Freshdesk Setup

To find your API key:

1. Visit the Freshdesk dashboard.
2. Click your profile picture in the top right of the screen.
3. Select Profile Settings
4. You will now see your API key on the right.

Connector Setup

When the connector is setup on an account you will need to provide:

• Freshdesk Domain: The name of your Freshdesk domain, e.g. “http://myaccount.freshdesk.com ” without “https://” or a trailing forward slash. Must be a http://freshdesk.com domain; custom domains are not allowed.
• API Key: See above steps on where this can be found.

Webhooks

If you want to set up a Ticket Closed webhook step, you heed need to add it to your cycle, and then open the Freshdesk dashboard:

1. Select the Admin cog on the left hand side navigation bar.
2. Scroll down to the Helpdesk Productivity Section, and select Automations.
3. Choose Rules that run on: Ticket Updates and select New rule.
4. Set Rule name and Involves any of these events as follows:
5. Set Request Type to POST.
6. For the URL, you need to go back to your Cyclr workflow, and copy the address from the settings in the webhook step.
7. Leave the other fields as they are, and under Content, select Advanced.
   • The section should now look like this:
8. In the Write custom API request text box, paste the following template:

{
	"ticket": {
		"id": " {{ticket.id}} ",
		"subject": " {{ticket.subject}} ",
		"ticket_type": " {{ticket.ticket_type}} ",
		"priority": " {{ticket.priority}} ",
		"due_by_time": " {{ticket.due_by_time}} ",
		"helpdesk_name": " {{helpdesk_name}} ",
		"portal_name": " {{ticket.portal_name}} ",
		"product_description": " {{ticket.product_description}} ",
		"source": " {{ticket.source}} ",
		"status": " {{ticket.status}} ",
		"triggered_event": " {{triggered_event}} ",
		"tags": " {{ticket.tags}} ",
		"latest_public_comment": " {{ticket.latest_public_comment}} ",
		"latest_private_comment": " {{ticket.latest_private_comment}} ",
		"portal_url": " {{ticket.portal_url}} ",
		"agent": {
			"name": " {{ticket.agent.name}} ",
			"email": " {{ticket.agent.email}} "
		},
		"company": {
			"name": " {{ticket.company.name}} ",
			"description": " {{ticket.company.description}} ",
			"note": " {{ticket.company.note}} ",
			"domains": " {{ticket.company.domains}} ",
			"health_score": " {{ticket.company.health_score}} ",
			"account_tier": " {{ticket.company.account_tier}} ",
			"renewal_date": " {{ticket.company.renewal_date}} ",
			"industry": " {{ticket.company.industry}} "
		},
		"contact": {
			"name": " {{ticket.contact.name}} ",
			"firstname": " {{ticket.contact.firstname}} ",
			"lastname": " {{ticket.contact.lastname}} ",
			"mobile": " {{ticket.contact.mobile}} ",
			"email": " {{ticket.contact.email}} ",
			"phone": " {{ticket.contact.phone}} ",
			"address": " {{ticket.contact.address}} ",
			"unique_external_id": " {{ticket.contact.unique_external_id}} "
		},
		"group": {
			"name": " {{ticket.group.name}} "
		}
	}
}

9. Select Preview and save.

To make sure you set the webhook up correctly, check that the summary looks like this:

To use your webhook, save and enable it.

Note: If you accidentally delete the webhook step and need a new one, you can simply edit the rule and update the URL with that of the new step.