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Freshdesk Integration Guide

Freshdesk is a omnichannel customer support ITSM tool. It allows companies to handle customer requests and complaints systematically from one portal and use assignments to delegate the tickets across their teams. TaskCall's Freshdesk integration allows urgent tickets to be attended to immediately using our powerful on-call detection and notification technology. Incidents will automatically be synced up with the tickets to keep the on-call responders updated.

Pointers
  • The integration is between a TaskCall service and Freshdesk.
  • This integration only allows tickets to be received in TaskCall from Freshdesk.
  • TaskCall automatically resolves incidents when their corresponding tickets are resolved or closed in Freshdesk.
  • When notes are added in Freshdesk or the priority of the ticket is changed, the corresponding incident in TaskCall will reflect the updates.
In TaskCall
  1. Go to Configurations > Services . Select the service you want to integrate with.
  2. Once you are on the Service details page, go to the Integrations tab. Click on New Integration.
  3. Give the integration a name.
  4. From the integration types, select the top radio button indicating that you are trying to use a built-in integration.
  5. From the list of built-in integrations, select Freshdesk.
  6. Click Save.
  7. Copy the Integration Url that is issued for the integration.
In Freshdesk

In Freshdesk we will have to create two rules to trigger webhooks to TaskCall — one is for when the ticket is created first and the other is for when the ticket is updated.

  1. Go to Admin > Workflows > Automations.

    Freshdesk Integration Step 1

  2. Go to the Ticket Creation tab and click the New rule button.

    Freshdesk Integration Step 2

  3. Give the rule a name and set the conditions under which the incidents should be created in TaskCall.
  4. In the Perform these actions section select Trigger webhook and set the Request type to POST. Paste the Integration Url you copied over from TaskCall in the URL section. Set the Encoding to JSON and the Content to Simple. For the content, select the following fields:
    • Ticket ID
    • Subject
    • Description
    • Ticket URL
    • Tags
    • Status
    • Priority
    • Triggered Event


    Freshdesk Integration Step 3

  5. Click Preview and Save.
  6. The next next modal will show the summary of the trigger that you just created. Click Save and enable.

    Freshdesk Integration Step 4

  7. We will now create the rule for handling status updates. We will be repeating most of the last step with some changes.
  8. Navgate back to Admin > Workflows > Automations , but this time go to the Ticket Updates tab and click New rule.
  9. Give the rule a name and choose whether this trigger would occur if the event is conducted by the agent, requester or the system. This is up to you.
  10. In the Involve any of these events set the following conditions:
    • "Status is changed" from "Any status" to "Closed".
    • "Status is changed" from "Any status" to "Resolved".
    • "Status is changed" from "Closed" to "Any status".
    • "Status is changed" from "Resolved" to "Any status".
    • "Priority is changed" from "Any priority" to "Any priority".
    • "Note is added" to "Any" type.


    Freshdesk Integration Step 5

  11. Repeat what you did in Step 4 above in the Perform these actions section.

    Freshdesk Integration Step 6

  12. Done! Incidents will now be created in TaskCall when tickets are raised in Freshdesk that meet the conditions you have set and up. They will also update automatically according to your settings.
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