Freshdesk

General information

The integration allows to process messages from messaging apps and social networks directly in Freshdesk interface. Each message request gets converted into a "Ticket".

Blinger.io acts solely as "transport" role, which delivers messages from users to Freshdesk interface. The set up of message processing is performed in Freshdesk interface, Blinger.io doesn't influence the standard business process of the helpdesk in any way.

How to set up Freshdesk integration?

Step 1. Go to Apps tab in Blinger interface and click on "Add integration" in front of Freshdesk

Step 2. Fill out the fields and click on "Add Freshdesk integration"

Note

Subdomain - located in address bar of the opened Freshdesk account. E-mail and password - values for Freshdesk account authorization.

Important

If you're getting an error message when attempting to add the integration, then you should check whether the values you entered for authorization and the subdomain are correct.

Step 3. Go to "Admin" menu in Freshdesk account and click on "Automations" in "Helpdesk Productivity" section

Step 4. Open tab "Ticket updates" and press on "New Rule" to create a rule to work with Blinger.io

Step 5. Fill out the necessary fields, set the following values and click on "Save"

Field

Comment

Rule name

- any value

When an action performed by...

- value "Agent" with the tag "Any"

Involves any of these events

- value "Reply is sent"

On tickets with these properties

- value "Match ALL of the below"

Perform these actions

- complete follow actions:

  1. choose value Trigger webhook

  2. specify Request Type: POST

  3. copy the value Webhook URL from the integration's page in Blinger.io account and insert that value in the filed Callback URL

  4. specify the value Encoding: JSON

  5. check in Content значения:

    • Ticket ID

    • Subject

    • Description

    • Tags

    • Last public comment

    • Status

    • Contact Unique External Id

Value for Callback URL

The integration is completed!