Freshdesk

To add a Freshdesk step to your flow:

1. Go to the Apps in the palette, expand Freshdesk, and drag the step you want to add onto the canvas.
   • For instructions on using the Freshdesk trigger, see Freshdesk Alerts trigger.
2. Connect the step to the previous step in the flow. This gives you access to the alert properties and outputs of previous steps when you configure this step's inputs.
3. Double-click the step to edit it, and use the Setup tab to configure the inputs. You can use plain text and input variables (or both). See the following sections for detailed information on the inputs for each step, including which are required.
4. On the Endpoint tab, configure the step to point to your Freshdesk instance.
   • You can select a pre-existing endpoint or create a new endpoint.
     • To configure the new endpoint, enter your Freshdesk API Key in the Username field and a password of your choice.

Inputs

Inputs with an asterisk* are required.

Outputs

These outputs are available as inputs to steps further along the flow.

Inputs

Inputs with an asterisk* are required.

Outputs

There are no outputs for this step.

Inputs

Inputs with an asterisk* are required.

Outputs

These outputs are available as inputs to steps further along the flow.

1. Go to the Triggers tab in the palette, expand the App Triggers section and drag the trigger onto the canvas.
2. Double-click the trigger (or click the pencil icon).
3. Set the authenticating user, then copy the URL and Configuration Payload — you'll use these to set up the webhook in Freshdesk. Alternatively, you can create an integration user to use as the authenticating user.

   

4. Click the Flood Control tab to edit the trigger's default flood control settings. For more information about these settings, see Trigger Flood Control.
5. Click Done.
6. On the flow canvas, connect the steps you want to run when xMatters receives a request to that URL.

You're now ready to configure Freshdesk to target the trigger.

To have Freshdesk send alerts to the flow trigger, you need to configure an automation and set a webhook to use the trigger URL.

1. In Freshdesk, click the Admin icon.
2. Go to the Workflows section and click Automations.

   

3. On the Ticket Creation tab, go to Executing first matching rule and click New rule.

   

4. In the On tickets with these properties section, set the fields for your query from the drop-down menus:
   • In Tickets
   • if Priority
   • Is
   • Select the priority levels that will trigger the alert in xMatters. For example: Medium, High, Urgent

   

5. In the Perform these actions section, set the following fields:

   

   • Select Trigger webhook from the drop-down menu.
   • Request type: Select POST.
   • URL: Paste the URL you copied from the trigger in Flow Designer.
   • Encoding: JSON
   • Content: Select the Advanced radio button and paste the Configuration Payload you copied from the Freshdesk trigger on the Flow Designer canvas:
     Copy

     {
     "ticketId": "{{ticket.id}}",
     "description": "{{ticket.description_text}}",
     "subject": "{{ticket.subject}}",
     "ticketURL": "{{ticket.url}}",
     "groupName": "{{ticket.group.name}}",
     "priority": "{{ticket.priority}}",
     "type": "{{ticket.ticket_type}}",
     "requester": "{{ticket.contact.name}}",
     "agentName": "{{ticket.agent.name}}",
     "agentEmail": "{{ticket.agent.email}}",
     "latestPublicComment": "{{ticket.latest_public_comment}}",
     "status": "{{ticket.status}}",
     "tags": "{{ticket.tags}}"
     }

6. Click Preview and Save to review the rule.
7. Click Save.

You're ready to use the webhook to trigger automated flows, including steps such as sending alerts and initiating incidents, though we always recommend testing before putting things into use.

The trigger has the following outputs you can use as inputs to steps further along the flow. If you want to include additional items in the payload from Freshdesk and make that information available in the outputs, you can convert the trigger to a custom HTTP trigger and edit the script.