Freshdesk Integration

5min

Introduction
The requirement is to automate sending an NPS survey invite when a ticket is marked as resolved or closed. 
This automation can be achieved using the 'Observer' automation rule provided by Freshdesk. This feature is however only available to paid Freshdesk users. 
Requirement flow
The basic flow of events would be as following:
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Configuration steps
You can refer Freshdesk help document for detailed understanding. ﻿
Within FreshDesk, click Admin > Automations (under Helpdesk Productivity section)
Click Create New Rule under Ticket updates tab 
Enter the following in your new rule setup:
Rule Name: Omoto NPS Webhook
Description: Wehbook for Omoto NPS triggers
When any of these events occur: Status is changed from "Any Status" to "Closed"
And the events are performed by: any
On tickets with these properties: this can be left as default.
Perform these actions: Trigger WebHook (screenshot shared below)
Request Type: POST 
URL: Omoto team will provide you with a unique URL for your account that can be used here 
Encoding: JSON
Content: Advanced
Add JSON content: sample shared below --> use Freshdesk placeholders to insert appropriate values in the JSON.  
Click Save to save the automation.
Creating a webhook call in Freshdesk
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JS
[
  {
    "personalinfo": {
      "firstname": "{{ticket.contact.name}}",
      "lastname": "",
      "mobileno": "{{ticket.contact.phone}}",
      "email": "{{ticket.contact.email}}",
      "regid": "{{ticket.id}}"
    },
    "qualifyinginfo": [
      {
        "name": "unitname",
        "value": "Omoto-to-provide"
      },
      {
        "name": "product",
        "value": "Jeeves"
      },
      {
        "name": "genre",
        "value": "Comedy"
      },
      {
        "name": "author",
        "value": "PG Wodehouse"
      }
    ]
  }
]
[
  {
    "personalinfo": {
      "firstname": "{{ticket.contact.name}}",
      "lastname": "",
      "mobileno": "{{ticket.contact.phone}}",
      "email": "{{ticket.contact.email}}",
      "regid": "{{ticket.id}}"
    },
    "qualifyinginfo": [
      {
        "name": "unitname",
        "value": "Omoto-to-provide"
      },
      {
        "name": "product",
        "value": "Jeeves"
      },
      {
        "name": "genre",
        "value": "Comedy"
      },
      {
        "name": "author",
        "value": "PG Wodehouse"
      }
    ]
  }
]
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Next step
Once configuration is done, Omoto will start sending NPS email invite for every ticket closed in Freshdesk. 
Additional rule of cool-off period can be setup in Omoto to avoid over surveying your customers. 
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Sometimes the webhook configuration doesn't work out of the box.
In such a situation, we recommend getting in touch with Freshdesk's support team. They will help you enable the webhook or resolve issues with the webhook configuration. 
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Updated 25 Mar 2024

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