Freshdesk

Freshdesk is a cloud-based software that helps streamline customer support. Coupled with the power of xMatters, this workflow:

  • Quickly notifies the agent or group that they've been assigned to a ticket using their preferred devices.
  • Automatically updates the ticket with information about the notification, including who responded and how, and includes any comments they added.

How it works

When a ticket meets a specified threshold in Freshdesk, it sends a JSON-formatted webhook to xMatters. A Freshdesk trigger in xMatters parses the webhook and initiates a flow. The webhook includes essential alert data you can use to enrich notifications to users or when building automated tasks. Freshdesk agents are targeted based on mapping that connects their Freshdesk email address to their xMatters work email address. If these addresses are not the same, you will need to open the workflow in Flow Designer and update the Find User step in the Agent flow.

Prerequisite

To enable automatic ticket assignment, you need to map users in xMatters to their Freshdesk account IDs. You can do this by creating a custom user property in xMatters that stores the Freshdesk account ID.

  1. Create a custom user property in xMatters, making sure you name the field "Freshdesk Email or User ID". This name is important (and case-sensitive!) as the code relies on this specific text to find the Freshdesk username.
  2. For each user, populate this field with the user's Freshdesk account ID. You can use the User Upload feature in xMatters to populate custom user properties if you have many users to update.
  1. Go to the Workflow Templates page and click the Freshdesk tile.
  2. On the Set up the Workflow tab, give the workflow a name (this must be unique in your instance) and add an optional description.
    • You can edit these later, if needed.

  3. Click Next to set up the connection.
  4. Choose the authentication method you want to use to generate the trigger URL.
  5. Click Next.
  6. Copy the trigger URLs — you’ll use these to configure the webhooks in Freshdesk.
    • The trigger URLs include the recipients parameter, which specifies who should be notified. By default, this parameter is set to notify you (the logged in user), but you can set it to target any user or group you want.

  7. You can copy the Configuration Payload to configure the signal in the source application.
  8. Click Open Workflow.
  9. Go to the Freshdesk Alerts - Group Assigned without Agent trigger, and double-click to open the configuration screen.

  10. Copy the initiation URL. This is the second URL required to configure Freshdesk.

  11. Close the window.
  12. Now that the workflow is installed and you have the two trigger URLs, let's to go to Freshdesk and configure it to communicate with xMatters.

How to use the workflow

When a condition you've set fires, it sends a signal to xMatters, which creates an alert and notifies the individual or the on-call members of groups you set as recipients in the webhook URL. When the trigger receives a signal saying the issue is resolved, it automatically terminates related alerts in xMatters.

Next Steps

Now that you've installed the workflow, you can use it as-is, or customize it to suit your needs better. Here are some examples of things you can add to the workflow to customize it: