WatchMyDC Custom Webhook Integration with FreshDesk

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

1. Customers need to generate the Webhook Secret from the WatchMyDC Dashboard and take a note
2. 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

1. Navigate to Configuration Center > App Synchronization page
2. Click on FreshDesk then click to generate the Webhook Secret, copy the key

FreshDesk

1. Login to FreshDesk with admin right
2. Click on Admin Icon, then navigate to Workflow section next click on Automation
3. Under Ticket Creation, create a New Rule
4. 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