How to integrate CallHippo with Freshdesk?

  • You can follow these steps to activate your Freshdesk integration with Callhippo and create tickets for each one of your calls.

  • On Freshdesk:

    • Login to your Freshdesk account.

Note your Domain Name from URL, for example : ‘callhippo1’ is Domain name in https://callhippo1.freshdesk.com.

  • Go to your Profile icon on the top right corner and click on it. In the drop down menu, click on ‘Profile Settings’.


  • Find and copy your ‘API key’.



  • On Callhippo:

  • Login to your Callhippo account.

  • Go to the Side bar and click on ‘Integrations’.



  • Click on the “Integrate” button in front of “Freshdesk”.

  • Once you click on ‘Integration’ button, you will get one pop-up asking you api-key and domain name (which you copied from url in previous steps). Enter the details and click on ‘Save’.


  • Once you click on Save, you will get message saying ‘Your account with freshdesk will be integrate soon. You will get notified about the same via an email’ and your integration status will be ‘in-progress’.

  • Once the integration is successful and process gets completed, your integration status will be ‘integrated’ as shown below :

  • So now you have successfully integrated your freshdesk account with your callhippo account and your existing data is synced with callhippo.

  • But to sync new data that is being created in freshdesk, you need to created several webhooks, which is explained as below :


Webhooks

    • Here we will create total 4 webhooks, which is as follows

    • But before creating webhook, please copy and note down your callhippo user id somewhere. Steps to find your callhippo user id as follows :

      • Go to Users page in callhippo

      • Click on ‘Main User’. It will redirect you to user setting page.

      • Now copy the highlighted portion shown in below image and note it down.


 

  1. Create ‘Add new ticket’ webhook

  • Go to your freshdesk dashboard and click on ‘Admin’ tab as shown below :

 

  • Then under the ‘Helpdesk Productivity’ section click on ‘Dispatch`r’ icon as shown below :

  • Then click on ‘New Rule’ button as shown below :


  • Now insert the details as shown below :

    • Rule Name : Add New Ticket

    • Description : Called when new ticket with Open Status is created

    • Then select ‘Match ANY of the below’ radio button.

    • Below that under ‘Conditions’ section, in dropdown, select

      • Select Condition : Status

      • In next dropdown, select ‘Is’

      • And then in next dropdown select ‘Open’.

    • Then under ‘Actions’ segment,

    • Then click on Save.

  • Refer below images for more information.


  1. Create ‘Close ticket’ webhook

  • Go to your freshdesk dashboard and click on ‘Admin’ tab as shown below :

 

  • Then under the ‘Helpdesk Productivity’ section click on ’Observer’ icon as shown below :


Then click on ‘New Rule’ button as shown below :

  • Now insert the details as shown below :

    • Rule Name : Close Ticket

    • Description : Called when a ticket is closed

    • Then under ‘When an action performed by… ’ section select radio button against ‘Agent or Requester’ label.

    • Below that under ‘involve any of these conditions ’ sections, in dropdown, select

      • Select Event : Status is changed

      • From : Open

      • To : Closed.

    • Then under ‘perform these actions’ segment,

    • Then click on Save.

  • Refer below images for more information.


  1. Create ‘Open ticket’ webhook

  • Go to your freshdesk dashboard and click on ‘Admin’ tab as shown below :

 

  • Then under the ‘Helpdesk Productivity’ section click on ’Observer’ icon as shown below :



  • Then click on ‘New Rule’ button as shown below :



  • Now insert the details as shown below :

    • Rule Name : Open Ticket

    • Description : Called when a ticket is reopened from any state

    • Then under ‘When an action performed by… ’ section select radio button against ‘Agent or Requester’ label.

    • Below that under ‘involve any of these conditions ’ sections, in dropdown, select

      • Select Event : Status is changed

      • From : Any Status

      • To : Closed.

    • Then under ‘perform these actions’ segment,

    • Then click on Save.

  • Refer below images for more information.



  1. Create ‘Delete ticket’ webhook

  • Go to your freshdesk dashboard and click on ‘Admin’ tab as shown below :


 

  • Then under the ‘Helpdesk Productivity’ section click on ’Observer’ icon as shown below :



  • Then click on ‘New Rule’ button as shown below :



  • Now insert the details as shown below :

    • Rule Name : Delete Ticket

    • Description : Called when a ticket is deleted

    • Then under ‘When an action performed by… ’ section select radio button against ‘Agent or Requester’ label.

    • Below that under ‘involve any of these conditions ’ sections, in dropdown, select

      • Select Event : Ticket is

      • And select ‘deleted’ in dropdown next to ‘Select Event’.

    • Then under ‘perform these actions’ segment,

    • Then click on Save.

  • Refer below images for more information.



  • Hurray!! You have successfully integrated Freshdesk  with Callhippo.