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Version: 3.25

Freshdesk

The Freshdesk integration will query the given ticket code using the /api/v2/tickets endpoint. The user request will be only accepted if the Freshdesk issue is under Open or Pending status.

Requirements
  • Freshdesk API authentication data:
    • API URL
    • User
    • Passowrd
  1. Go to the menu Settings ➔ System parameters ➔ Integration with ITSM
  2. On the page actions, click in the New option
  3. Select Freshdesk
  4. Fill the fields as described below:
    • Integration Name: Will be the name of the integration used to identify this configuration inside senhasegura reports
    • Enabled: This status flag indicates if this configuration should be used into workflow procedures
    • API URL: Should be filled with the main Freshdesk URL. This URL will be used to access the Freshdesk REST Endpoint
    • User: A valid user with the right permission to query issues tickets inside Freshdesk
    • Password: The Freshdesk user password
  5. To finish, click on Save button

Validating​

  1. Go to the menu Settings ➔ System parameters ➔ Integration with ITSM
  2. In the report, click on Test authentication icon
  3. In the new window, fill Issue code with the ticket code
  4. Click on the Save button

You should receive the information about the ticket.

Important

senhasegura must have access to the ITSM solution to connect and get the tickets information.