Mobile alerting with tracking & escalation for Freshdesk
Freshdesk is the sleek SaaS ticketing system from Freshworks. This service allows teams to streamline their support channels and communicate effectively to solve issues as this happens. Support does not have to end at the dashboard. Integrate Freshdesk with SIGNL4 to extend your support team’s operations with actionable real-time alerting.
How it Works
Setting the ticket notification email to be directed to your SIGNL4 team ensures that everyone on the team can see a new ticket has been created. More importantly, with SIGNL4 they can take ownership of that ticket and eliminate the redundancy of having multiple team members working on the same
Forwards ticketing information to SIGNL4 for mobile alerting
Uses SMTP email to connect to your SIGNL4 team
Staff can acknowledge tickets and take ownership
Alerts are escalated in case of no response
On-call scheduling to alert the right people at the right time
Sales and CRM
Tickets and Incidents are sent to SIGNL4
Event categorization, routing and automated delivery
Persistent Notifications by push, text and voice call with Tracking, Escalation and Confirmation to Staff on Duty
HOW TO INTEGRATE
The integration can be done either flexibly via the Workflow Automator or simply by e-mail.
Integration via Workflow Automator
Go to Admin -> Helpdesk Productivity -> Workflow Automator. Here you can create a new Automator, which for example triggers when a new ticket / incident is created. As action you select the “Web Request”. Here you select “POST” as “Request Type” and enter your SIGNL4 webhook URL including the team secret as “Endpoint”.
The “Body” contains the alarm data in JSON format.
To test the alert please use the following JSON (for testing no placeholders are allowed):
“Subject”: “Freshdesk Alert”,
“Description”: “Test alert.”
For actual alerts please use the following then:
If this works fine you can adapt the alert data according to your needs.
Integration via Email
From the Admin settings, access the Support Channel tile
Click on Email and configure your SIGNL4 team email address here.
Once that is in place you will then receive alerts to your SIGNL4 team each time a ticket is created. You can adjust the emails that are delivered within the ticketing settings.
ALERT OPTIMIZATION SIGNL4 can further increase the visibility of alerts through its Signals and Services section. Augmenting the color and icon of alerts will provide more relevant information at a glance without having to open the alert.
Change alert color and override title + text
Override text, colors and titles are triggered by keywords set within the mobile app.