Setup Ticketing for a Collection
Following are the two things that you need to complete to start using Freshdesk to create ticket from a channel:
Add the relevant integration in account settings
Configure the integrated ticketing system's settings in collections
Details of #1 were covered in the previous integration section. Follow the below steps to configure collections configurations for Freshdesk tickets
Collection Configurations
Choose the Collection for which you want to enabled Freshdesk Ticketing in the left panel
Click on "Settings" tab
Click on "Ticketing Settings" section
Choose the Freshdesk as the
Ticketing Integration
Choose creation mode - Emoji or Automatic
If it's Emoji based trigger, select the emoji from the pre-filled list
Click on
Save
to successfully save the integration
ClearFeed can give you the ability to push internal comments from the triage channel as Private Notes on Freshdesk. Learn how to enable the same here.
Once you've completed the above steps successfully, you can create a Freshdesk ticket from any channel connected to the collection for which you've set up the above configuration. You can read details on creating Freshdesk tickets on Slack after configuring the above settings here.
If you've set up Emoji Trigger mode, read here on how to use this mode.
If you've set up Automatic Trigger mode, read here on how to use this mode.
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