Introduction
FreshService FreshDesk does not need a pre-built notifier package to download and import. Customers can configure the WatchMyDC Notifier on the FreshDesk admin settings with required credentials collected from the WatchMyDC customer dashboard.
Dependencies
- Customers need to generate the Webhook Secret from the WatchMyDC Dashboard and take a note
- Customers also need to copy the Organization ID, can be copied from the Configuration Center > Collector or from the Organization Settings page
Procedure
WatchMyDC Dashboard
- Navigate to Configuration Center > App Synchronization page
- Click on FreshDesk then click to generate the Webhook Secret, copy the key
FreshDesk
- Login to FreshDesk with admin right
- Click on Admin Icon, then navigate to Workflow section next click on Automation
- Under Ticket Creation, create a New Rule
- Provide below information:
- Rule Name: ex. WatchMyDC Notifier
- Under On tickets with these priorities:
- Under Perform these actions:
- Remember here, when selected the 'I have username & password', enter below properties:
- Username: Organization ID
- Password: Webhook Secret
- In the Content, we suggest to keep it simple like below. However, it depends on customer use cases:
{
"ticket_id": "{{ticket.id}}",
"ticket_subject": "{{ticket.subject}}",
"ticket_url": "{{ticket.url}}",
"ticket_description": "{{ticket.description}}"
}
5. When validated and saved, any new ticket created on FreshDesk should be seen in WatchMyDC Alerts Dashboard
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