 3.To - Any status
- 4.On tickets with these properties:
- 1.Match ALL of the below:
- 2.In Tickets
- 3.If Status
- 4.Is
- 5.Open, Pending, Resolved
- 5.Perform these actions:
- 1.Trigger webhook
- 2.Request type - POST
- 3.URL - Paste the PagerTree endpoint URL you copied earlier
- 4.Encoding - JSON
- 5.Content - Advanced
- 6.
- 6.Click Preview and Save.Freshdesk PagerTree Ticket Update Form
- 4.In the confirmation dialog, click Save and enable.In the confirmation dialog, click save and enable.
- 5.Your rules that run on ticket updates should now have the PagerTree rule enabled.
You have successfully completed the Freshdesk Integration.
{
"freshdesk_webhook":{
"ticket_id":"{{ticket.id}}",
"ticket_status":"{{ticket.status}}",
"ticket_subject":"{{ticket.subject}}",
"ticket_description":"{{ticket.description}}",
"ticket_url":"{{ticket.url}}",
"ticket_due_by_time":"{{ticket.due_by_time}}",
"ticket_source":"{{ticket.source}}",
"ticket_requester_name":"{{ticket.contact.name}}",
"ticket_requester_email":"{{ticket.contact.email}}",
"ticket_requester_phone":"{{ticket.contact.phone}}",
"ticket_company_name":"{{ticket.company.name}}"
}
}
If you are running into issues where the rules are not firing, please check the following in Freshdesk:
- 1.Ensure you created the rules by clicking the New Rule button.
- 2.Ensure execute ALL matching rules was select.
- 3.Try disabling and reenabling the rule.
Last modified 11mo ago