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

    Note - Your Email address must be the same in both Callhippo account and freshdesk account that has to be Integrated and E-mail address should not contain “+”.


On Freshdesk:

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 Sidebar 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 a message saying ‘Your account with freshdesk will be integrated 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 the 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 create several webhooks, which is explained as below :

 

Webhooks

    • Here we will create total of 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 the 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 the ‘Admin’ tab as shown below :





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

 




  • Now Under ticket creation tab, click on New Rule.


  • 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 a dropdown, select

      • Select Condition: Status

      • In the next dropdown, select ‘Is’

      • And then in the next dropdown select ‘Open’.

    • Then under ‘Actions’ segment,

    • Then click on Save.

  • Refer below images for more information.


 



     2.Create ‘Close ticket’ webhook

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

 




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


 




  • Now click on ticket updates tab, and click on New Rule -


  • Now insert the details as shown below :

    • Rule Name: Close Ticket

    • 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 a 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 the ‘Admin’ tab as shown below :



 

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

 




  • Now click on ticket updates tab, and click on New Rule - :

 

  • Now insert the details as shown below :

    • Rule Name: Open Ticket

    • 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 a dropdown, select

      • Select Event: Status is changed

      • From: Any Status

      • To: Closed.

    • Then under ‘perform these actions’ segment,

    • Then click on Preview and Save.

    • Now Click on Save

  • Refer below images for more information.

 



 




  1. Create ‘Delete ticket’ webhook

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

 




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




  • Now click on ticket updates tab, and click on New Rule - :


  • Now insert the details as shown below :

    • Rule Name: Delete Ticket

    • 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 a dropdown, select

      • Select Event: Ticket is

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

    • Then under ‘perform these actions’ segment,

    • Then click on Save.

  • Refer below images for more information.