Freshdesk

Create Freshdesk tickets using an Apono webhook

Freshdesk is a customer support platform that helps businesses efficiently manage and resolve customer inquiries and issues. It provides tools to streamline customer service processes across various channels, such as email, phone, chat, and social media.

Through this integration, you will configure an Apono webhook that creates new tickets in Freshdesk when user access requests are created, approved, granted, and revoked, or when requests fail.

Prerequisites

Item
Description

Freshdesk API Token

  1. Log in to your Freshdesk account.

  2. Click your profile picture > Profile settings

  3. Click View API key.

Freshdesk API URL

Route for creating a ticket in your Freshdesk instance Example: https://<SUBDOMAIN>.freshdesk.com/api/v2/tickets

Configure a webhook

Follow these steps to configure an Apono webhook:

  1. On the Webhooks page, click Add Webhook. The Add Webhook page appears.

  2. Click Request Webhook.

  3. Enter a unique, alphanumeric, user-friendly Request Webhook Name for identifying this webhook.

  4. Click the Status toggle to Active.

  5. From the Method dropdown menu, select a REST method.

  6. For the webhook URL, enter https://<SUBDOMAIN>.freshdesk.com/api/v2/tickets. Be sure to replace <SUBDOMAIN> with the Freshdesk subdomain for your account.

The webhook URL must adhere to the following requirements:

  • Uses the HTTPS protocol

  • Does not specify any custom ports

  1. In the Body Template field, construct a JSON body for the webhook payload.

{
  "description": "{ \"event_type\": \"{{ event_type }}\", \"event_time\": \"{{ event_time }}\", \"id\": \"{{ data.id }}\", \"friendly_id\": \"{{ data.friendly_id }}\", \"requester_id\": \"{{ data.requester.id }}\", \"requester_name\": \"{{ data.requester.name }}\", \"requester_email\": \"{{ data.requester.email }}\", \"justification\": \"{{ data.justification }}\", \"creation_date\": \"{{ data.creation_date }}\", \"access_flow_id\": \"{{ data.access_flow.id }}\", \"access_flow_name\": \"{{ data.access_flow.name }}\", \"access_bundle_id\": \"{{ data.access_bundle.id }}\", \"access_bundle_name\": \"{{ data.access_bundle.id }}\", \"access_groups_integration_name\": \"{{ data.access_groups.[0].integration.name }}\", \"access_groups_integration_type\": \"{{ data.access_groups.[0].integration.type }}\"}",
  "subject": "apono - {{ event_type }}",
  "email": "{{ data.requester.email }}",
  "priority": 1,
  "status": 2
}

Click View event's payload schema to reveal the payload schema and available data fields. You can also refer to the Webhook Payload Schema Reference to read the descriptions of each data field.

  1. Under Headers, use the following Key and Value to set the header. Be sure to replace <FRESHDESK_TOKEN> with a base64-encoded authentication string ({ base64-encoding <api_token>:X}).

Key
Value

Authorization

Basic <FRESHDESK_TOKEN>

  1. From the Triggers dropdown menu, select RequestCreated.

  2. Under Filters, define one or several filter from the listed dropdown menus.

Filters empower admins to control the data transmitted via webhooks, minimizing the amount of data third-party tools receive and reducing unnecessary clutter.

Examples:

  • Send only production requests to your admins' Slack channel.

  • Trigger Okta workflows for events from specific integrations or resource types.

  • Open a ticket in Jira or ServiceNow for manually approved requests.

  1. (Optional) In the Timeout in seconds field, enter the duration in seconds to wait before marking the request as failed.

  2. (Optional) Define Response Validators to verify that the response from the webhook meets specified criteria:

    1. Click + Add. A row of settings appears.

    2. Starting with $.data., enter the Json Path of the JSON parameter.

    3. In the Expected Values field, enter a value and press the Enter key on your keyboard.

    4. Repeat step c to add several expected values.

    5. Repeat steps a-d to add multiple response validators.

  3. Click Test to generate a test event to trigger your webhook. A Test successful or Test failed response status will appear at the bottom of the page. A successful test will send mock data to the target system.

For more information about the test, click View Invocation Data. A panel opens revealing the request, response, and other relevant details.

Should your test fail, view these tips to troubleshoot your webhook.

  1. Click Save Webhook.

The new webhook appears in the Webhooks table. Active webhooks are preceded by a green dot. Inactive webhooks are preceded by a white dot.

Apono will send a call to Freshdesk to create a new ticket when the RequestCreated event is triggered.

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