How to integrate Ongair on Freshdesk.

How to integrate Ongair on Freshdesk.

One of the best parts about using Ongair is that it allows you to integrate with some of the industry’s biggest and most widely used CRM tools. One of these tools is Freshdesk, a customer support software used and trusted by over 70,000 companies worldwide.

Today we would like to take you through a step by step Ongair + Freshdesk integration that can allow you to receive and respond to your Instant Messaging tickets via the freshdesk dashboard.

Let’s get started....

. First, we require you to provide us with the following details:

  • Freshdesk URL
  • Freshdesk API key

To do this, login into your Ongair dashboard, click on Settings , then select Manage Integrations

Select Freshdesk

Next we require you to set up two observers to make this integration work properly .
How to setup the observers...

1. Ongair - Ticket Commented On:

This observer will notify our app about any new ticket comment.

For example, if you reply to a ticket, this observer will send to our app details about the ticket like the latest public comment, status and the ticket ID.

This lets us send your ticket comment to the user on WhatsApp, Telegram, WeChat or Messenger depending on which channel they are using.

This observer should contain the following:

  • We recommend the name be "Ongair - Ticket Commented On"
  • Description is not required but you can provide something short and simple that explains what it does

  • For the events that trigger the observer, do as in the image below.

This observer will be triggered when a reply is sent by an agent and the ticket was created through Ongair.

  • In the perform actions part, choose "Trigger Webhook" and select the "Advanced" radio button.

For the Callback URL field, use this URL: https://ongair.im/konexta/freshdesk/comments?organization=88*

For Encoding, select JSON.

In the Content Section of the form above paste the code below:
{"freshdesk_webhook": { 

 "ticket_latest_public_comment": 

"{{ticket.latest_public_comment | strip_html}}",

"ticket_id": "{{ticket.id}}"
  }
} 

PLEASE NOTE: THE 88 PROVIDED AT THE END OF THE CALLBACK URL ABOVE IS AN ARBITRARY VALUE FOR AN ONGAIR ID. IT IS NOT CONSTANT FOR ALL ACCOUNTS. REPLACE IT WITH THE UNIQUE ID THAT WAS EARLIER SENT TO YOU.

2. Ongair - Ticket Status Changed:

This notifies our app when the status of a ticket has been changed.

This helps us track the different statuses of a ticket. Here is how to set it up:

  • Name: "Ongair - Ticket Status Changed". Description is not required.

  • ​For the events that trigger this observer, set them up as shown below. This observer is triggered if the status of a ticket is changed by an agent.

  • Again, in the "perform actions" part, choose "Trigger Webhook"

For the Callback URL field, use this URL: https://ongair.im/konexta/freshdesk/status?organization=88*

For Encoding, select JSON.

For Content, select the following options:

  • Ticket ID
  • Status

PLEASE NOTE: THE 88 PROVIDED AT THE END OF THE CALLBACK URL ABOVE IS AN ARBITRARY VALUE FOR AN ONGAIR ID. IT IS NOT CONSTANT FOR ALL ACCOUNTS. REPLACE IT WITH THE UNIQUE ID THAT WAS EARLIER SENT TO YOU.

Submit the form with the details as instructed above and your Freshdesk integration is good to go. If you experience any problems send us an email at hello@ongair.im and we'll help you out.

LetsOngair

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