Freshdesk

What is Freshdesk?

Freshdesk is an online cloud-based customer service software providing helpdesk support with smart automations to get things done faster.

How It Works

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.

Integration Walkthrough

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.

In PagerTree

1. Create the integration by clicking the Freshdesk logo.

2. Copy the Endpoint URL.

In Freshdesk

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.

   

Rule - Ticket Creation

1. On the tab of "Ticket Creation", ensure "Executing all matching rules" is selected.

   
2. 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. Copy and paste the Freshdesk Webhook Format (see below) into the text box.

4. Click Preview and Save.

   
5. In the confirmation dialog, click Save and enable.

   
6. Your rules that run on ticket creation should now have the PagerTree rule enabled.

   

Rule - Ticket Updates

1. On the tab of "Ticket Updates", ensure "Executes all matching rules" is selected.

   
2. 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. Copy and paste the Freshdesk Webhook Format (see below) into the text box.

   6. Click Preview and Save.

      
4. 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 Format

{
  "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}}"
  }
}

Troubleshooting

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.