In the Zoom desktop client, you can connect your Freshdesk account and receive Freshdesk ticket notifications in Zoom Team Chat.
Some available notifications are:
-
Ticket Creation: Ticket creation rules allow you to set up your support workflows by performing a predefined set of actions on newly created tickets.
-
Ticket Updates: Ticket update rules allow you to trigger specific actions in your helpdesk as soon as a certain event occurs.
This guide covers:
Prerequisites for Freshdesk Notifications
- Verified Freshdesk account
- Pre-approval of the Freshdesk app in the Zoom Marketplace
Note: If the app is not pre-approved, please contact your Zoom admin.
How to install Freshdesk Notifications
Add from the Zoom App Marketplace
- Sign in to the Zoom App Marketplace with your Zoom account.
- In the top right of your screen, enter Freshdesk in the search box.
- In your search results, find the Freshdesk Notifications app and click it.
Note: If the app is not pre-approved, contact your Zoom admin to approve this app for your account. - Click Visit Site to Install.
- Confirm the app permissions and click Authorize.
You will see a success page, and the Zoom app for Freshdesk will be available for all users in the Zoom account. The Freshdesk app will appear under the APPS section of the Zoom desktop client. - Authorize your Freshdesk account with Zoom.
How to use the chat commands
help
In the chat, type help to receive a list of all the commands for the Freshdesk app.
- After installing the Freshdesk app from the Zoom Marketplace, access the 1:1 Freshdesk app channel in the Zoom chat client.
- Enter the setup command or use the setup link from the help command.
The Freshdesk app will respond with a message containing a link to set up your account with Freshdesk. - Click the link to authenticate to Freshdesk.
How to connect and configure Freshdesk, WebHook, and subscriptions
Connect the Freshdesk app
- On the Connect Freshdesk setup page, connect the Freshdesk app by following the steps mentioned on the page to connect Freshdesk.
- Upon successful authorization, you will see a success message on the page.
A Freshdesk admin will navigate to configure WebHook tab automatically.
- To set up WebHook, follow the instructions mentioned in the Configure WebHook page.
- Once WebHooks are set up, any Zoom user can configure the subscriptions to get the notifications in any channel.
There are 2 notification types are available: Ticket Created and Ticket Updated. You can configure notification types and channels.
| Ticket | Ticket Creation, Ticket Updation |
Example: If you want to get Ticket Creation notifications in Zoom chat, configures a WebHook with the Ticket module, and specify the workflow rules under Admin->Automations->Ticket Creation tab.
If you want to get Ticket Updates notifications in Zoom chat, configures a WebHook with the Ticket module, and specify the workflow rules under Admin->Automations->Ticket Updates tab.
Once you have configured the Zoom chat channels, those channels will receive notifications for configured WebHooks and corresponding workflow rules. As an example, when a new ticket is created or updated in Freshdesk, you will see a app notification message.
Notification details
- After an event occurs on Freshdesk to trigger a notification, your Zoom app will display the notification in 15 seconds.
- After app installation, the app config web page contains one notification subscription by default: notifications for the 1:1 chat channel.
How to create a ticket
- Issue the create_fd_ticket command to create a ticket in the Freshdesk portal/chat channel.
A Create Ticket link will appear. - Click the link to bring up the create new ticket web page.
- Complete all the required details to create a ticket in the Freshdesk portal.
- Click Submit.
How to create instant meetings
Issue the meet command to create an instant Zoom meeting and get a Zoom meeting join link.
The meeting will appear in the list of scheduled meetings in the Meetings tab, under Upcoming, in your Zoom desktop client.
How to disconnect the Freshdesk app
Note: Only admins can disconnect the Freshdesk app.
- Issue the setup command.
- Access the setup page in the Connect Freshdesk page.
- As an admin, click the Disconnect button.
How to remove the Freshdesk app
- Sign in to the Zoom App Marketplace with your Zoom account.
- In the top right of the page, click Manage.
- In the navigation menu, click Added Apps.
- Next to Freshdesk, click Remove.
- In the dialogue box, click Remove to confirm.
For additional help, submit a request to Zoom Support.
Data security
- This app has access to the following information on Zoom:
- View channels subscribed to by a Zoom user under the Zoom account.
- View existing meeting details for a Zoom user under the Zoom account.
- View all information of a Zoom user under the Zoom account.
- This app has the following permissions on Zoom:
- Send a chat message to an IM channel or Zoom user under the Zoom account.
- Create a Zoom meeting on behalf of any Zoom user under the Zoom account.
- This app has access to the following information on Freshdesk:
- Admin-level read data for Freshdesk.
- Data Accessed: WebHooks, full response from Ticket endpoint.
- Data Displayed: Ticket (Ticket ID, Status, Priority, Agent Name).
- Data stored in DB: ApiKey, Domain.
- Data sent by Freshdesk to the app: Full Webhook, full response from tickets endpoints.
- This app has the following permissions on Freshdesk:
- Freshdesk API Key scopes: selected by the user.
- Communications between this app and Zoom/Freshdesk are encrypted:
- Protocol: TLS 1.2 enforced
- Cipher suite: ECDHE-ECDSA-AES128-GCM-SHA256
- Key length: 128 bits
- Perfect Forward secrecy: YES
- This app stores the following information in an encrypted database:
- Freshdesk admin-level API key and Zoom admin-level OAuth credentials.