Integration with Freshdesk

Overview

Organizations use a Freshdesk to communicate with the customers to answer their queries or solve their problems. The help-desk is manned by people who are trained on the working of the products and system within the organization and can assist the customers for routine queries and problems. These people are called the help-desk agents

However, for some tickets, the agents require to collaborate with other experts within the organization for quick and quality resolutions.

The Freshdesk + Ideolve integration provides an efficient way of collaboration between the agents on Freshdesk and experts in the organization for quick and quality resolutions of customer tickets.

Automatic sharing of all the communication between the customer and agents with the experts reduces the resolution time drastically and also improves the quality of the response.
Other benefits include:
  • Automatic creation of a knowledge base that can be used to improve the products and the documentation.
  • All staff engaged in providing solutions do not need a Freshdesk account.
  • All ticket information archived to Ideolve

Workflow

  • For every account on Freshdesk, a corresponding work-space has to be created on Ideolve. 
  • While the Freshdesk agents have an account on Freshdesk and Ideolve, the experts will have accounts only on Ideolve.
  • Whenever a new ticket is created in Freshdesk, a corresponding note is created in Ideolve. By default, it is not shared with any groups on Ideolve and is visible only when the helpdesk@<domain> user logins to Ideolve. This helps reduces clutter on Ideolve while still ensuring all ticket communication is archived on Ideolve.
  • Whenever the customer or the agent communicates on the ticket, the Ideolve note will be updated with a comment. The comment will record the communication.
  • Now when the agent wants to collaborate with an expert within the organization to resolve the ticket, he will simply change the status of the ticket. Let's say, he changes the status to "Escalate to Expert". The update ticket rule configured on Freshdesk will update the title/subject of the note on Ideolve and the note will be shared with the expert group created on Ideolve.
  • Each member of the expert group will get an email alert.
  • Experts can then login to Ideolve, browse through all the communications, and other information provided by the helpdesk agent, and provide the resolution as a comment in Ideolve.
  • The helpdesk agent will review the comments and resolve the ticket.

Getting Started

Step 1: Sign up on Ideolve

  1. Sign up for Ideolve using an 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 the 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

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

Configure Freshdesk webhooks

  • Add a rule to create a note on Ideolve when a new ticket is created.
  • Add a rule to add a comment to the note on Ideolve when an agent or the customer posts a reply.
  • 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.

Maintenance of the connector

As the team composition of the agents and experts changes, Freshdesk and Ideolve configurations have to be updated as mentioned in the sections below.

Adding a new Freshdesk agent

  1. Add the new agent on Freshdesk
  2. Login to Ideolve using the email id of the primary contact.
    1. Invite the agent to the workspace
    2. Add the user id to the L1 group 

Removing a Freshdesk agent

  1. Remove the agent from Freshdesk
  2. Login to Ideolve using the email id of the primary contact.
    1. Remove the agent from the L1 group
  3. Write to Mithi to disable Ideolve access for the user 

Adding a member to the expert teams 

  1. Login to Ideolve using the email id of the primary contact.
    1. Invite the agent to the workspace
    2. Add the user id to the relevant group 

Removing a member from the expert teams 

  1. Login to Ideolve using the email id of the primary contact.
    • Remove the user id from the relevant group
  2. Write to Mithi to disable Ideolve access for the user 

Freshdesk Webhook configurations

Add a rule to create a note on Ideolve when a new ticket is created.

  1. Log in to Freshdesk
  2. Navigate to the Admin interface
  3. Under Helpdesk Productivity, select Automations
  4. Under Ticket Creation, add a new rule by clicking on the New rule button.
  5. Give a name to the rule.
  6. The rule should be triggered When a ticket is created.
  7. 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 - 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.

  1. Log in to Freshdesk
  2. Navigate to the Admin interface
  3. Under Helpdesk Productivity, select Automations
  4. Under Ticket Updates, add a new rule by clicking on the New rule button.
  5. Give a name to the rule.
  6. The rule should be triggered 
    • When the ticket is updated.
    • When an action is performed by agent or requester
    • When reply is sent
  7. 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

  1. Log in to Freshdesk
  2. Navigate to the Admin interface
  3. Under Helpdesk Productivity, select Automations
  4. Under Ticket Updates, add a new rule by clicking on the New rule button.
  5. Gave a name to the rule.
  6. 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
  7. 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