Freshdesk

The Freshdesk integration will query the 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
  • PassowPassword

Configure in senhasegura:

1. Go to the menu Settings ➔ System parameters ➔ Integration with ITSM.
   
2. On the page actions , click on the New option.
3. Select Freshdesk.
   
   
4. Fill in the fields as described below:
   
   • Integration Name: this will be the integration name used to identify this configuration inside senhasegura reports.
   • Enabled: This status flag indicates if this configuration should be used in 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 proper permission to query issues tickets inside Freshdesk.
   • Password: the Freshdesk user password.
5. To finish, click on the Save button

Validate Integration

To perform validation in senhasegura:

1. Go to the menu Settings ➔ System parameters ➔ Integration with ITSM.
2. In the report, click on the 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.