Freshdesk Integration Guide

Freshdesk Integration

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

How Freshdesk users benefit from PagerTree

Freshdesk creates tickets. PagerTree acts as the dispatcher for these tickets, determining the right people to notify based on on-call schedules. PagerTree notifies them via email, sms, voice, and/or push notifications until the incident is acknowledged or closed.

Functionality of Integration

The Freshdesk integration is one-way, meaning:

  • When an ticket is created in Freshdesk, an incident is created in PagerTree automatically.
  • When an incident is pending (ticket_status == 'Pending') in Freshdesk, the incident is acknowledged in PagerTree automatically.
  • When a incident is resolved or closed (ticket_status == 'Resolved' || `ticket_status == 'Closed') in Freshdesk, the incident is resolved in PagerTree automatically.

Tutorial Overview

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. From the navigation menu, click the “+ Integration” button. Click Plus Integration Button
  2. In the “Create Integration” box, fill out the following:
    1. Name of the Integration,
    2. Select the Integration Type to Freshdesk
    3. Select an appropriate urgency for when this integration is triggered
    4. Select the team this incident will be assigned to Click Create
  3. Click “Create”
  4. Copy the Endpoint URL Copy Endpoint URL

In Freshdesk

Warning. Only the first rule to match in Dispatch'r and Observer will actually be processed. You might need to add the Trigger Webhook Action to an existing rule.
Dispatch’r
  1. Click Admin -> Dispatch’r Click Admin -> Dispatch'r
  2. Click New Rule Click new rule
  3. In the Dispatch’r New Rule Form
    1. Give the rule a Name (e.g. “PagerTree”)
    2. In the Actions section select
      1. Trigger Webhook
        1. Request type – POST
        2. Callback URL – Paste the PagerTree Endpoint URL you copied
        3. Requires Authentication – Unchecked
        4. Encoding – JSON, Simple
        5. Content – All checkboxes checked Configure Dispatch'r ticket rule
  4. Click “Save”
Observer
  1. Click Admin -> Observer Click Admin -> Observer
  2. Click New Rule Click new rule
  3. In the Observer New Rule Form
    1. Give the rule a Name (e.g. “PagerTree”)
    2. In the “When an action performed by…“ section select Agent or Requester
    3. In the “involves any of these events” section select
      1. Status is changed
      2. From Any Status
      3. To Any Status
    4. In the “perform these actions” section
      1. Select Trigger Webhook
        1. Request type – POST
        2. Callback URL – Paste the PagerTree Endpoint URL you copied
        3. Requires Authentication – Unchecked
        4. Encoding – JSON, Simple
        5. Content – All checkboxes checked Configure Observer ticket rule
  4. Click “Save”

You have successfully completed the Freshdesk Integration. Now when Freshdesk creates a ticket, PagerTree will create an incident and route it to the correct team member that is on-call. If you have any questions please contact support@pagertree.com