The Freshdesk: Add note to Ticket integration allows for easy connectivity between your OneBlink forms and your Freshdesk system. Once configured, any OneBlink form can be used to add a note to an existing ticket in your Freshdesk account.
Setting up the Integration
1. Open the Integrations Menu and navigate to the Freshdesk integration card.
2. Click EDIT INTEGRATION and add your Freshdesk base URL, Agent API key and click SAVE.
- If you are using a custom domain for your portal you will need to use the original URL (yourcompany.freshdesk.com).
- An Agent API key can be found by clicking the agent icon in the top right of your Freshdesk portal and selecting profile settings.
Note: The Agent API Key used for this integration will be appear as the one adding notes to tickets. The suggestion is to add an Agent to you freshdesk account with a generic name for example "OneBlink Form". This way when new notes are added to tickets you know they are created from the OneBlink form instead of appearing as tho they were added by an agent.
Setting up the Workflow Event
The Add a note to Ticket event has almost no configuration. Simply add the workflow event to the form you want to use and you are good to go. If you are adding the integration as an approval event you can specify if you would like to add any approval from data. For more information on this check out the workflow article.
Setting Up Freshdesk
Next to ensure that the forms that are being submitted are updating the correct Freshdesk tickets we need to do some configuration in your Freshdesk Account.
Step 1 - Click the more info button on your Freshdesk: Add Note To Ticket event. Select the app you are going to use for the form (if you only have one app this selection is hidden), and copy the Freshdesk Canned Response Template.
Step 2 - Open your Freshdesk Account, click the Admin button in the left side menu and click the Canned Responses settings.
Step 3 - Click the Create New button
Step 4 - Add a Response Title, paste in the Canned Response Template from Step 1 and click save.
Note: It is important that the canned response includes the full link to the form, this includes the external ID that connects the form submission to the Freshdesk ticket.
Now when a new ticket is created your agents will be able to select this canned response.
This can be done by clicking Reply, selecting Canned Response, and clicking insert canned response.
Click send to send the canned response and form link to the requester.
The Requester will receive an email with the link to the form.
Once the form is completed and submitted the content from the form will be added as a public note to the ticket.
If you have any question or would like assistance with setting up your Freshdesk integration, please contact us via this support portal or email firstname.lastname@example.org. We are happy to assist in any way we can.