Introduction

This document shows an example of what needs to be done within Freshdesk in order to make it integration-ready with ONEiO. Note also that the number of fields used in integrations may vary. The document also describes what information, in ONEiO, is needed to be able to send messages to Freshdesk.

Currently, the self-service integration provides support for:

• Ticket
  • Notes
  • Attachments

In case any other entity types are needed or you have questions related to setting up the integration, send a mail to support@oneio.cloud. 

You can sign up for a free trial of ONEiO via this link.

Overview

This article gives an overview of the required steps to integrate ONEiO and Freshdesk. In this guide, we cover the following steps required for bi-directional communication between ONEiO and Freshdesk.

1. General Settings on the ONEiO Endpoint Type Page
2. Create Integration User to Freshdesk
3. Setting Up Freshdesk Automators for Webhooks
4. Create Automator for Sending Tickets

5. Create Automator for Updating Tickets

Sending Messages from ONEiO to Freshdesk

ONEiO accesses Freshdesk by using the Freshdesk API.

General Settings on the ONEiO Endpoint Type Page

• Name your endpoint, for example, "Freshdesk"
• Insert your Freshdesk root URL
• Set your Timezone
• Datetime pattern is set by default

ONEiO to Freshdesk

• Enter your integration user's API key in the Freshdesk API key field.
• The Unrecoverable HTTP Error Codes is pre-filled and can be edited if need.

Sending Messages from Freshdesk to ONEiO

Create Integration User to Freshdesk

Add an integration user to Freshdesk. This user is needed to create and update the entities that are integrated. The Freshdesk API uses API tokens instead of the user password. You can find the API token from Profile Settings.

Setting Up Freshdesk Automators for Webhooks

Freshdesk can send messages via Freshdesk Webhooks. In order to receive messages "Rules" should be set under Admin/ Workflows / Automations.

• There are three types of rule exist. 
  • Ticket Creation
  • Ticket Updates
  • Time Triggers

Sending messages to ONEiO occurs with Ticket Creation and Ticket Updates

Create Automator for Sending Tickets

Setting Rule Condition

• Rule Name: Sending Webhook to ONEiO
• You can check the rule below. On current self-service configurations, selecting "Incident" is mandatory.

Setting Rule Action

Rule action indicates what happens after the Rule Condition actualised.

• Choose action: Trigger Webhook
• Request Type: POST
• URL: 
  • For Production : https: //rest-receiver.service-flow.com/api
  • For QA : https: //rest-receiver-test.service-flow.com/api
• Requires Authentication : True 

• Authentication : I have username & password
• Encoding: JSON
• Content : Advanced

{
"type": "{{ticket.ticket_type}}",
"display_id": "{{ticket.display_id}}",
"id": "{{ticket.id}}",
"subject": "{{ticket.subject}}",
"description_text": "{{ticket.description_text}}",
"requester_name": "{{ticket.requester.name}}",
"requester_email": "{{ticket.requester.email}}",
"agent_name": "{{ticket.agent.name}}",
"agent_email": "{{ticket.agent.email}}",
"status": "{{ticket.status}}",
"priority": "{{ticket.priority}}",
"urgency": "{{ticket.urgency}}",
"impact": "{{ticket.impact}}",
"created_at": "{{ticket.created_At}}",
"updated_at": "{{ticket.updated_At}}",
"conversations": "{{ticket.original_id}}"

}

Create Automator for Updating Tickets

• Rule Name: Sending Updates to ONEiO
• You can check the rule below. On current self-service configurations, selecting "Incident" is mandatory. 
• When an action performed by : Select "Agent or Requester"
• Involves any of these events : Ticket Is "Updated"
• On there Ticket with these properties :  Set conditions as "In Tickets" "if Type" "is" "Incident"

Perform these actions;

• Choose Action as "Trigger Webhook"
• Request Type: "POST"
• URL: 
  • For Production : https: //rest-receiver.service-flow.com/api
  • For QA : https: //rest-receiver-test.service-flow.com/api
• Requires Authentication : set as "True"
• Authentication : "I have username & password"
• Encoding: "JSON"
• Content : "Advanced"

{
"type": "{{ticket.ticket_type}}",
"display_id": "{{ticket.display_id}}",
"id": "{{ticket.id}}",
"subject": "{{ticket.subject}}",
"description_text": "{{ticket.description_text}}",
"requester_name": "{{ticket.requester.name}}",
"requester_email": "{{ticket.requester.email}}",
"agent_name": "{{ticket.agent.name}}",
"agent_email": "{{ticket.agent.email}}",
"status": "{{ticket.status}}",
"priority": "{{ticket.priority}}",
"urgency": "{{ticket.urgency}}",
"impact": "{{ticket.impact}}",
"created_at": "{{ticket.created_At}}",
"updated_at": "{{ticket.updated_At}}",
"conversations": "{{ticket.original_id}}"

}

After completing these settings in Freshdesk and ONEiO, you can use the ONEiO Rule Robot to integrate Freshdesk with other self-service Endpoint Types in ONEiO.