Freshdesk

The Support View app provides visibility to support tickets that clients have opened. This article covers specifics about integrating with Freshdesk, required as part of completing the integration.

Note:  Once you've completed the integration steps, you will see a max of 30 historical tickets per client populate from Freshdesk into the support view app in ClientSuccess.

*NOTE: Authenticating Admin User Account Requirement

The Freshdesk user account you use to generate the authentication token MUST be a "Full-time" admin user account and NOT and "Occasional"  admin user account.  If the admin user you are generating the authentication token with is an "Occasional" admin account, the token will expire after 24 hours and your Freshdesk integration will be broken, until you re-authenticate with that user again.

With a "Full-time" admin account, the token will not expire, keeping the integration actively connected.

Company ID

A company ID is required to connect each of your companies in Freshdesk with it's respective client record in ClientSuccess. This can be done in bulk for your initial configuration by sending our support team a text file with all your Freshdesk company IDs and the ClientSuccess Client ID.  The other option is to manually associate them via the support modal window which would still require the Freshdesk ID, which you'll need to follow the instructions below to capture.  Going forward, when new clients are added or created in ClientSuccess, you will simply need to associate the new client as instructed below.

How to obtain an individual Freshdesk company ID

1. Navigate to a "customer" in Freshdesk.
2. Then select an individual company.
3. You'll see the ID in the URL in your browser’s status bar. Optionally, you can right-click and get link address.

How to obtain all company IDs

Once signed into freshdesk.com, load this URL (you will need to change "[company name]" with your appropriate sub-domain):

https://[company name].freshdesk.com/api/v2/companies

Some code-looking text will be displayed on the screen that looks something like this:

{
   "id":8,
   "name":"Super Nova",
   "description":"Space Shuttle Manufacturing",
   "domains":["supernova","nova","super"],
   "note":null,
   "created_at":"2014-01-08T09:08:53+05:30",
   "updated_at":"2014-01-08T09:08:53+05:30",
   "custom_fields" : {
      "website": "https://www.supernova.org",
      "address": "123, Baker Street,\r\nNew York"
   }
}

Copy and paste that into a text file > Save it > Then please send that to support@clientsuccess.com for us to import.

Note that the list that is returned is paginated. If you have a lot of clients, you will need to append "?page=2" to the end of the URL and increment the number until you get everything.