Freshdesk Integration

Freshdesk is an online customer support software that offers multi-channel support.

What does OpsGenie offer Freshdesk users?

OpsGenie has a powerful two-way integration with Freshdesk. Use the Freshdesk integration to automatically convert Freshdesk tickets to OpsGenie alerts and sync, 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 the data exchanged between OpsGenie and Freshdesk.

Functionality of the integration

  • When a new ticket is created in Freshdesk, an alert is 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 is closed as well.
  • Actions on the OpsGenie alert (ack, add note, close) are reflected on 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 so already.
  2. Go to OpsGenie's Freshdesk Integration page.
  3. Specify who is notified of Freshdesk alerts using the Teams fields. Auto-complete suggestions are provided as you type.
  4. Copy the URL.
  5. Click 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, 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 drop-down.
  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)

  • OpsGenie allows customers to define action mappings between OpsGenie actions and Freshdesk actions.

For alerts created by Freshdesk

  • Use this section to map OpsGenie actions to Freshdesk actions when the source of the alert is Freshdesk (i.e When the alert is created by Freshdesk integration.)
  • Map different OpsGenie actions to different Freshdesk actions. For example, add public comments to Freshdesk tickets when the alert is acknowledged. In order to do this, define If alert is acknowledged in OpsGenie, add it as a public comment to the ticket in Freshdesk mapping in Send Alert Updates Back to Freshdesk section.
  • a tag is added to the alert and a custom action is executed on alert actions differ from other actions. When one of these actions is selected, an extra field appears to enter for which tags or for which custom action this mapping works for.
    • Enter multiple tags by separating the tags with a comma. If multiple tags are entered, the mapping works if the alert has one or more of the specified tags. Leave the tags field empty for the mapping to work for any tag.
    • If an OpsGenie action is mapped to multiple Freshdesk actions, an error occurs except for the a tag is added to the alert and a custom action is executed on alert actions. Saving multiple mappings for these actions is possible, because they will differ by the given tags and the given custom action names.

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

Freshdesk is an online customer support software that offers multi-channel support.