Freshdesk

Connecting to Freshdesk from Trelica

To connect, simply go to Admin > Integrations > Freshdesk and click on the Connect button in Trelica.

Finding your API key

To find your Freshdesk API key please log in, click your profile icon, and choose Profile settings:

Your API key is visible on the right-hand side:

Initiating Trelica workflows from Freshdesk

You can use Freshdesk Automations to initiate webhook triggered workflows in Trelica. This can be useful in cases where processes such as your employee on- and off-boarding are initiated through tickets raised in Freshdesk. Your exact configuration will depend on the ticket type and workflow process you are trying to implement. The following guide is based on using the completion of a Freshdesk Form to initiate onboarding.

In Trelica

Create a workflow with trigger type API Webhook. Note the URL on the trigger step - this will be used as the callback URL when configuring your workflow automation in Freshdesk.

In Freshdesk

1. Navigate Admin >> Automations
2. Click on the New Rule button
3. Assign a meaningful rule name
4. Define the trigger criteria that will initiate your webhook request. Ticket automations are always based upon the creation of a ticket. In this example the rule will be triggered when a ticket is submitted via our "Onboard employee" form:
   
5. Under Perform these actions select:
   • Trigger Webhook
   • Request Type = POST
   • URL = paste in the URL value from the Trelica API webhook trigger step (see above)
   • Encoding = JSON
   • Content = Simple
   • In the content input area select the fields from the relevant ticket that you wish to send to your Trelica workflow
     
6. Click Preview
7. Click Save and Enable

In Trelica

1. Add Input fields in your Trelica workflow to correspond with the fields you selected in your Freshdesk webhook action
2. When creating an input field:
   • assign a Name; the ID will automatically populate
   • pick the appropriate data Type
   • expand Advanced options and enter the JSON Path for the field attribute you wish to map to this input field. Note, the JSON path will always start freshdesk_webhook..
     The remainder of the path can be found by checking the field labels in the content section of your Freshdesk automation (pictured above).
     
3. When you are ready, enable the workflow to allow it to start receiving webhook POSTs from your Freshdesk automation.

Useful Freshdesk articles

• Finding your API key