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.
Open the Settings page and head over to Integrations
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.
Enable Ticketing
On the ClearFeed web application, open the Collection where you want to enable Ticketing
Click on
Settings
tab, and expand theTicketing Settings
section.Enable the toggle, and choose the
Freshdesk
as theTicketing 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
Create Tickets
Create Tickets Manually (using Emoji)
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 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:
Create Tickets Automatically
Create from Triage Channel
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.
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:
Access Sync Settings by navigating to Objects
Choose your Message Sync Mode
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 Freshdesk.
2-way sync between Freshdesk and Slack thread: Replies from Slack are posted on Freshdesk, and comments from Freshdesk are synced to Slack.
Only forward sync from Slack thread to Freshdesk: Replies from Slack are posted on Freshdesk, but comments from Freshdesk are not posted back on Slack.
Only backward sync from Freshdesk to Slack thread: Only Freshdesk comments are posted on Slack, and replies from Slack do not go to Freshdesk.
No sync between Freshdesk and Slack thread: No comments are synced from Slack or Freshdesk.
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 Freshdesk 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 Freshdesk to the Slack thread: No status updates are synced to Slack.
Freshdesk Forms
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.
Edit Tickets
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.
After completing the steps below, please contact us on Slack or via support@clearfeed.ai to enable this feature for your account.
Setup
Configuring Slack and ClearFeed to support Freshdesk ticketing
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
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
Customize the message body to include mandatorily the ticket_id variable
Finish and publish the workflow
Copy the Web Request URL from the webhook workflow step once published.
Whitelist the Slack Webhook Workflow Bot: Go to the following page → https://web.clearfeed.app/settings/users and under Whitelist Bot, select and add the bot with the same name as the webhook workflow created previously.
Configuring Freshdesk to send tickets to Slack
Now go to Freshdesk Admin Center → Workflows -> Automations and add a New Rule under the Ticket Creation category.
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.
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
Creating and working on Tickets using this approach
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.
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