Using Freshdesk notifications for Zoom chat

ByTech Lover

You can connect your Freshdesk account to Zoom’s desktop client and receive Freshdesk ticket notifications directly from Zoom chat.

A range of notifications are available, including:

  • Ticket creation: By setting up a predefined set of actions for newly created tickets, you can set up your support workflows for your support teams.
  • Ticket Updates: When a specific event occurs in your helpdesk, you can set up rules in your helpdesk to trigger specific actions in response to that event.

The following topics are covered in this guide:

  • How to install Freshdesk notifications
    • Add from the Zoom App Marketplace
  • How to use the chat commands
  • How to connect and configure Freshdesk, WebHook and subscriptions
    • Connect the Freshdesk chat app
    • Configure WebHook
    • Configure subscriptions
  • How to create a ticket
  • How to create instant meetings
  • How to unpair the chat app from Freshdesk
  • How to remove Freshdesk chat app
  • data security

Requirements for Freshdesk notifications

  • A verified account with Freshdesk
  • In order for Freshdesk chat to work in the Zoom Marketplace, it must be pre-approved
    Note: The app must be pre-approved by your Zoom admin if not already approved.

How to install Freshdesk notifications

Add from the Zoom App Marketplace

  1. You must sign in with your Zoom account to access the Zoom App Marketplace.
  2. If you go to the top-right corner of your screen, you’ll find a search box to type Freshdesk in.
  3. Look for Freshdesk notifications in your search results and click on it when you see it in the results.
    Note: I recommend contacting your Zoom admin if the app is not pre-approved so they can approve it for your account.
  4. The next step is to visit the website and install the application.
  5. Click the Authorize button after confirming the app’s permissions.
    You’ll see a success page once the integration of Zoom chat with Freshdesk is complete. All users within the Zoom account have access to the Zoom chat app. Once you open the Zoom desktop client, you will find the Freshdesk chat app in the APPS section.
  6. Your Freshdesk account will be linked to your Zoom account once you authorize it.

How to use the chat commands

Help

Type the word help in the Freshdesk chat app to get a list of all available commands. The following list is not complete.

Setup command for connect, configure webhook, configure subscription, and disconnect Freshdesk chat app.

  1. It is possible to access 1:1 Freshdesk App channel in Zoom chat after downloading Freshdesk App from Zoom Marketplace.
  2. The setup command can be entered on the command line or you can use the setup link provided by the help command.
    When you send a message to the Freshdesk chat app, the app responds with a message that includes a link to set up your Freshdesk account.
  3. You must click the link to authenticate with Freshdesk.

How to connect and configure Freshdesk, WebHook and subscriptions

Connect the Freshdesk chat app

  1. The Freshdesk Chat app can be connected by following the instructions on the Connect Freshdesk setup page when connecting Freshdesk through the Freshdesk Chat app.
  2. Once authorization is successful, a message will appear on the page.
    Freshdesk will automatically navigate you to the Configuration tab of the WebHook tab if you are a Freshdesk admin.

Configure WebHook

  1. Follow the instructions on the Configure WebHook page if you want to set up WebHook according to the instructions.
  2. After WebHooks are configured, Zoom users can configure their subscriptions to receive notifications in any channel they want once configured.

Configure subscriptions

Ticket created and ticket updated notifications are the two available notification types. Channels and notification types can be configured to your liking.

Ticket creation, ticket update and ticket management

You can configure a webhook with the tickets module if you want to receive notifications about ticket creation in Zoom chat and you can set workflow rules for it under Admin->Automations->Ticket Creation.

There are several ways to configure ticket update notifications in Zoom chat. First configure a webhook and a link to the ticket module. Second, specify the workflow rules under the Admin->Automations->Ticket Updates tab in the Ticket module.

Zoom chat channels will receive notifications for webhooks configured for those channels, as well as workflow rules related to those webhooks once you’ve configured them. When you create a new ticket in Freshdesk or update an existing ticket, you’ll receive a notification in your chat app when a new ticket is created.

Detailed information about notifications

  • Zoom chat displays a notification whenever a Freshdesk event triggers a notification, which occurs within 15 seconds of the event on Freshdesk.
  • There is a default notification subscription on the app configuration webpage after the app is installed: Notifications for the 1:1 chat channel, which will be notified once installed.

How to create a ticket

  1. To create a ticket on the Freshdesk portal or Freshdesk chat channel, run the create_fd_ticket command.
    You can create a ticket by clicking the Create ticket link.
  2. You will be taken to a webpage where you can create a new ticket by clicking the link.
  3. Fill out all the required information in the Freshdesk portal to create a ticket.
  4. When you have filled out the form, click the Submit button.

How to create instant meetings

To get a link to join a Zoom meeting for a Zoom meeting, simply enter the meet command and an instant Zoom meeting will be created.

If you’re using the Zoom desktop client, the meeting will appear in the list of scheduled meetings under Upcoming on the Meetings tab under the Meetings tab.

How to unpair the chat app from Freshdesk

Note: Only admins can disconnect the Freshdesk chat app.

  1. Setup should be done by issuing the setup command.
  2. There is a setup page that can be accessed on the Connect Freshdesk page.
  3. You can disconnect as soon as you click the Disconnect button as an administrator.

How to remove Freshdesk chat app

  1. You can access the Zoom App Marketplace by signing in with your Zoom account.
  2. The Manage button is located at the top right of the page.
  3. From the navigation menu on the left side of the screen, click Added apps.
  4. Remove Freshdesk from the list by clicking the Remove button next to it.
  5. Click the Remove button to confirm that you want to remove the item.

Please submit a ticket if you need additional help or technical support.

data security

  • Because this app has access to Zoom’s information, it can:
    • Channels subscribed to by a Zoom user under their Zoom account can be viewed by viewing their subscriptions.
    • Under the Zoom account, you can view the details of existing meetings created by Zoom users.
    • Under the Zoom account you can view all the information related to a Zoom user.
  • In order to use this chat app on Zoom you need to grant it the following permissions:
    • The chat message can be sent to a chat channel within a Zoom account or to a Zoom user within the IM channel.
    • The Zoom account allows you to create Zoom meetings on behalf of any Zoom user under your account.
  • There is a lot of information available on Freshdesk that this app can access:
    • Freshdesk admins have admin-level access to data.
    • Access to data: Ticket endpoints can be accessed via WebHooks and full responses are provided.
    • Data displayed includes the following: This ticket contains the following information (ticket ID, ticket status, priority, agent name).
    • Data stored in DB:
    • There are two API keys: the API key and the domain key.
    • Freshdesk sends the following data from Freshdesk to the app: Ticket endpoints receive a full response via a webhook.
  • Freshdesk has granted the following permissions to this chat app:
    • The scope of Freshdesk’s API key is as follows: An option can be selected based on the user’s preference.
  • This chat app communicates encrypted messages between Zoom/Freshdesk and this chat app:
    • Protocol: TLS 1.2 enforced
    • Cipher suite: ECDHE-ECDSA-AES128-GCM-SHA256
    • Key length: 128 bits
    • Perfect Forward Secrecy: YES
  • This chat app stores the following information in an encrypted database:
    • An API key for Freshdesk and admin-level OAuth credentials for Zoom.

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