Freshdesk Setup

Please use your Freshdesk API key for the username and leave the password blank.

To find your API key:

  1. Visit the Freshdesk dashboard.
  2. Click your profile picture in the top right of the screen.
  3. Select Profile Settings
  4. You will now see your API key on the right.

Webhooks

If you wish to set up a Ticket Closed webhook step, you will first need to add it to your cycle.

Then open the Freshdesk dashboard, and follow these steps:

  1. Click the Admin cog on the left hand side navigation bar.

    Admin cog

  2. Scroll down to the Helpdesk Productivity Section, and select Automations.

    Automations

  3. Choose Rules that run on: Ticket Updates.
  4. Click New rule.
  5. Set Rule name and Involves any of these events as follows:

    Rule settings

  6. You can leave On tickets with these properties as it is.
  7. Under Perform these actions, set Choose Action to Trigger Webhook.
  8. Set Request Type to POST.
  9. For the URL, you will need to go back to your Cyclr workflow, and copy the address from the webhook step. You can find it by clicking the step’s settings cog.
  10. Leave the other fields as they are, and under Content, select Advanced.
  11. The section should now look like this:

    Rule settings 2

  12. In the Write custom API request text box, paste the following template:
    {
    "ticket": {
        "id": "  ",
        "subject": "  ",
        "ticket_type": "  ",
        "priority": "  ",
        "due_by_time": "  ",
        "helpdesk_name": "  ",
        "portal_name": "  ",
        "product_description": "  ",
        "source": "  ",
        "status": "  ",
        "triggered_event": "  ",
        "tags": "  ",
        "latest_public_comment": "  ",
        "latest_private_comment": "  ",
        "portal_url": "  ",
        "agent": {
            "name": "  ",
            "email": "  "
        },
        "company": {
            "name": "  ",
            "description": "  ",
            "note": "  ",
            "domains": "  ",
            "health_score": "  ",
            "account_tier": "  ",
            "renewal_date": "  ",
            "industry": "  "
        },
        "contact": {
            "name": "  ",
            "firstname": "  ",
            "lastname": "  ",
            "mobile": "  ",
            "email": "  ",
            "phone": "  ",
            "address": "  ",
            "unique_external_id": "  "
        },
        "group": {
            "name": "  "
        }
    }
    }
    
  13. Click Preview and save.
  14. Check that the summary looks like this: Summary

  15. Save and enable. Your webhook step should now be fully usable.

NB. If you accidentally delete the webhook step and need a new one, you can simply edit the rule and update the URL with that of the new step.

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