Freshdesk

To create tickets in Freshdesk for Squadcast Incidents with the help of Outgoing Webhooks

Create a Ticket in Freshdesk via Webhook Template

Follow the below steps to configure the “Freshdesk - Create Ticket” action via webhooks.

1. Login to your Freshdesk Support Portal -> your Profile (top right) -> Profile Settings -> View API Key

1. Copy the API Key from Freshdesk to Create Tickets

Generate Basic Token using the API Key

You need to generate a basic token using their API Key to authenticate Freshdesk APIs. Use a tool to generate a basic token out of the API Key.

Here we have used Postman to generate the basic token

1. Open a new tab in Postman

2. Paste the below curl in the URL space

1. Navigate to Authorization -> Type Basic Auth -> In the Username field paste the API Key copied from the profile page.

2. Navigate to Headers -> Key Authorization -> Copy the Value

curl -v -u apikey:X -H "Content-Type: application/json" -X GET 'https://domain.freshdesk.com/api/v2/tickets'

Note:

Replace the word “domain” in the URL with your Domain Name

Using Webhooks to create Freshdesk tickets for Squadcast Incidents

1. Navigate to Settings -> Webhooks.

2. Click Add Webhook. On the next screen, you will be guided through three steps. Navigate between these steps by clicking on any of the steps on the top bar.

3. Add Webhook Details:

   1. Webhook Name: Enter the webhook name as Freshdesk - Create Ticket.

   2. Webhook Description (optional): Enter an optional description. For example - This webhook is for ticket creation in Freshdesk for Squadcast Incidents.

   3. Failure Notification Email (optional): Enter an email where you want to receive failure notifications. This is particularly helpful when you (or an administrator) want to be notified of webhook-related failures.

   4. URL: Copy and paste the below API.

   5. Additional Headers: Add Key: Authorization and paste the Value copied from Postman with the prefix Basic

   https://domain.freshdesk.com/api/v2/tickets

Note:

Replace the word “domain” in the URL with your Domain Name and make sure you have selected the POST request.

Under Additional headers, Content-Type: application/JSON is added by default.

Click Next: Choose Webhook Type, and navigate to the next step.

1. Choose Webhook Type: Choose Webhook type (Manual or Automatic) and add configurations.

   1. Manual Webhook: Manually trigger Webhooks under incidents, on demand. Under Manual Webhook, select the teams that are authorized to access the Webhook. You can select All Teams or enter specific Teams, from the drop-down.

Note:

Select this option only if you want to create Freshdesk tickets manually on-demand. If you want a ticket, created automatically when certain conditions are met, please choose Automatic webhooks.

1. Automatic Webhook: Automatically trigger Webhooks when the configured conditions match. To set up Automatic Webhook Configurations:

   1. Versions: Select v2

   2. Triggers: Select the following Trigger events (conditions) for which the Webhook will be triggered:

      1. Incident Triggered (This will create a Freshdesk ticket whenever a new incident gets triggered in Squadcast)

   3. Filters: You can apply filters on top of events, based on Teams, Services, Alert Sources, and Tags, by having an individual expression or a combination of expressions/expression groups.

Applying filters will trigger the webhook and create Freshdesk tickets only for events that match the filter.

Click Next: Configure Payload, and navigate to the next step.

1. Configure Payload: Select the pre-configured template for Freshdesk - Create Ticket. You can also test the Webhook by clicking the Test Webhook on the bottom right.

Note:

We have added the necessary fields in the template. You can change the Priority and Status according to your use case and can add additional ticket fields. You can also use this link to check the fields accepted by Freshdesk Create Incident API.

Click Save and your Webhook is created.

Have any questions? Ask the community.