zulip/zerver/webhooks/freshdesk/doc.md

Freshdesk

See customer support interactions right in Zulip, with our Freshdesk integration! Note that this integration must be set up by an administrator for your Freshdesk instance.

{!create-stream.md!}

Next, on your {{ settings_html|safe }}, create a Freshdesk bot.

Now we can set up the Freshdesk events that will trigger Zulip's. Freshdesk provides separate triggering mechanisms for ticket creation and ticket changes, so we'll set up these triggers in two parts.

Part 1: Zulip notifications for new Freshdesk tickets

1. Visit your Freshdesk admin page. Under the Helpdesk Productivity section, click the Dispatch'r icon:

2. Click the New rule button to create a new Dispatch'r rule that will send notifications to Zulip when Freshdesk tickets are opened.

3. On the Dispatch'r rule creation page, give the rule a name and description. Next, we need to specify the conditions under which to trigger Zulip notifications. There isn't a shortcut for "always generate a notification on ticket creation", so we'll instead fake it by picking two complementary conditions: when the source is email, and when the source is not email:

4. In the Action section, add a new action of type Trigger Webhook. Set the Request Type to POST. Set the following Callback URL, replacing the Zulip stream with your desired stream: {{ external_api_uri_subdomain }}/v1/external/freshdesk?stream=freshdesk

5. Check the Requires Authentication box, and supply the bot email address and API key. The Action section should look like this so far:

6. Select JSON for the Encoding. Under the encoding, select Advanced. Paste the following JSON into the Content box:

{"freshdesk_webhook":
{
    "triggered_event":"{{triggered_event}}",
    "ticket_id":"{{ticket.id}}",
    "ticket_url":"{{ticket.url}}",
    "ticket_type":"{{ticket.ticket_type}}",
    "ticket_subject":"{{ticket.subject}}",
    "ticket_description":"{{ticket.description}}",
    "ticket_status":"{{ticket.status}}",
    "ticket_priority":"{{ticket.priority}}",
    "requester_name":"{{ticket.requester.name}}",
    "requester_email":"{{ticket.requester.email}}",
}
}

These ticket details are what will be forwarded to Zulip. The pasted JSON should look like this:

Lastly, save your new Dispatch'r rule. The next time a Freshdesk ticket is opened, the team will get a notification in Zulip!

If you only want to receive Zulip notifications on ticket creation, stop here, you're done! If you also want notifications on important ticket changes, please continue to the next section.

Part 2: Zulip notifications on ticket changes

1. Visit your Freshdesk admin page. Under the Helpdesk Productivity section, click the Observer icon:

2. Click the New rule button to create a new Observer rule that will send notifications to Zulip when Freshdesk tickets are updated.

3. On the Observer rule creation page, give the rule a name and description. Under When Any Of These Events Occur, create these new rules:

   • Priority is changed, from Any Priority, to Any Priority
   • Status is changed, from Any Status, to Any Status
   • Note is added, Type Any

4. If you do not want to receive Zulip notifications on one or more of these events, leave out the rule for that event.

5. Under And The Events Are Performed By, select Anyone. So far, the rule should look like this:

6. Next, we need to specify the types of tickets that will trigger Zulip notifications. There isn't a shortcut for "always generate a notification on ticket update", so as before we'll instead fake it by picking two complementary conditions: when the source is email, and when the source is not email:

7. Under Perform These Actions, add a new action of type Trigger Webhook. Set the Request Type to POST. Set the following Callback URL, replacing the Zulip stream with your desired stream: {{ external_api_uri_subdomain }}/v1/external/freshdesk?stream=freshdesk

8. Check the Requires Authentication box, and supply the bot e-mail address and API key. The Action section should look like this so far:

9. Select JSON for the Encoding. Under the encoding, select Advanced. Paste the following JSON into the Content box:

{"freshdesk_webhook":
    {
        "triggered_event":"{{triggered_event}}",
        "ticket_id":"{{ticket.id}}",
        "ticket_url":"{{ticket.url}}",
        "ticket_type":"{{ticket.ticket_type}}",
        "ticket_subject":"{{ticket.subject}}",
        "ticket_description":"{{ticket.description}}",
        "ticket_status":"{{ticket.status}}",
        "ticket_priority":"{{ticket.priority}}",
        "requester_name":"{{ticket.requester.name}}",
        "requester_email":"{{ticket.requester.email}}",
    }
}

These ticket details are what will be forwarded to Zulip. The pasted JSON should look like this:

Finally, save your new Observer rule. The next time a Freshdesk ticket is updated, the team will get a notification in Zulip!

{!congrats.md!}