This guide will walk you through the steps to setup Freshdesk as a new channel with Chatdesk Teams.
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 Teams Rule Ticket Creation
With these properties
In Tickets Created During Business Hours
OR
In Tickets Created During Non-Business Hours
OR
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 Teams Rule Ticket Updates
When action performed by - Agent or Requester
Involves any of these events - Ticket is Updated
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"
Your Freshdesk account is now linked with Chatdesk Teams!
If you have any further questions regarding the setup process, please do not hesitate to reach out to us. You can book a time slot here to meet with our customer success team to get your questions answered.