Introduction

In this article you will learn how you can create a Support Ticket in Freshdesk when a CustomerGauge survey gets completed using our Outgoing Webhooks Functionality. This helps if your organization is Closing the Loop using Freshdesk. 


In order to leverage this Outgoing Webhooks you do need to be a customer of both Freshdesk and CustomerGauge.



Business use case

Creating a Support Ticket in Freshdesk when a CustomerGauge survey gets completed greatly helps if you're Closing the Loop using Freshdesk.



Close the Loop in CustomerGauge in Freshdesk, in real-time!




Preparations

Requirements

In order to set up an Outgoing Webhook to Freshdesk, you'll need the following:

  • Admin access in CustomerGauge;
  • Admin access in Freshdesk;
  • A high enough Rate Limit in your Freshdesk package to cope with your survey volume.



Authentication

Each of the recipes for Freshdesk will require a valid authentication. You should repeat these steps in each of your Outgoing Webhooks to Freshdesk.

  1. In Freshdesk, click on your profile icon on the right-hand side in the top menu, and select Profile Settings.
  2. On this screen, copy the value in the API Key section. As an example, we'll use the API Key "ABC".
  3. Base64 Encode the value <api_key>:X, replacing <api_key> with your API Key.
    • Example: using the API Key "ABC" this would look like "ABC:X" before Base64 Encoding, and would be "QUJDOlg=" after Base64 Encoding.
  4. In CustomerGauge, when setting up your Webhooks add the following Custom Header in the Custom Headers section:

    HeaderValue
    AuthorizationBasic <base64-encoded api_key>

    Your Custom Header should look like this after adding.


  5. Your authentication should be all set up!




Create a Support Ticket when a Survey gets completed



How to set-up

  1. In CustomerGauge, in the Outgoing Webhooks page, click the New Webhook button, followed by the Outgoing option.

  2. In the Filters step you can add a combination of fields and their value that a survey response needs to match in order to trigger the Webhook.
    Survey Responses that have Touchpoint "Support", and Area being either "British Isles" or "Benelux" qualify to trigger this Webhook.

  3. In the Authentication step you can simply press Next. Authentication for Freshdesk is handled through the API request itself.

  4. In the API Setup step you'll need to set up your API request. We'll walk you through each of the fields that you'd need to fill in to create a Support Ticket in Freshdesk.
    1. Method: POST
    2. API URL:
      https://<domain>.freshdesk.com/api/v2/tickets/

    3. Custom Headers: Add the Authorization header as described in the Authentication section of this article. Additionally, you'd want to add the following header:

      HeaderValue
      Content-Typeapplication/json

      At this stage your Custom Headers section should look like this.

    4. Request Body: The Request Body is used to send your Survey Response data to Freshdesk. This is your mapping between CustomerGauge and Freshdesk. We'll provide an example, but you may want to make changes to add data important to you. See the list of Available Data Fields to find out what data is available from CustomerGauge to be sent over. Freshdesk's capabilities are described in their API documentation.

      Example Request Body:
      {
          "description": "Details about the issue...",
          "subject": "My webhook is on fire!",
          "email": "{{ event.email_display }}",
          "priority": 1,
          "status": 2
      }
  5. In the Details step, the last step, give a name to your Webhook, and decide to Activate the Webhook immediately or not. Once you've done that, click the Save button, and you're all done! You can see whether your Webhook being (de-)activated in the Status column in the overview of Webhooks. If you'd like to activate or deactivate your Webhook at a later time you can always Edit your Webhook and navigate to the Details step to activate or deactivate it.