Freshdesk
This section will cover ClearFeed<>Freshdesk Integration
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This section will cover ClearFeed<>Freshdesk Integration
Last updated
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ClearFeed Freshdesk integration, is powerful and flexible, allowing agents or responders to easily setup and create bi-directionally synced tickets from Slack.
Open the Settings page and head over to
Click on Connect next to Freshdesk
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.
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.
Once you sign in, you will be redirected to ClearFeed, and your integration will be completed.
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
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 support@clearfeed.ai 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:
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.
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.
To configure common sync settings for all new tickets - follow the steps below:
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.
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.
Currently, only the Priority and Source fields are supported for Freshdesk Forms. Please get in touch with us at support@clearfeed.ai 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.
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.
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.
Work on Freshdesk Tickets created from other channels (eg. email, help centre, chat) from Slack using ClearFeed's Reverse Freshdesk flow.
Create a new Slack Webhook Workflow
Go to Slack Workflow Builder
Create a workflow and start the workflow from a webhook
Configure the variables ticket_id
As a next step, select Send Messages to a channel
Select the channel that we configured in Step 1
Add the message exactly as follows: Ticket #ticket_id needs attention
You can add more details/variables to the message after the first line. Make sure the first line stays as shown above.
Finish and publish the workflow
Copy the Web Request URL from the webhook workflow step once published.
Now go to Freshdesk Admin Center → Workflows -> Automations and add a New Rule under the Ticket Creation category.
Add the following condition mandatorily:
Under the actions dropdown, select the Trigger Webhook action. Then, add the details as shown below:
Request Type: POST
URL: Place the Web Request URL we obtained from the Slack workflow
Start a ticket directly from Freshdesk via email (to the Freshdesk support group)
Notice how the ticket comes as a notification into Slack in the monitored channel
ClearFeed replies to the notification with ticket sync details
Reply to the Slack thread and observe how the comments get synced back to Freshdesk and vice-versa.
Can you sync private notes from Freshdesk to Slack or vice-versa?
React to the first message on the thread using the emoji.
- Low Priority
: - Medium Priority (This remains unchanged from the default setup)
- High Priority
- Urgent Priority
Access Sync Settings by navigating to
Choose your
Select whether status updates are shared in the setting
Only can configure Sync Settings for individual tickets from the request channel in Slack
You can access these settings on the Settings tab .
Learn more about this .
Create a dedicated Slack channel to receive the tickets and monitor the channel using ClearFeed (learn ).
Configure Freshdesk as the ticketing integration for the Collection to which the channel created above is added -
Whitelist the Slack Webhook Workflow Bot: Go to the following page → and under Bot Whitelisting Preferences, select and add the bot with the same name as the webhook workflow created previously.
Answer: Yes, you can sync internal comments from the Slack triage channel to Freshdesk and vice-versa. To configure this, you can follow the guide .