Freshdesk

This section will cover ClearFeed<>Freshdesk Integration

ClearFeed Freshdesk integration, is powerful and flexible, allowing agents or responders to easily setup and create bi-directionally synced tickets from Slack.

Integrate Freshdesk

• To connect ClearFeed with Freshdesk, ensure the user has an account on both platforms using the same email address.

• The integration can only be authorized by a Freshdesk Admin.

1. Open the Settings page and head over to Integrations

2. Click on Connect next to Freshdesk

3. You will be asked to enter the Freshdesk sub-domain, as well as the API Key of your Freshdesk Account which once done, you should click on the connect button.

4. This will direct you to the Freshdesk sign-in page. Fill in the credentials and sign in. This step isn't required if you are already signed in to your Freshdesk account.

5. Once you sign in, you will be redirected to ClearFeed, and your integration will be completed.

Enable Ticketing

• On the ClearFeed web application, open the Collection where you want to enable Ticketing

• Click on Settings tab, and expand the Ticketing Settings section.

• Enable the toggle, and choose the Freshdesk as the Ticketing Integration.

• Choose the Trigger Mode: Emoji (Manual) or Automatic

  • Emoji: Create tickets when the configured emoji is used on a message.

  • Automatic: Create tickets for all new messages on a channel.

• Ask for Requestor Email: Enable this checkbox to associate a separate requestor email for tickets initiated by responders.

Note: This feature is helpful for agents filing tickets on behalf of requestors (customers or internal users). It allows them to associate the ticket with the requestor's email address instead of their own.

• Click on Save to save the integration successfully

Enabling Ticketing for a Collection

Create Tickets

Create Tickets Manually (using Emoji)

How to use emoji reaction to manually create a Freshdesk ticket?

• A conversation is initiated on the request channel.

• React to the first message on the thread using the 🎫 emoji.
• A Freshdesk ticket is created for the thread. All messages in the thread (along with the attachments) are synced to the ticket.

Filing Freshdesk tickets of different priorities using Emojis

You can directly file tickets of a desired priority using an emoji. This helps you and your customers raise urgent/high-priority requests in one click.

This feature isn't supported through the UI at the moment. Please reach out to us via Slack or email us at [e-mail] to enable it.

Emoji Priorities - These emojis will visually signify the urgency or importance of the ticket. The following emojis are specified for different priorities:

• 🟦 - Low Priority
• 🎟️: - Medium Priority (This remains unchanged from the default setup)
• 🟧 - High Priority
• 🟥 - Urgent Priority

Create Tickets Automatically

How to automatically convert threads into Freshdesk tickets?

• Every new conversation (Slack thread) initiated on the request channel gets converted into a Freshdesk ticket automatically.

• As soon as the ticket conversation occurs, ClearFeed posts a message on the Slack thread sharing the Freshdesk ticket details.

Create from Triage Channel

How to file Freshdesk tickets from the Triage channel?

Requests in the Triage channel can be easily converted to Freshdesk tickets using the More Actions button. Follow the steps below:

• For any request on the Triage channel, click on the More Actions button.

• This will open a modal. Here, select the File a Freshdesk Ticket option and proceed.

• This successfully converts the request into a Freshdesk ticket.

• The corresponding request channel thread on Slack now displays the title, ID, and Status of the Freshdesk ticket.

Functionalities

Once you create a Freshdesk ticket from Slack, ClearFeed enables the following:

• Replies on the Slack thread and the Freshdesk ticket are synced bidirectionally.

• The corresponding request channel thread on Slack displays the Title, ID, URL, and Status of the Freshdesk ticket.

• Status changes from Freshdesk are reflected on Slack.

• Freshdesk Custom Statuses are shown on Slack.

• ClearFeed adds the following labels to the Freshdesk ticket: slack-channel-name, clearfeed, name of the form used to create the ticket.

• Public comments from the triage channel are synced back to the Freshdesk ticket.

• Internal Comments from the triage channel are synced to the Freshdesk ticket as Private Notes.

  • Private Notes from Freshdesk can also sync back to the triage channel.

• Status change updates are posted on the Slack thread when the Freshdesk ticket is moved to Solved status.

Settings

Sync Settings

Sync settings allow you to choose whether messages are synced bidirectionally or in a single direction. Additionally, you can decide if updates to the linked ticket's status are shared in the Slack thread.

