FreshDesk Outbound

Add An Outbound Integration

In the menu bar, hover over Integrations and click Outbound Integrations.

1. Navigate to Configuration àIntegrations àAdd API Integration à Outbound Integrations 
2.  Click Add Outbound Integration
3. Enter the Service Name "FreshDesk"
4. Select the Basic Web Security Type.
5. Enter the Publick Key 
6. Enter the FreshDesk user name. This user must have permissions to create and modify tickets.
7. Enter the FreshDesk user password. 
8. Click Submit                 

Add a 'Create Ticket' Method  

From the Service Detail screen, click Add Method.

Method Name = Create Ticket

Service Type = REST

Template Type = Standard Template

URI = https://(your freshdesk subdomain).freshdesk.com/helpdesk/tickets.json

Content Type = JSON

Web Method = POST

Response Data Type = JSON

Response Action = Check Update Alert Fields

Content Data:
 {
 “helpdesk_ticket”:{
 “description”:”<<Message.MessageText>>”,
 “subject”:”<<MessageThread.Topic>>”,
“email”:”robertc@alertops.com”,
 “priority”:4,
 “status”:2
 }
 }

Response Data:
 {
 “helpdesk_ticket”:{
 “display_id”:”<<MessageThread.SourceIdentifier>>”
 }
 }

Add a 'Close Ticket' Method

From the Service Detail screen click Add Method.

Method Name = Close Ticket

Service Type = REST

Template Type = Standard Alert

URI = https://(your freshdesk sub domain).freshdesk.com/helpdesk/tickets/<>.json

Content Type = JSON

Web Method = PIT

Response Data Type = JSON

Response Action = NONE

Content Data: NONE

Response Data: NONE

Create the Assign Ticket Method

From the Service Detail screen click Add Method

Method Name = Assign Ticket

Service Type = REST

Template Type = Standard Alert

URL = https://(your freshservice sub domain).freshdesk.com/helpdesk/tickets/<>/conversations/note.json

Content Type = JSON

Web Method = POST

Response Data Type = JSON

Content Data: NONE

Response Data: NONE

Create the Add Note Method

From the Service Detail screen click Add Method.

Method Name = Add Note

Service Type = REST

Template Type = Standard Alert

URL = https://(your freshservice sub domain).freshdesk.com/helpdesk/tickets/<>/conversations/note.json

Content Type = JSON

Web Method = POST

Response Data Type = JSON

Content Data: NONE

Response Data: NONE

 Create the Close Ticket Workflow

From the Workflows List screen, click Add

Workflow Name = FreshDesk Close Ticket

Workflow Type = Message Thread

Template = Standard Alert

Schedule Type = None

Recurrence Interval = 0

Enabled = Checked (can only be set after the rest of the screen is completed)

Start Condition = Add 

MessageThreadStatusType = Closed AND

Add an Action

Action = Outbound Service Notification

Outbound Action =- FreshDesk – Close Ticket

Message Text:
 {
 “helpdesk_ticket”: {
 “status”:5
 }
 }

Add the Assign Ticket Workflow

From the Workflows List screen click Add

Workflow Name = FreshDesk Assign Ticket

Workflow Type = MessageThread

Template = Standard Alert

Schedule Type = None

Recurrence Interval = 0

Enabled = checked (can only be set after the screen is complete)

Start Conditions = Add 

MessageThreadStatusType = Assigned AND

 Add an Action:

Action = Outbound Service Notification

Outbound Action = FreshDesk – Assign Ticket

Message Text:
 {
 “helpdesk_note”: {
 “body”:”Ticket has been assigned to <<MessageThread.OwnerUserName>>”,
 “private”:false
 }
 }

 Add the Delivery Status Update Workflow

From the Workflows List screen click Add

Workflow Name = FreshDesk Delivery Status Update

Workflow Type = DeliveryAttempt

Template = Standard Alert

Schedule Type = None

Recurrence Interval = 0

Enabled = checked (can only be set after the screen is complete)

Start Conditions = Add DeliveryStatusType = Sent OR

Start Conditions = Add DeliveryStatusType = Delviered OR

Start Conditions = Add DeliveryStatusType = Acknowledged OR

Start Conditions = Add DeliveryStatusType = Failed OR

Add an Action

Action = Outbound Service Notification

Outbound Action = FreshDesk – Add Note

Message Text:
 {
 “helpdesk_note”: {
 “body”:”Delivery status update <<DeliveryAttempt.Status>> for <<DeliveryAttempt.ContactType>> user <<DeliveryAttempt.ContactName>>”,
 “private”:false
 }
 }

 Modify your Escalation Rule(s)

In the Outbound Services tab, add the FreshDesk – Create Ticket Action

Add the Close Ticket and Assign Ticket Workflows

On the Workflows tab, select Message Thread workflows.

1. Select Freshdesk Close Ticket and FreshDesk Add Ticket and add the workflows.
2. Select DeliveryAttempt workflows.
3. Select FreshDesk Delivery Status Update