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Freshdesk Integration

Freshdesk is an online customer support software that offers multi-channel support. OpsGenie is an alert and notification management solution that is highly complementary to Freshdesk.

What does OpsGenie offer to Freshdesk users?

OpsGenie has a powerful two-way integration with Freshdesk. Using the integration, your Freshdesk tickets are automatically converted to OpsGenie alerts and synced, allowing you to benefit from OpsGenie's rich alert notification system, escalations, and on-call rotations.

This document describes the basic functionality of the integration, how to configure it and details of data exchange between OpsGenie and Freshdesk.

Functionality of the integration

  • When a new ticket is created in Freshdesk, an alert is also created in OpsGenie automatically through the integration.
  • When a note is added to the ticket, it's forwarded to the OpsGenie alert as a note.
  • When the ticket is closed, the OpsGenie alert gets closed as well.
  • Actions on the OpsGenie alert (ack, add note, close) are reflected the Freshdesk ticket as private notes. The configuration needed for this is explained under "OpsGenie to Freshdesk" below.

Add Freshdesk Integration in OpsGenie

  1. Please create an OpsGenie account if you haven't done already.
  2. Go to OpsGenie Freshdesk Integration page,
  3. Specify who should be notified for Freshdesk alerts using the "Teams" and "Recipients" fields. Auto-complete suggestions will be provided as you type.
  4. Copy the URL by clicking on the copy button or selecting.
  5. Click on "Save Integration".

Configuring Freshdesk side

A "Dispatch'r Rule" is needed to send webhook notifications for newly created tickets and an "Observer Rule" is needed to send notifications on ticket actions(Add note, close, reopen etc).

Adding Dispatch'r Rule

  1. From Admin -> Dispatch'r Rule screen, click "add rule". If you already have a Dispatch'r rule, you need to edit it and add the "Trigger Webhook" action, because Freshdesk runs only one Dispatch'r rule for a new ticket.
  2. In actions section, choose "Trigger Webhook" from the dropdown.
  3. Paste the integration URL to "Callback URL" field.
  4. Set "POST" as request type, Encoding "JSON" and content "Simple".
  5. Enable all fields in the content field.
  6. Click "Save"

Adding Observer Rule

  1. From Admin -> Observer Rule screen, click "add rule".
  2. Set rule's name as "OpsGenie Add Note Or Close Or Re-open"
  3. In "When Any of these events occur" populate following conditions with the given order:
    1) "Status Is Changed" From "Closed" To "Any Status" (For reopened tickets' notifications)
    2) "Status Is Changed" From "Any Status" To "Close" (For closed ticket's notifications)
    3) "Status Is Changed" From "Resolved" To "Any Status" (For reopened tickets' notifications)
    4) "Status Is Changed" From "Any Status" To "Resolved" (For resolved ticket's notifications)
    5) "Note is Added" Type "Any" (For Private and Public note notifications)
  4. In actions section, choose "Trigger Webhook" from the dropdown.
  5. Paste the integration URL to "Callback URL" field.
  6. Set "POST" as request type, Encoding "JSON" and content "Simple"
  7. Enable all fields in the content field.
  8. Click "Save"

OpsGenie to Freshdesk (Optional)

  1. In your OpsGenie Freshdesk integration, check "Send Actions to Freshdesk" as enabled.
  2. Enter your subdomain at Freshdesk into "Freshdesk Subdomain" field. (Enter opsgenie for https://opsgenie.freshdesk.com, for example.)
  3. In Freshdesk, go to Profile settings page. Copy the API key under "Your API Key".
  4. In OpsGenie, paste the API key into "Freshdesk API key" field.
  5. Save the integration.

Sample payload sent from Freshdesk to OpsGenie

{
    "freshdesk_webhook": {
        "ticket_id": 2,
        "ticket_subject": "test subject",
        "ticket_description": "test deskripsiyon",
        "ticket_url": "https://opsgenie.freshdesk.com/helpdesk/tickets/2",
        "ticket_portal_url": "https://opsgenie.freshdesk.com/support/tickets/2",
        "ticket_due_by_time": "March 23 2016 at 10:06 AM",
        "ticket_tags": "tag1, tag2",
        "ticket_latest_public_comment": "pablik",
        "ticket_latest_private_comment": null,
        "ticket_group_name": "Product Management",
        "ticket_agent_name": "eycint",
        "ticket_agent_email": "agent1@asd.com",
        "ticket_satisfaction_survey": "test data",
        "ticket_status": "Open",
        "ticket_priority": "Medium",
        "ticket_source": "Phone",
        "ticket_type": "Incident",
        "ticket_requester_name": "halit okumus",
        "ticket_requester_firstname": "halit",
        "ticket_requester_lastname": "okumus",
        "ticket_requester_email": "halit@opsgenie.com",
        "ticket_requester_phone": "1222",
        "ticket_requester_address": "adres",
        "ticket_company_name": "OpsGenie",
        "ticket_company_description": "compa desc",
        "ticket_company_note": "compnot",
        "ticket_company_domains": null,
        "helpdesk_name": "opsgenie",
        "ticket_portal_name": "opsgenie",
        "ticket_product_description": "",
        "triggered_event": "{ticket_action:created}"
    }
}

Sample Alert

Freshdesk Integration