Freshdesk
Create tickets and fetch ticket status.
Freshdesk is a popular ticketing system that allows your visitors to create and manage tickets.
Using this integration, you will be able to:
Create tickets
Fetch ticket status
Connect Your Account
There are two ways through which you can connect your Freshdesk account with Ally:
App Market
Go to 'App Market > Freshdesk > Accounts > Add Account'
Using the 'Freshdesk' action block
Add the action block in the flow and click on 'Add Account'
To connect your account, you will require the following details:
Helpdesk URL: Subdomain URL of your Freshdesk account; https://yourdomain.freshdesk.com
Choose an Action
Choose the action that you want to perform with the Freshdesk integration.
Creating New Tickets
To create a ticket on Freshdesk, you must map the Freshdesk fields using your Ally variables.
To create a ticket, the following fields are mandatory:
Subject
Email
The system auto-populates fields from 'Freshdesk fields'. If you do not see your field, refresh the page and try again.
View Ticket Status
To fetch the existing ticket status using Freshdesk integration, you first need to collect the ticket number from the visitor using a 'Collect Input' action block and save it in a variable.
On the right panel, choose the variable which contains the ticket number.
While fetching the status of the ticket number entered, WotNot will receive the following fields which you can choose to save in WotNot variables to be rendered on the chatbot as a message.
// Some code
cc_emails/fwd_emails/reply_cc_emails/ticket_cc_emails: ["[email protected]"]
email_config_id
group_id
priority: "Urgent"
requester_id: 84005322544, // visitor's unique Freshdesk ID
responder_id: null, // Freshdesk agent's ID
source: "Portal"
company_id
status: "Open"
subject: "Need support to fix this..."
product_id
id
type: "Question"
due_by/fr_due_by
description_text: "Some details on the issue .."
created_at: "2022-02-10T07:12:39Z"
updated_at: "2022-02-10T07:12:39Z"
tagsYou can map the fields that you wish to save and use them in a 'Send Message' block to show the user the ticket's status like:
Ticket status of #ID# is #STATUS#
Please wait to hear back from us.Define Next Steps
Every Freshdesk action block will have two outcomes - SUCCESS or FAILURE.
Define success and failure actions according to your need.
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