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Integration with Freshdesk

Overview

Organizations use 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 with 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. 
  • 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.
  • 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 log in to Ideolve, and browse through all the communications, and other information provided by the helpdesk agent. 
  • Experts then communicate & collaborate with the agents using the note in Ideolve and arrive at a resolution.
  • Experts also have an option of directly communicating with the customer by using the Freshdesk integrations to post a reply to the helpdesk ticket.

Getting Started

This section documents the one-time configurations required to integrate Freshdesk and Ideolve.

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 to Ideolve and Create a work space that will receive the tickets.
  3. Create two groups - an agents group and an experts group.
  4. Invite users of both the groups to the Workspace
  5. Update workspace controls and default note controls to secure the access and content. The suggested controls allow all invities to add comments to notes automatically created in the workspace, but does not allow them to delete or create notes.

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 (How to get API Key)
  3. Freshdesk user details

Step 3: Get the Ideolve API Key

Write to onboarding@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. Ideolve login ID used in Step 1
  3. The workspace created in Step 1

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 agents group 

Removing a Freshdesk agent

  1. Remove the agent from Freshdesk
  2. Login to Ideolve using the email id of the primary contact and remove the agent from the agents group
  3. Write to Mithi at onboarding@mithi.com 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 expert to the workspace
    2. Add the user id to the experts group 

Removing a member from the expert teams 

  1. Login to Ideolve using the email id of the primary contact and remove the user id from the experts group
  2. Write to Mithi at onboarding@mithi.com 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.

                                                                       Fig. Adding a trigger on a new ticket created

                                                                     Fig. Configuring the trigger on a new ticket created

The Trigger WebHook method and the attributes are explained 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.


Sample JSON : freshdesk_newticket_headers.json


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

attachments - ticket.attachments


Sample JSON: freshdesk_newticket_content.json


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 an agent or requester
    • When a reply is sent

                                                             Fig. Add a trigger when a reply is added to a ticket 

                                                         Fig. Configuring the trigger on reply event

The Trigger WebHook method and the attributes are explained 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.

Sample JSON: freshdesk_reply_headers.json


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

Sample JSON: freshdesk_reply_content.json



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

                                                                                 Fig. Add a trigger on ticket update

                                                                  Fig. Configuring the ticket on ticket update

The Trigger WebHook method and the attributes are explained 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.

Sample JSON: freshdesk_updatenote_headers.json


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

Sample JSON: freshdesk_updatenote_content.json