Activity Tracking

You can set up a Webhook to pull ticket information from Freshdesk to CustomerGauge for example when a new ticket is created or when a ticket is closed. This allows account managers get 360 view of the health of their accounts and mitigate any support issues that could lead to the churn of the customer.

Not the Webhook you're looking for? Explore the other options!


How to set it up

  1. Set up in CustomerGauge
    • Go to Data → Integrations in CustomerGauge and click the "Webhooks" tab. 
    • Press the "New Webhook" button in the top-right corner.
    • Select "Freshdesk"
    • Give your Webhook a descriptive name, and select the Data Type "Activities - Tickets" and press the Add Trigger button.
    • Copy the Webhook URL, Username, and Password to a safe place.
    • Your webhook is automatically turned on — Make sure to Disable the webhook if you'd prefer to keep it turned off for now.
    • You can now set up your webhook in Freshdesk (see below).
  2. Set up in Freshdesk
    • Access the Automations Page from the Admin section.
    • In the Ticket Updates tab, add a "New rule".
    • Give your Rule a name that you can recognize among your other Rules.
    • We usually leave the "When an action performed by..." set to the default "Agent: Any", but feel free to adjust to your business needs.
    • In the "Involves any of these events" section, we'd add the conditions "Status is changed From Any status to Closed" and "Status is changed From Any Status to Resolved" — but feel free to adjust to to your business needs.
    • Optionally, you could add some additional filters in the "On tickets with these properties" section.
    • In the "Perform these actions" section, select "Trigger webhook" from the "Choose Action" drop-down.
    • Change the Request type to PUT.
    • In the URL field, paste the Webhook URL you copied over from your CustomerGauge webhook.
    • Enable "Required authentication", select "I have username & password", and paste the Username and Password you copied over from CustomerGauge appropriately.
    • In Encoding select JSON, and in Content select Advanced.
    • In the textarea that appears, add the following snippet;
        "account": "{{}}",
        "reference": "freshdesk-reference-{{}}",
        "type": "Support Ticket",
        "contact": "{{ticket.from_email}}",
        "additional_information_array": {
          "Subject": "{{ticket.subject}}",
          "Requester_name": "{{}}",
          "Agent_name": "{{}}",
          "Url": "{{ticket.url}}",
          "Priority": "{{ticket.priority}}",
          "Status": "{{ticket.status}}",
          "Solution_type": "{{ticket.solution_type}}"
        "happened_at": "{{ticket.created_on}}"
      You can enrich the "additional_information_array" with additional information that you think is important to add to CustomerGauge.
    • Click the "Preview and save" button, turn on your Rule, and you're all set up!