Freshdesk Integration Setup Guide for Trends

This guide will walk you through the steps to setup Freshdesk as a new channel with Chatdesk Trends.

1. Login into the Freshdesk account

2. Navigate to Profile Settings and copy the api key

3. On Teams Freshdesk page, paste the API Key copied from Freshdesk Admin

4. Enter subdomain (e.g “chatdesk” for chatdesk.freshdesk.com)

5. Copy the webhook URL provided by Chatdesk

6. From Freshdesk Settings, under "Helpdesk Productivity", select "Automations". Under Ticket Creation, select "New Rule" with the following values

Rule name - Chatdesk Trends Rule Ticket Creation

With these properties

In Tickets Created During Business Hours

In Tickets Created During Non-Business Hours

In Tickets Created During Holidays

Perform these actions

Trigger webhook

Request type - POST

URL - Enter the Webhook URL copied from Step #5

Encoding - JSON

Content - Advanced

Copy this JSON into the input field

{

    "ticket_id": {{ticket.id}},

    "helpdesk_name": "{{helpdesk_name}}",

    "ticket_url": "{{ticket.url}}"

}

Click "Preview and Save"

7. From Freshdesk Settings, under "Helpdesk Productivity", select "Automations". Under Ticket Updates, select "New Rule" with the following values

Rule name - Chatdesk Trends Rule Ticket Updates

When action performed by - Agent or Requester

Involves any of these events - Ticket is Updated