freshdesk

Mobile alerting with tracking & escalation for Freshdesk

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 Why SIGNL4

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

 Integration Capabilities

  • 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

 Scenarios

  • Customer Support
  • Asset Management
  • Sales and CRM
FS_neu_2

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.

ticket-automator

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):

{

“Ticket”: “1”,

“Subject”: “Freshdesk Alert”,

“Description”: “Test alert.”

}

For actual alerts please use the following then:

{

  “Ticket”: “{{ticket.id}}”,

  “Subject”: “{{ticket.subject}}”,

  “Requester”: “{{ticket.requester.name}}”,

  “URL”: “{{ticket.url}}”

}

If this works fine you can adapt the alert data according to your needs.

Support_Channels

Integration via Email

From the Admin settings, access the Support Channel tile

Email_Settings

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.

alertoptimization

Change alert color and override title + text 

Override text, colors and titles are triggered by keywords set within the mobile app.

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