snapshot of https://github.com/zulip/zulip.git @ 48c69911c7dd4e03b20552eb3bd77ad8151c1357 (2026-09-15)

zerver/webhooks/freshdesk/doc.md

@@ -0,0 +1,140 @@
+# Zulip Freshdesk integration
+
+See customer support interactions in Zulip with our Freshdesk
+integration!
+
+### Create Zulip bot for Freshdesk notifications
+
+{start_tabs}
+
+1. {!create-an-incoming-webhook.md!}
+
+1. {!generate-webhook-url-basic.md!}
+
+{end_tabs}
+
+
+### Add notifications for new Freshdesk tickets
+
+{start_tabs}
+
+1. Go to your Freshdesk **Admin** page.
+
+1. Under **Helpdesk Productivity**, select **Dispatch'r**, and then
+   select **New rule**.
+
+1. Set **Rule Name** to a name of your choice, such as `Zulip`.
+
+1. There isn't a shortcut to "always generate a notification on ticket
+   creation", so we'll have to fake it by picking two complementary
+   conditions: when the source **is email**, and when the source **is
+   not email**. Set up the **Conditions** for the new rule, like so:
+
+     ![](/static/images/integrations/freshdesk/001.png)
+
+1. Under **Actions**, set the **Select Action** dropdown to **Trigger
+   Webhook**.
+
+1. Set **Request Type** to **POST**, and set **Callback URL** to the URL
+   [generated above][create-bot].
+
+1. Toggle the **Requires Authentication** checkbox.
+
+1. Set **Username** to the email of the bot [created above][create-bot],
+   and set **Password** to the bot's API key.
+
+1. Set **Encoding** to **JSON**, and select the **Advanced** option.
+   Copy and paste the following JSON into the **Content** box:
+
+    ```
+    {% raw %}
+    {"freshdesk_webhook":
+        {
+            "triggered_event":"{{triggered_event}}",
+            "ticket_id":"{{ticket.id}}",
+            "ticket_url":"{{ticket.url}}",
+            "ticket_type":"{{ticket.ticket_type}}",
+            "ticket_subject":"{{ticket.subject}}",
+            "ticket_description":"{{ticket.description}}",
+            "ticket_status":"{{ticket.status}}",
+            "ticket_priority":"{{ticket.priority}}",
+            "requester_name":"{{ticket.requester.name}}",
+            "requester_email":"{{ticket.requester.email}}"
+        }
+    }
+    {% endraw %}
+    ```
+
+1. Click **Save**.
+
+{end_tabs}
+
+### Get notifications for changes to existing Freshdesk tickets
+
+{start_tabs}
+
+1. Go to your Freshdesk **Admin** page.
+
+1. Under **Helpdesk Productivity**, select **Observer**, and then select
+   **New rule**.
+
+1. Set **Rule Name** to a name of your choice, such as `Zulip`.
+
+1. Under **involves any of these events**, create new events as shown below:
+
+    ![](/static/images/integrations/freshdesk/002.png)
+
+1. Unfortunately, there isn't a shortcut for specifying "all tickets",
+   so we'll have to fake it by picking two complementary conditions:
+   when the source **is email**, and when the source **is not email**.
+   Under **on tickets with these properties**, create new conditions,
+   like so:
+
+    ![](/static/images/integrations/freshdesk/003.png)
+
+1. Under **perform these actions**, set the **Select Action** dropdown
+   to **Trigger Webhook**.
+
+1. Set **Request Type** to **POST**, and set **Callback URL** to the URL
+   [generated above][create-bot].
+
+1. Toggle the **Requires Authentication** checkbox.
+
+1. Set **Username** to the email of the bot [created above][create-bot],
+   and set **Password** to the bot's API key.
+
+1. Set **Encoding** to **JSON** and select the **Advanced** option.
+   Copy and paste the following JSON into the **Content** box:
+
+    ```
+    {% raw %}
+    {"freshdesk_webhook":
+        {
+            "triggered_event":"{{triggered_event}}",
+            "ticket_id":"{{ticket.id}}",
+            "ticket_url":"{{ticket.url}}",
+            "ticket_type":"{{ticket.ticket_type}}",
+            "ticket_subject":"{{ticket.subject}}",
+            "ticket_description":"{{ticket.description}}",
+            "ticket_status":"{{ticket.status}}",
+            "ticket_priority":"{{ticket.priority}}",
+            "requester_name":"{{ticket.requester.name}}",
+            "requester_email":"{{ticket.requester.email}}"
+        }
+    }
+    {% endraw %}
+    ```
+
+1. Select **Save**.
+
+{end_tabs}
+
+{!congrats.md!}
+
+![](/static/images/integrations/freshdesk/004.png)
+
+### Related documentation
+
+{!webhooks-url-specification.md!}
+
+[create-bot]: #create-zulip-bot-for-freshdesk-notifications