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FreshDesk Integration with WatchMyDC®
Introduction
WatchMyDC® can integrate with FreshWorks FreshDesk without the need of a pre-built notifier package. For FreshDesk integration, customers can configure the FreshDesk admin settings with required information. Such information is collected from the WatchMyDC® Dashboard.
Dependencies
- The WatchMyDC® Collector is imported and registered to the WatchMyDC® Dashboard
- Customers need to generate the Webhook Secret from the WatchMyDC® Dashboard
- Customers also need to copy the Organization ID from the Configuration Center > Collector or from the Organization Settings page
Procedure
From the WatchMyDC Dashboard
- Navigate to the Configuration Center > App Synchronization page
- Click on the FreshDesk then click to generate the Webhook Secret, copy the key
From the FreshDesk
- Login to the FreshDesk with admin privilege
- Click on the Admin Icon, then navigate to Workflow section next click on the Automation
- Under the Ticket Creation, create a New Rule
- Provide below information:
- Rule Name: ex. WatchMyDC Notifier
- Under On tickets with these priorities:
- Under Perform these actions:
- Remember here, when selected the ‘I have username & password‘, enter below properties:
- Username: Organization ID
- Password: Webhook Secret
- In the Content, we suggest to keep it simple like below. However, it depends on customer use cases:
{ "ticket_id": "{{ticket.id}}", "ticket_subject": "{{ticket.subject}}", "ticket_url": "{{ticket.url}}", "ticket_description": "{{ticket.description}}" }
5. When validated and saved, any new ticket created on FreshDesk should be seen in WatchMyDC® Alerts Dashboard.
Next Step
Once the tickets logs are present in the Alert Dashboard, customers now can:
- Create search strings
- Extract and parse logs
- Create playbooks
- Attach playbooks with the search strings