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What does the integration offer?

Compass has a powerful two-way integration with Freshdesk. Use the Freshdesk integration to automatically convert Freshdesk tickets to Compass alerts and sync, allowing you to benefit from Compass's rich alert notification system, escalations, and on-call rotations.

This document describes the basic functionality of the integration, how to configure it, and details of the data exchanged between Compass and Freshdesk.

How does the integration work?

  • When a new ticket is created in Freshdesk, an alert is created in Compass automatically through the integration.

  • When a note is added to the ticket, it's forwarded to the Compass alert as a note.

  • When the ticket is closed, the Compass alert is closed as well.

  • Actions on the Compass alert (ack, add note, close) are reflected on the Freshdesk ticket as private notes. The configuration needed for this is explained under "Compass to Freshdesk" in the following sections.

Set up the integration

Freshdesk is a bidirectional integration. Setting it up involves the following steps:

  • Add a Freshdesk integration in Compass

  • Configure the integration in Freshdesk

Add a Freshdesk integration

Info

Bidirectional integrations aren’t supported in the Standard plan. All the other integrations are supported at a team level in Standard.

If you're using the Standard plan in Compass, you can add this integration only from your team’s operations page. Adding an integration from your team’s operations page makes your team the owner of the integration. This means Compass only assigns the alerts received through this integration to your team.

To add a Freshdesk integration in Compass:

  1. Go to Settings > Integrations.

  2. Select Add integration.

  3. Run a search and select “Freshdesk”.

  4. On the next screen, enter aname for the integration.

  5. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

  6. Select Continue.
    The integration is saved at this point.

  7. Expand the Steps to configure the integration section and copy the API key.
    You will use this key while configuring the integration in Freshdesk later.

  8. Select Turn on integration.
    The rules you create for the integration will work only if you turn on the integration.

Configure the integration in Freshdesk

To configure the integration of Freshdesk with Compass, complete the following steps:

Add rules for creating tickets

  1. Go to Admin > Automations.

  2. Select Create the first rule on the Ticket Creation page.

  3. Select Perform Actions > Trigger Webhook from the menu.

  4. Paste the API URL copied previously into URL.

  5. Select “POST” for Request type, “JSON” for Encoding, and “Simple” for Content.

  6. Enable all fields under Content.

  7. Select Save.

Add rules for updating tickets

  1. From Admin > Automations screen, select add rule for Ticket Update.

    1. Set rule's name as Compass Add Note Or Close Or Re-open.

    2. In "When Any of these events occur" populate following conditions with the given order:

      1. "Status Is Changed" From "Closed" To "Any Status" (For reopened tickets' notifications)

      2. "Status Is Changed" From "Any Status" To "Close" (For closed ticket's notifications)

      3. "Status Is Changed" From "Resolved" To "Any Status" (For reopened tickets' notifications)

      4. "Status Is Changed" From "Any Status" To "Resolved" (For resolved ticket's notifications)

      5. "Note is Added" Type "Any" (For Private and Public note notifications)

    3. In actions section, choose Trigger Webhook from the drop-down.

    4. Paste the integration URL to URL field.

    5. Set POST as request type, Encoding JSON and content Simple.

    6. Enable all fields in the content field.

    7. Select Save.

From Compass to Freshdesk (Optional)

Compass allows customers to define action mappings between Compass actions and Freshdesk actions.

For alerts created by Freshdesk

Use the instructions in this section to map Compass actions to Freshdesk actions when the source of the alert is Freshdesk (that is, when the alert is created by Freshdesk integration).

  • Map Compass actions to different Freshdesk actions. For example, add public comments to Freshdesk tickets when the alert is acknowledged. To do this, define If alert is acknowledged in Compass, add it as a public comment to the ticket in Freshdesk mapping in Send Alert Updates Back to Freshdesk section.

  • a tag is added to the alert and a custom action is executed on alert actions differ from other actions. When one of these actions is selected, an extra field appears to enter for which tags or for which custom action this mapping works for.

    • Enter multiple tags by separating the tags with a comma. If multiple tags are entered, the mapping works if the alert has one or more of the specified tags. Leave the tags field empty for the mapping to work for any tag.

    • If an Compass action is mapped to multiple Freshdesk actions, an error occurs except for the a tag is added to the alert and a custom action is executed on alert actions. Saving multiple mappings for these actions is possible, because they will differ by the given tags and the given custom action names.

Sample payload sent from Freshdesk to Compass

JSON

Code Block
{
    "freshdesk_webhook": {
        "ticket_id": 2,
        "ticket_subject": "test subject",
        "ticket_description": "test deskripsiyon",
        "ticket_url": "https://opsgenie.freshdesk.com/helpdesk/tickets/2",
        "ticket_portal_url": "https://opsgenie.freshdesk.com/support/tickets/2",
        "ticket_due_by_time": "March 23 2016 at 10:06 AM",
        "ticket_tags": "tag1, tag2",
        "ticket_latest_public_comment": "pablik",
        "ticket_latest_private_comment": null,
        "ticket_group_name": "Product Management",
        "ticket_agent_name": "eycint",
        "ticket_agent_email": "agent1@asd.com",
        "ticket_satisfaction_survey": "test data",
        "ticket_status": "Open",
        "ticket_priority": "Medium",
        "ticket_source": "Phone",
        "ticket_type": "Incident",
        "ticket_requester_name": "halit okumus",
        "ticket_requester_firstname": "halit",
        "ticket_requester_lastname": "okumus",
        "ticket_requester_email": "halit@opsgenie.com",
        "ticket_requester_phone": "1222",
        "ticket_requester_address": "adres",
        "ticket_company_name": "OpsGenie",
        "ticket_company_description": "compa desc",
        "ticket_company_note": "compnot",
        "ticket_company_domains": null,
        "helpdesk_name": "opsgenie",
        "ticket_portal_name": "opsgenie",
        "ticket_product_description": "",
        "triggered_event": "{ticket_action:created}"
    }
}