Freshdesk Integration
SM_IntegrationIntroduction_OnlyEN
You can integrate third-party systems with Service Manager in many ways. The method you select will depend on business requirements, architectural and security constraints as well as the characteristics specific to each third-party application or service.
This document describes an integration process that has already been implemented in a customer context.
To find out more about this integration (e.g. scripts to be used), please do not hesitate to contact your EasyVista contact, or your service provider and integrator.
Integration Summary
This integration is used to retrieve all available information from your Freshdesk domain using the Freshdesk REST API (GET method).
example Retrieve and display a list of open tickets in an Service Apps app
Integration Data Feed (direction) | Authentication Type | Integration Connector Options | ||
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REST data source |
SaaS Version of Third-Party Product |
On-premise Version of Third-Party Product |
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API detailed description
Item | Comments |
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About the software and company |
Freshdesk is an online Service Desk software with multi-channel customer service to provide support by email, phone, chat, Web and Twitter. |
Information about the REST API |
Date on which the information was retrieved from the software company's website: July 2015 Last known REST API name/version/date: No API Version |
Main useful links to software company information about REST | |
Format and sample of API resources/endpoints |
https://{subdomain}.freshdesk.com/helpdesk/tickets.json Notes:
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API assets |
N/A |
API recommendations (limitations, advice, tips) |
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Step-by-step integration process
Freshdesk can be integrated with Service Apps in 4 easy steps:
- Step 1: Check the list of prerequisites
- Step 2: Start the process for creating the REST data source
- Step 3: Authenticate to Freshdesk
- Step 4: Create a query string using Freshdesk documentation
Step 1: Check the list of prerequisites
- This documentation assumes that you already have a Freshdesk domain.
- You need a validated Freshdesk user account to submit API requests.
- Only Freshdesk Agent Role users can perform API requests.
Step 2: Start the process for creating the REST data source
For details about the creation, see the wiki page REST data source
- Click
in the Objects pane.
- Open the Online category and select the REST data source
.
- Name the data source.
example Freshdesk_List of Tickets
Step 3: Authenticate to Freshdesk
Authenticate to Freshdesk with Basic Access Authentication
- Select the type of authentication: Authentication Type = Basic.
- Click
next to the Basic Authentication Parameters field.
- Enter the User Name using the following format: firstname.lastname@company.com. Enter the Password.
- The user name is the Freshdesk account/login (Freshdesk Agent Role user) you want to use for this data source.
- The password is the password set for this account.
- Once you validate, the *** symbols will appear in the field.
Authenticate to Freshdesk with the Freshdesk Personal API Key/Token Access Authentication
- To find your Freshdesk personal API key:
- Log in to your support portal.
- Click your profile photo at the top right of the portal.
- Select the Profile settings page. Your API key is displayed to the right and below the pane for changing your password.
For details about Freshdesk Token Access Authentication, see Freshdesk REST API Authentication
- To authenticate with the Freshdesk personal API key:
- Select the type of authentication: Authentication Type = Basic.
- Click
next to the Basic Authentication Parameters field.
- Enter the User Name. Enter the Password.
- The user name is your API key provided by Freshdesk.
- No password is required. You can use any set of characters as a dummy password or an empty string.
- Once you validate, the *** symbols will appear in the field.
Step 4: Create a query string using Freshdesk documentation
See the Freshdesk API documentation
See Examples of use cases
- Create a query string as a data source, i.e. a resource to access, in the URL field.
example You want to create a data source that will retrieve a list of all tickets ==> Enter the following text in the URL field. Note: Replace {subdomain} with the name of your Freshdesk domain.
https://{subdomain}.freshdesk.comhelpdesk/tickets.json?filter_name=all_tickets
Best Practice
See Best Practice for the REST data source
- By default, Freshdesk list endpoints return a maximum of 30 records per page. Therefore, to keep the number of records as low as possible, we recommend that you define as many parameters as possible..
- You must not share the Personal API token. You must keep this token and all information on credentials secure.
Samples of most relevant use cases and resources
Notes:
- Replace {subdomain} in the URI with your subdomain name provided by Freshdesk.
- Replace {Company_name} with the name of the company whose tickets you are querying.
Method: GET
Use Case | Sample Endpoint | ||||||||
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Retrieve a list of all tickets
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Retrieve a list of tickets for a specific company/customer
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Retrieve a list of users |
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SAS_IntegrationRESTAboutTheUse_OnlyEN
About the use of the software companies API REST
- Numerous software companies limit the access to the API REST of their software, generally by basing itself on a number of calls by hour/day/month.
- Only specific editions of their software can be eligible in the use of the API REST (with or without additional cost).
- Some software companies set up plans, e.g., Classic, Professional, Enterprise, for which the number of possible calls to the REST API or even to specific resources (i.e. endpoints) can be more or less numerous.