For all Tickets

To configure common sync settings for all new tickets - follow the steps below:

1. Access Sync Settings by navigating to Forms

2. Choose your Message Sync Mode

3. Select whether status updates are shared in the Status Sync Mode setting

For Individual Tickets

You can also configure different sync settings for individual tickets. Once a ticket is created from Slack, access the three-dot menu (shown in the illustration below) and configure your settings.

Only Responders can configure Sync Settings for individual tickets from the request channel in Slack

Message Sync Mode

Determines how messages are synced between Slack and Zendesk.

• 2-way sync between Zendesk and Slack thread: Replies from Slack are posted on Zendesk and comments from Zendesk are synced to Slack.

  • Only forward sync from Slack thread to Zendesk: Replies from Slack are posted on Zendesk but comments from Zendesk are not posted back on Slack.

• Only backward sync from Zendesk to Slack thread: Only Zendesk comments are posted on Slack and replies from Slack do not go to Zendesk.

• No sync between Zendesk and Slack thread: No comments are synced from Slack or Zendesk.

Status Sync Mode

Determine whether status updates are shared on the request channel thread on Slack or not.

Updates are only delivered when the status is changed to "Solved" or moved to "Open" from "Solved"

• Sync key status changes from Zendesk to Slack thread: Whenever the ticket is "Solved" or moved to "Open" from "Solved - the updates are shared on Slack.

• No sync of status changes from Zendesk to the Slack thread: No status updates are synced to Slack.

AI-Summarization Setting

You can access these settings on the Settings tab here.

If enabled, the Description of the ticket will include a summary of the thread messages followed by the messages themselves. If disabled, only the messages will be included.

AI summarization for Freshdesk

Freshdesk Forms

Currently, only the Priority and Source fields are supported for Freshdesk Forms. Please get in touch with us at [e-mail] or via Slack if you want us to add support for more fields.

Visit the Forms section to learn how to set up forms and utilize them for ticket creation.

Forms

Creating Tickets with Forms

• Once the forms are set up, users will see a File Ticket button. Clicking this button will prompt users to complete ticket creation.

• If multiple forms are set up, a drop-down will appear asking the user to choose which form to fill for the particular ticket.

Creating Tickets with Forms enabled

Edit Tickets from Slack

You can manage Freshdesk tickets filed using ClearFeed directly from a Triage channel. This allows agents to view and edit the ticket's details, and directly solve them, all from a Triage.

Learn more about this here.

Reverse Freshdesk Flow

Work on Freshdesk Tickets created from other channels (eg. email, help centre, chat) from Slack using ClearFeed's Reverse Freshdesk flow.

Setup

Configuring Slack and ClearFeed to support Freshdesk ticketing

1. Create a dedicated Slack channel to receive the tickets and monitor the channel using ClearFeed (learn how to monitor a channel).

   • Configure Freshdesk as the ticketing integration for the Collection to which the channel created above is added - Setup Freshdesk ticketing for a Collection

2. Create a new Slack Webhook Workflow

   1. Go to Slack Workflow Builder

   2. Create a workflow and start the workflow from a webhook

   3. Configure the variables ticket_id

   4. As a next step, select Send Messages to a channel

   5. Select the channel that we configured in Step 1

   6. Add the message exactly as follows: Ticket #ticket_id needs attention

      1. You can add more details/variables to the message after the first line. Make sure the first line stays as shown above.

   7. Finish and publish the workflow

1. Copy the Web Request URL from the webhook workflow step once published.

1. Whitelist the Slack Webhook Workflow Bot: Go to the following page → https://web.clearfeed.app/settings/additional-settings and under Bot Whitelisting Preferences, select and add the bot with the same name as the webhook workflow created previously.

Configuring Freshdesk to send tickets to Slack

1. Now go to Freshdesk Admin Center → Workflows -> Automations and add a New Rule under the Ticket Creation category.

2. Add the following condition mandatorily:

You can also add other conditions and rules, but make sure that any new ticket that is created should satisfy the rule mentioned below.

1. Under the actions dropdown, select the Trigger Webhook action. Then, add the details as shown below:

   1. Request Type: POST

   2. URL: Place the Web Request URL we obtained from the Slack workflow

Testing the workflow

1. Start a ticket directly from Freshdesk via email (to the Freshdesk support group)

2. Notice how the ticket comes as a notification into Slack in the monitored channel

3. ClearFeed replies to the notification with ticket sync details

4. Reply to the Slack thread and observe how the comments get synced back to Freshdesk and vice-versa.