FreshService Outbound

Add an Outbound Service

From the Outbound Integrations screen click Add Service        

 Setup the Service’s credentials

Enter the Service Name “Freshservice”.

Web Security Type = Basic

Username = (freshservice user name * user must have permissions to create and modify tickets)

Password = (freshservice user password)

Add the Create Ticket Method

From the Service Detail screen, click Add Method.

Method Name = Create Ticket

Service Type = REST

Template Type = Standard Alert

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

Content Type = JSON

Web Method = POST

Response Data Type = JSON

Response Action = Check Update Alert Fields

Content Data:

<pre>

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

</pre>

Response Data:

<pre>

{
 “status”: true,
 “item”: {
 “helpdesk_ticket”: {
 “account_id”: 108791,
 “category”: null,
 “display_id”: “<<MessageThread.SourceIdentifier>>”,
 “id”: 5001590344
 }
 }
 }

</pre>

 Add the Close Ticket Method

From the Service Detail screen click Add Method.

Method Name = Close Ticket

Service Type = REST

Template Type = Standard Alert

<pre>

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

</pre>

Content Type = JSON

Web Method = PIT

Response Data Type = JSON

Response Action = NONE

Content 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

<pre>

URI = https://(your freshservice sub domain).freshservice.com/helpdesk/tickets/<<MessageThread.SourceIdentifier>>/conversations/note.json

</pre>

Content Type = JSON

Web Method = POST

Response Data Type = JSON

Content 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

URI = https://(your freshservice sub domain).freshservice.com/helpdesk/tickets/<<MessageThread.SourceIdentifier>>/conversations/note.json

Content Type = JSON

Web Method = POST

Response Data Type = JSON

Content Data:

NONE

 Create the Close Ticket Workflow

From the Workflows List screen, click Add

Workflow Name = FreshService 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 =- Freshservice – Close Ticket

Message Text:

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

 Add the Assign Ticket Workflow

From the Workflows List screen click Add

 Workflow Name = FreshService 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 = FreshService – Assign Ticket

MessageText:

{
   "helpdesk_note": {
     "body":"Ticket has been assigned to <<MessageThread.OwnerUserName>>",
     "private":false
   }
 }

 Add the Add Note Workflow

From the Workflows List screen click Add

 Workflow Name = FreshService 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

Add DeliveryStatusType = Acknowledged OR

Add DeliveryStatusType = Delivered OR

Add DeliveryStatusType = Failed OR

Add an Action:

Action = Outbound Service Notification

Outbound Action = FreshService – Add Note

MessageText:

{
 “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 FreshService – Create Ticket Action

1.  Add the Close Ticket and Assign Ticket Workflows
2. On the Workflows tab, select Message Thread workflows.
3. Select FreshService Close Ticket and FreshService Add Ticket and add the workflows.
4. On the Workflows tab, select Delivery Attempt workflows.
5. Select FreshService Delivery Status workflow.