Freshdesk
Introduction
This document serves as a guide to integrating the Freshdesk customer support platform with Autom Mate. Freshdesk, developed by Freshworks, is a cloud-based solution designed to streamline customer support processes, manage tickets, and enhance overall customer satisfaction. This integration with Autom Mate enables users to perform various actions within Freshdesk directly from the Autom Mate platform, providing a seamless workflow for customer support tasks.
What is Freshdesk?
Freshdesk is a versatile customer support platform that offers features such as ticket management, multi-channel support, knowledge base management, and automation tools. It aims to simplify customer interactions, improve ticket resolution times, and optimize support workflows for businesses of all sizes.
Autom Mate Integration with Freshdesk
The integration between Autom Mate and Freshdesk brings together the power of streamlined automation and robust customer support management. By seamlessly connecting these platforms, users gain the ability to effortlessly perform a variety of tasks within Freshdesk directly from the Autom Mate platform. Whether it's updating ticket information, creating new support requests, retrieving user details, accessing attachment contents, or fetching the latest ticket conversations, this integration simplifies and accelerates critical customer support processes. With Autom Mate's intuitive interface and Freshdesk's comprehensive features, businesses can enhance their support workflows, improve efficiency, and ultimately deliver exceptional customer experiences.
Using the Integration
To begin using the Freshdesk App integration with Autom Mate, follow these steps:
Credentials
Sign in to your Autom Mate account.
Go to the Vault page under Management.
Navigate to the Freshdesk App integration section.
Enter your Freshdesk credentials, including the API Key and Domain, to establish a connection.
Save the credentials to enable the integration.
How To Use Actions
Add Note
To add a note to an existing ticket in Freshdesk, follow these steps:
Description: Adds a new note to an existing ticket in Freshdesk.
Purpose: To update ticket information with additional notes or comments.
Usage:
Click on the "Add Note" action.
Enter the Ticket ID of the ticket you wish to update.
Choose whether the note should be Private or Public.
Provide the User ID of the person adding the note.
Input the Note Content and attach files if needed.
Execute the action to update the ticket with the note.
Inputs:
Ticket ID: The ID of the ticket to update.
Note Type: Private or Public.
User ID: The ID of the user adding the note.
Note Content: The text content of the note.
Attachments: Any files to attach to the note.
Output: The result of the action will indicate if the note was successfully added.
Create Ticket
To create a new support ticket in Freshdesk, follow these steps:
Description: Creates a new support ticket in Freshdesk.
Purpose: To raise new support requests or issues.
Usage:
Select the "Create Ticket" action.
Fill in the required fields:
Subject: The subject line of the new ticket.
Description: Detailed information about the ticket.
Requester Email: Email address of the person raising the ticket.
Status: Current status of the ticket (e.g., Open, Pending).
Priority: Priority level of the ticket.
Ticket Type: Type of ticket being created.
Source: Channel from which the ticket originated.
Due By: Deadline for ticket resolution.
Group ID: ID of the support group handling the ticket.
Product ID: ID of the associated product.
Execute the action to create the new ticket in Freshdesk.
Inputs:
Subject: The subject line of the new ticket.
Description: Detailed information about the ticket.
Requester Email: Email address of the person raising the ticket.
Status: Current status of the ticket.
Priority: Priority level of the ticket.
Ticket Type: Type of ticket being created.
Source: Channel from which the ticket originated.
Due By: Deadline for ticket resolution.
Group ID: ID of the support group.
Product ID: ID of the associated product.
Output: The result of the action will indicate if the ticket was successfully created.
Find User via E-mail
To locate a user within Freshdesk using their email address, follow these steps:
Description: Locates a user within Freshdesk using their email address.
Purpose: To search for and retrieve user details for ticket assignment or information.
Usage:
Choose the "Find User via E-mail" action.
Enter the Email Address of the user you want to locate.
Execute the action to search for and retrieve the user's details.
Inputs:
Email Address: The email address of the user to locate.
Output: The result of the action will display the user's details if found.
Get Attachment Contents
To retrieve the content of attachments from a ticket in Freshdesk, follow these steps:
Description: Retrieves the content of attachments from a ticket in Freshdesk.
Purpose: To access and view attachment files associated with a ticket.
Usage:
Use the "Get Attachment Contents" action.
Provide the Attachment IDs of the desired files.
Execute the action to retrieve the contents of the attachments.
Inputs:
Attachment IDs: The identifiers of the attachments to retrieve.
Output: The result of the action will provide the contents of the attachments.
Get Last Ticket Conversation
To fetch the details of the last conversation from a specific ticket in Freshdesk, follow these steps:
Description: Retrieves the details of the last conversation from a specified ticket.
Purpose: To view the most recent communication or updates on a ticket.
Usage:
Select the "Get Last Ticket Conversation" action.
Input the Ticket ID for the conversation you wish to retrieve.
Execute the action to fetch the details of the last conversation from the specified ticket.
Inputs:
Ticket ID: The ID of the ticket for which to retrieve the last conversation.
Output: The result of the action will display the details of the last ticket conversation.
Upload Attachment to Ticket
Description and Purpose
The Freshdesk - Upload Attachment to Ticket action allows Autom Mate users to upload files directly to a specific Freshdesk ticket. This action is essential for automating the process of attaching documents, images, or other files to tickets, which can be helpful in customer support workflows for providing additional context, troubleshooting information, or reports.
By selecting the appropriate Ticket ID and Attachment Content, users can seamlessly upload files to the ticket and store the response in a designated variable.
Usage Instructions
Select App Credential
App Credential (Required): Select the credential that enables the Freshdesk connector. Example:
Freshdesk AccountThis credential ensures secure communication between Autom Mate and Freshdesk, allowing file uploads.
Provide Ticket ID
Ticket ID (Required): Specify the unique ID of the ticket to which the attachment should be uploaded. Example:
Copy12345This field tells Autom Mate which Freshdesk ticket the files will be associated with.
Provide Attachment Content
Attachment Content (Required): Enter the attachment details in JSON format. Each file must have a file_name and file_content (base64-encoded string).
Example:
[{"file_name":"sample.xlsx","file_content":"base64"},{"file_name":"icon.png","file_content":"base64"}]file_name: The name of the file (including the extension, e.g.,.xlsx).file_content: The base64-encoded content of the file.
Assign Output Variable
Assign Output to Variable (Required): Select an object-type variable (e.g., UploadAttachmenttoTicket_output_ada5b143b16d4eada6a85c6e79cfd612) to store the response from the Freshdesk API after the attachment is uploaded.
Execute and Review
Run the action. After execution, the attachment will be uploaded to the specified Freshdesk ticket, and the response will be stored in the assigned output variable.
Inputs
App Credential
Select the credential that connects Autom Mate to Freshdesk (e.g., Freshdesk HERO).
Ticket ID
Specify the Freshdesk ticket ID to attach files to (e.g., 12345).
Attachment Content
Provide the list of attachments in JSON format, each with a file_name and file_content (base64-encoded).
Outputs
Upload Attachment Output
Contains the response from Freshdesk after the attachment upload, typically containing status and metadata.
Example
App Credential:
Freshdesk AccountTicket ID:
12345Attachment Content:
[{"file_name":"sample.xlsx","file_content":"base64"},{"file_name":"icon.png","file_content":"base64"}]Output Variable: The output variable will store the response from Freshdesk after the attachment is uploaded, containing metadata about the upload.
Additional Tips
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