How to configure the sync of new Freshdesk tickets via Webhooks?

To sync new closed Tickets, you will need to configure a Webhook on Freshdesk to send data to Customer AI.

What you will need

• Access to your Freshdesk account
• A Customer AI Webhook URL (provided by us upon request)

Navigate to Automations

Start by opening your Freshdesk dashboard, and follow these steps:

1. Click the Admin cog on the left-hand side navigation bar.

   

2. Scroll down to the Helpdesk Productivity Section, and select Automations.

   

Configure the rule

1. Choose Rules that run on Ticket Updates.
2. Click New rule
3. Set Rule name to Ticket Closed, set action performed to Agent and Involves any of these events to Status is changed from Any status to Closed.

   

Configure the action

1. Under Perform these actions, set Choose Action to Trigger Webhook.
2. Set Request Type to POST.
3. For the URL, paste the Customer AI Webhook URL provided to you by us.
4. Leave the other fields as they are, and under Content, select Advanced.
5. The section should now look like this:

   

6. In the Write custom API request text box, paste the following template:

   {
   	"ticket": {
   		"id": " {{ticket.id}} ",
   		"subject": " {{ticket.subject}} ",
   		"ticket_type": " {{ticket.ticket_type}} ",
   		"priority": " {{ticket.priority}} ",
   		"due_by_time": " {{ticket.due_by_time}} ",
   		"helpdesk_name": " {{helpdesk_name}} ",
   		"portal_name": " {{ticket.portal_name}} ",
   		"product_description": " {{ticket.product_description}} ",
   		"source": " {{ticket.source}} ",
   		"status": " {{ticket.status}} ",
   		"triggered_event": " {{triggered_event}} ",
   		"tags": " {{ticket.tags}} ",
   		"latest_public_comment": " {{ticket.latest_public_comment}} ",
   		"latest_private_comment": " {{ticket.latest_private_comment}} ",
   		"portal_url": " {{ticket.portal_url}} ",
   		"agent": {
   			"name": " {{ticket.agent.name}} ",
   			"email": " {{ticket.agent.email}} "
   		},
   		"company": {
   			"name": " {{ticket.company.name}} ",
   			"description": " {{ticket.company.description}} ",
   			"note": " {{ticket.company.note}} ",
   			"domains": " {{ticket.company.domains}} ",
   			"health_score": " {{ticket.company.health_score}} ",
   			"account_tier": " {{ticket.company.account_tier}} ",
   			"renewal_date": " {{ticket.company.renewal_date}} ",
   			"industry": " {{ticket.company.industry}} "
   		},
   		"contact": {
   			"name": " {{ticket.contact.name}} ",
   			"firstname": " {{ticket.contact.firstname}} ",
   			"lastname": " {{ticket.contact.lastname}} ",
   			"mobile": " {{ticket.contact.mobile}} ",
   			"email": " {{ticket.contact.email}} ",
   			"phone": " {{ticket.contact.phone}} ",
   			"address": " {{ticket.contact.address}} ",
   			"unique_external_id": " {{ticket.contact.unique_external_id}} "
   		},
   		"group": {
   			"name": " {{ticket.group.name}} "
   		}
   	}
   }
   			

7. Click Preview and save.
8. Check that the summary looks like this: 
9. Save and enable. Your webhook step should now be fully usable.

If you have any issues configuring your account, please do not hesitate to get in touch.