Using Freshdesk Notifications app for Team Chat

In the Zoom desktop client, you can connect your Freshdesk account and receive Freshdesk ticket notifications in Zoom Team Chat.

Some available notifications are:

This guide covers:

Prerequisites for Freshdesk Notifications

How to install Freshdesk Notifications

Add from the Zoom App Marketplace

  1. Sign in to the Zoom App Marketplace with your Zoom account.
  2. In the top right of your screen, enter Freshdesk in the search box.
  3. 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.
  4. Click Visit Site to Install.
  5. 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.
  6. 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.

Setup commands for Connect, Configure WebHook, Configure Subscription and Disconnect the Freshdesk app

  1. After installing the Freshdesk app from the Zoom Marketplace, access the 1:1 Freshdesk app channel in the Zoom chat client.
  2. 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.
  3. Click the link to authenticate to Freshdesk.

How to connect and configure Freshdesk, WebHook, and subscriptions

Connect the Freshdesk app

  1. On the Connect Freshdesk setup page, connect the Freshdesk app by following the steps mentioned on the page to connect Freshdesk.
  2. Upon successful authorization, you will see a success message on the page.
    A Freshdesk admin will navigate to configure WebHook tab automatically.

Configure WebHook

  1. To set up WebHook, follow the instructions mentioned in the Configure WebHook page.
  2. Once WebHooks are set up, any Zoom user can configure the subscriptions to get the notifications in any channel.

Configure subscriptions

There are 2 notification types are available: Ticket Created and Ticket Updated. You can configure notification types and channels.

ModuleEvents
TicketTicket 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

How to create a ticket

  1. Issue the create_fd_ticket command to create a ticket in the Freshdesk portal/chat channel.
    A Create Ticket link will appear.
  2. Click the link to bring up the create new ticket web page.
  3. Complete all the required details to create a ticket in the Freshdesk portal.
  4. 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.

  1. Issue the setup command.
  2. Access the setup page in the Connect Freshdesk page.
  3. As an admin, click the Disconnect button.

How to remove the Freshdesk app

  1. Sign in to the Zoom App Marketplace with your Zoom account.
  2. In the top right of the page, click Manage.
  3. In the navigation menu, click Added Apps.
  4. Next to Freshdesk, click Remove.
  5. In the dialogue box, click Remove to confirm.

For additional help, submit a request to Zoom Support.

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