Getting started with Ideolve integration

Step 1: Sign up on Ideolve

1. Sign up for Ideolve using email id on your official domain. This email id is the primary contact for your organization and will be required in further steps.
2. Login with helpdesk@<domain>
3. Login to Ideolve and Create a work-space that will receive the tickets.
4. Update workspace controls and default note controls to secure access and content. 
5. Invite all the users in all the teams to the workspace. 
6. Create groups to map the different teams. These will be used in the Freshdesk webhook.
7. Add team members to all the groups. 

Step 2: Collect Freshdesk credentials to be shared for Ideolve API key generation

Get the following information from Freshdesk to be shared with the Ideolve team for configuring the access via API:

1. Freshdesk URL
2. API key for freshdesk user
3. Freshdesk user details

A. Get the Freshdesk URL

1. Log in to Freshdesk and go to Admin
2. From the Support Channels choose the Portals option
3. Click on the name of your portal
4. The Portal URL box holds the Freshdesk URL.
   

B. API key for Freshdesk user

1. On the top-right corner of your Freshdesk interface, click the user icon, and choose the Profile Settings option.
2. The right pane will show the API key for use.
   

C. Freshdesk user details

1. On the top-right corner of your Freshdesk interface, click the user icon, and choose the Profile Settings option.
2. The left pane shows the user details
   

Step 3: Get the Ideolve API Key

Write to sales@mithi.com to get the API key.

The following details are required to generate the API key:

1. Information collected in step 2 above
2. Email id of the primary contact 
3. The workspace name created

Step 4: Configure Freshdesk webhooks

To configure Freshdesk webhooks,

1. Log in to Freshdesk and go to Admin
2. From the Helpdesk Productivity choose the Automation option
   
3. Define the following rules.
   1. Add a rule to create a note on Ideolve when a new ticket is created.
   2. Add a rule to add a comment to the note on Ideolve when an agent or the customer posts a reply.
   3. 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.