Creating a job in Okappy from Freshdesks

Freshdesk is a customer support platform that provides the tools, integrations and resources you need to manage enquiries, tickets and customer communication efficiently.

You can connect Freshdesks to Okappy and automatically create jobs in Okappy when a ticket has been raised in Freshdesks.

See more about our integration features.

Read on to find out how to automatically create a new job in Okappy when a ticket has been raised in Freshdesks.

Use automations in Freshdesks to create a job

To create a job in Okappy, you can utilise a Freshdesk automation with a web hook.

Note: The availability of automations is dependant on your Freshdesk product and subscription.

To add a job in Okappy,

  • Go to Admin in your Freshdesk and select Automations

Freshdesks Automations

  • Choose + New rule

Create a new Freshdesk automation rule

  • Add a name for your automation and choose when you want the integration to fire i.e. when a ticket has been created

Create a new Freshdesk automation

Note: Ensure the condition is set so that your automation runs. i.e., If you set Tickets subject is X, and the subject contains additional text then it won’t run.

  • In Actions, choose Trigger Webhooks

Create a Freshdesk automation

  • Then fill out the following
    • Request type, select POST
    • Url, enter https://api.okappy.com/rest/freshdeskEvent
    • Select Require authorization and choose Use API key
    • Retrieve your API key from within Okappy > System settings > Company settings > Integration settings. 
    • Enter your Okappy API key into the API Key field
  • In encoding, choose JSON and select placeholders from the ticket fields to be sent. These are the fields which will be sent to Okappy.

Create a Freshdesk automation

Notes: 

  • triggered_event is required in order for Okappy to see that the ticket has been created.
  • If ticket_customer is provided, Okappy will use your client where an exact match client name is found. Otherwise the job will default to you.
  • If ticket_ticket_type is provided, Okappy will look for an exact match in the job template names. Otherwise it will default to a standard template
  • Click Preview and then Save and enable

Create a Freshdesk automation

You should now be able to create a ticket and a job will be created in Okappy.

Freshdesk to Okappy mappings

Freshdesk placeholder Okappy field Required Notes
triggered_event N/A Y Okappy looks for ticket_created. In this this field in order to determine whether to create a job
ticket.status Status N By default, Freshdesk provides the following statuses – Open, Pending, Resolved, Closed, Waiting on Customer. To pick up these statuses in Okappy, you’ll need to include them in the job template > job options > Job status
ticket.company_name Customer N If this is present, Okappy will search your list of customers for a match.

Note: The match has to be exact (spelling, capitalisation, spacing) otherwise the job will default to you as the customer
ticket.ticket_type Job type N If this is present, Okappy will search your list of job templates for a match.

Notes:

  • The name of your job template in Okappy will need to match the Freshdesk ticket types. The default ones are Question, Incident, Problem, Feature Request.
  • The match has to be exact (spelling, capitalisation, spacing) otherwise the job will default to you the standard template
ticket.subject CustomerReference N Maximum 30 characters
ticket.description Description N Text max size approx. 64k
ticket.priority Priority N Maximum 20 characters
ticket.source Column1 N Maximum 100 characters
ticket.status Column2 N Maximum 100 characters
ticket.product_description Column3 N Maximum 100 characters
ticket.cf_reference_number Column4 N Maximum 100 characters
ticket.tags Column5 N Text max size approx. 64k

Note: Other Freshdesks fields can be included, but will not get picked up by Okappy.

Troubleshooting

Issue Check
A job is not created in Okappy
  • Check the automation is running. If the condition is too strict it might not run
  • Ensure the request type is POST, check the URL is correct and make sure you are using the correct API key for your account.
  • Uncheck the sandbox checkbox in your Okappy accounts integration settings.
  • Ensure the triggered_event is included in the JSON content
The job is created but information is missing
  • Check the placeholders in Freshdesk match to the field names in Okappy
The job is created but it uses the standard template
  • Ensure you have a template in Okappy with a name that exactly matches the ticket type in Freshdesks i.e., Incident
The job is created but the customer defaults to your account
  • Ensure you have a customer with the same name as the customer used in the ticket. Check for extra spaces, difference in capitalisation or spelling.
Information shows in the job in Okappy but some text is truncated
  • Check the fields used in Okappy and the amount of text available in each
The job is created but it has the wrong status
  • Ensure the statuses in the relevant job template match the statuses in Freshdesks