Add a rule to create a note on Ideolve when a new ticket is created.
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Log in to Freshdesk
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Navigate to the Admin interface
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Under Helpdesk Productivity, select Automations
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Under Ticket Creation, add a new rule by clicking on the New rule button.
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Give a name to the rule.
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The rule should be triggered When a ticket is created.
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The Trigger WebHook method and the attributes are explained as below
| Element | Value |
|---|---|
|
Method Type
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POST
|
|
URL
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https://api.ideolve.com/v3/connector/event |
|
Header
|
The compulsory attributes and their values should be as follows: connector-client-id: as provided by Mithi x-api-key - as provided by Mithi event-origin - Freshdesk event-type - AddNote The x-api-key and connector-client-id will be provided by Mithi on request. |
|
Body/Payload
|
The compulsory attributes and their values should be as follows: subject - value should include ticket.status, ticket.subject and the ticket.contact.name. notehtmltext - value should include ticket.contact.name, ticket.contact.email and ticket.description ticketNo - ticket.id readonly - value should be true |
Add a rule to add a comment to the note on Ideolve when an agent or the customer posts a reply.
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Log in to Freshdesk
-
Navigate to the Admin interface
-
Under Helpdesk Productivity, select Automations
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Under Ticket Updates, add a new rule by clicking on the New rule button.
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Give a name to the rule.
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The rule should be triggered
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When the ticket is updated.
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When an action is performed by agent or requester
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When reply is sent
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The Trigger WebHook method and the attributes are explained as below
| Element | Value |
|---|---|
|
Method Type
|
POST
|
|
URL
|
https://api.ideolve.com/v3/connector/event |
|
Header
|
The compulsory attributes and their values should be as follows: connector-client-id: as provided by Mithi x-api-key - as provided by Mithi event-origin - Freshdesk event-type - AddComment The x-api-key and connector-client-id will be provided by Mithi on request. |
|
Body/Payload
|
The compulsory attributes and their values should be as follows: notehtmltext - value should include ticket.contact.name, ticket.contact.email and ticket.description ticketNo - ticket.id |
Add a rule to update the note title and the list of Ideolve groups with whom the note is shared when the status of the ticket changes
-
Log in to Freshdesk
-
Navigate to the Admin interface
-
Under Helpdesk Productivity, select Automations
-
Under Ticket Updates, add a new rule by clicking on the New rule button.
-
Gave a name to the rule.
-
The rule should be triggered
-
When the ticket is updated.
-
When an action is performed by an agent
-
When the status is changed from ANY to ANY
-
-
The Trigger WebHook method and the attributes are explained as below
| Element | Value |
|---|---|
|
Method Type
|
POST
|
|
URL
|
https://api.ideolve.com/v3/connector/event |
|
Header
|
The compulsory attributes and their values should be as follows: connector-client-id: as provided by Mithi x-api-key - as provided by Mithi event-origin - Freshdesk event-type - UpdateNote The x-api-key and connector-client-id will be provided by Mithi on request. |
|
Body/Payload
|
The compulsory attributes and their values should be as follows: subject - value should include ticket.status, ticket.subject and the ticket.contact.name. notehtmltext - value should include ticket.contact.name, ticket.contact.email and ticket.description ticketNo - ticket.idreadonly - value should be true |