Freshdesk / Freshservice Integration

This guide will show you how to set up FreshDesk / FreshService to work with your new Helpdesk Buttons.

Unregistered User

By default, our software attempts to pair users with their contact information by checking with Freshdesk/Freshservice. If the user is not already found in the system a catch all account submits the ticket instead. This can be disabled for PSA’s that allow users to create accounts on ticket submission. Look at the Advanced Integration Options below.

This guide assumes you want to use the catch all contact: To start you will need to set up a contact that uses the email address of “unregistered@helpdeskbuttons.com” for the purposes of catching any unregistered users. You can name the account whatever you want. In our system it’s “Mystery Human”.

Getting an API Key

On the left of your screen, click the admin button.

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Scroll down and select Agents

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Click ‘New Agent

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And then fill out the information needed. This account needs the Administrator and Agent Roles roles.

After you have created that account, sign into it and go to the profile. You can get there by clicking your account picture and then selecting profile.

In the upper right, you will see ‘Your API Key’

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Please take note of this API Key, you will need it in a little bit.

Helpdeskbuttons.com Setup

The next step is to sign into your Helpdeskbuttons.com account and enter this information under Settings->Backend Information

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Enter your Ticket System API endpoint and the Ticket System API Key. Your Ticket System API endpoint is the main URL that you use to log into FreshDesk / FreshService. In this instance

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Click update once you are done. At this point, your Freshdesk / FreshService instance will be ready to go with your Helpdesk Buttons.

Access Restrictions

As of 0.5.x: The agent needs to have Administrator and Agent Roles.

Advanced Integration Options

Defaults

The “auto_reg” flag allows users to be auto_registered by thier email address instead of added to an unregistered/catch all user. Keep in mind that if a user mistypes their email they will create a user.

Rules

This is the list of variables that can be accessed when using the Custom Rules.

FreshDesk

Read/Write Read Only
priority selections
status name
group email
type ip
message append
subject hostname
source mac
impact  
urgency  
agent  

Freshservice

Read/Write Read Only
priority selections
status name
department email
agent ip
message append
subject hostname
source mac
impact  
urgency