Freshdesk
Bi-directional integration with Freshdesk to sync incidents, notes, and statuses while creating or linking tickets effortlessly.
Spike's Freshdesk integration helps with automatic ticket creation to syncing statuses and notes in real-time from either Spike or Freshdesk's dashboard, Whether done manually or automatically via Playbooks, this integration ensures incident details are captured in your helpdesk system efficiently.
Features
Bi-directional Sync: Sync incident statuses and notes between Spike and Freshdesk in real time.
Ticket Creation: Automatically or manually create Freshdesk tickets from Spike using Playbooks.
Link Existing Incidents: Link existing Spike incidents to tickets on Freshdesk.
Two step set up
Connecting Freshdesk and Spike requires two setups: the API connection enables creating incidents from Spike to Freshdesk, while the Spike app from the marketplace allows creating incidents from Freshdesk to Spike with real-time syncing of statuses and notes.
Step 1. Freshdesk Marketplace App
Install the Spike app from the Freshdesk Marketplace for enhanced functionality, including:
Creating incidents or linking existing ones directly from Freshdesk.
Syncing notes and incident statuses in real-time, including status updates and changes.
Allowing Freshdesk users (who aren’t Spike users) to trigger incidents.
Steps to Set Up:
Install the Spike app from Freshdesk Marketplace
Generate and copy a new API token from the Spike dashboard
Follow the instructions on Freshdesk to connect Spike
Step 2. API Connection on Spike
This method allows you to send incidents from Spike to Freshdesk by connecting with an API token and email.
Steps to Set Up:
Enter your Freshdesk API token and subdomain.
How to use?
Manual Sync
From the Spike dashboard, users can manually select one or more incidents and create Freshdesk support tickets.
Important Notes:
Tickets created from Spike are not synced with statuses or notes.
For full syncing functionality, tickets must be created using the Spike app in Freshdesk.
Sync Notes and Status
When the Spike app is installed from the Freshdesk Marketplace, syncing notes and statuses is automatic and happens in real time. Any updates made on one platform reflect immediately on the other.
Automatically Creating Tickets
Spike’s Playbooks automate ticket creation during incident triggers. Once set up, incident details, timestamps, and other critical data are sent to Zendesk automatically.
How to Use?
Manual Ticket Creation
From the Spike dashboard, select one or more incidents and create Freshdesk tickets.
Automatically Creating Tickets
Use Spike’s Playbooks to automate ticket creation during incident triggers. Incident details, timestamps, and other critical data are sent to Freshdesk automatically.
FAQs
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