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Using Freshdesk Notifications for Zoom chat

ByCorporate Guider Home, Zoom

You will be able to connect your Freshdesk account in the Zoom desktop client and receive notifications from Freshdesk for any tickets you have in Freshdesk.

Here are some of the notifications that are available:

  • Ticket Creation: A ticket creation rule, which can be set up to perform a predefined set of actions when a new ticket is created, can be used to automate your support workflows.

  • Ticket Updates: When certain events occur in your helpdesk, specific actions can be automatically triggered if you set up rules as soon as they happen in your helpdesk.

Prerequisites for Freshdesk Notifications

  • Account on Freshdesk that has been verified

  • Freshdesk chat app has been pre-approved for inclusion in the Zoom Marketplace
    Note: Your Zoom administrator will be able to assist you if the app has not been pre-approved.

How to install Freshdesk Notifications

Add from the Zoom App Marketplace

  1. Log in with your Zoom account to access the Zoom App Marketplace.

  2. In the search box on the top right corner of your screen, type in Freshdesk and click on the search button.

  3. The Freshdesk Notifications app should appear in your search results, so click it to access it.
    Note: It is recommended that you contact your Zoom administrator if the app is not pre-approved on your account in order to have it approved.

  4. Click Visit Site to Install.

  5. Click on the Authorize button after you have confirmed the app permissions.
    As soon as the success page is displayed, you will also be able to see that the Zoom chat app for Freshdesk will now be accessible to all Zoom users at Freshdesk. Zoom desktop client allows you to add Freshdesk chat app as an app to the APPS section. You will find it under the APPS section.

  6. Make sure Zoom is authorized to access your Freshdesk account.

How to use the chat commands

Help

Type help to receive a list of all Freshdesk chat app commands that can be accessed from the chat window.

Setup command for Connect, Configure WebHook, Configure Subscription and Disconnect the Freshdesk chat app

  1. Use the Zoom chat client to access the 1:1 Freshdesk app channel once you have installed the Freshdesk app from the Zoom Marketplace.

  2. In the help command, you will find a setup link that you can use or use the setup command itself.
    You will receive an email response from the Freshdesk chat app containing a link to set up your account with Freshdesk once you reply to the message.

  3. To authenticate to Freshdesk, please click on the link provided below.

How to connect and configure Freshdesk, WebHook, and subscriptions

Connect the Freshdesk chat app

  1. Connect Freshdesk by following the steps mentioned on the setup page by following the steps to connect Freshdesk by following the steps that are mentioned on the page.

  2. A success message will appear on the page once the authorization has been successful.
    It is automatically navigated to the configuration tab of WebHook by a Freshdesk admin.

Configure WebHook

  1. There are instructions on the Configure WebHook page that will help you set up WebHook according to the instructions given.

  2. A Zoom user can configure the subscriptions once the WebHooks have been set up, so that they can receive notifications on any channel of their choice.

Configure subscriptions

There are two types of notifications available: the Created Ticket notification and the Updated Ticket notification. There are a variety of notification channels and types you can configure.

ModuleEventsTicket – Create and update tickets for events

Example: You can configure a WebHook with the Ticket module in Zoom chat in order to receive notifications of ticket creations in that chat. Additionally, you need to specify the workflow rules under the Admin->Automations->Ticket Creation tab if you wish to receive such notifications.

The WebHook with the Ticket module is required in order to receive notifications of Ticket Updates within Zoom chat, as well as specifying the workflow rules under Admin->Automations->Ticket Updates within Zoom chat.

In the event that you have configured Zoom chat channels, those channels are going to be notified of the configuration of WebHooks within the system and the corresponding workflow rules within the system. Whenever a new ticket is created or updated in Freshdesk, you will see a notification message in the chat application when the new ticket is created or updated.

Notification details

  • Zoom chat app will display the notification in 15 seconds after an event occurs on Freshdesk that triggers a notification on Freshdesk.

  • Upon installation of the app, a notification subscription to the 1:1 chat channel will automatically appear on the app’s config web page after installation.

How to create a ticket

  1. If you wish to create a ticket in Freshdesk’s chat channel or portal, issue the command create_fd_ticket.
    On the left hand side of the screen, you will see a link that says “Create Ticket”.

  2. It will bring up a web page that allows you to create a new ticket once you click the link.

  3. To create a ticket on Freshdesk, you will need to complete all the required details.

  4. Please click on the Submit button.

How to create instant meetings

In order to create an instant Zoom meeting, issue the meet command, and you will receive a link for joining the Zoom meeting.

There will be a list of scheduled meetings in your Zoom desktop client under Upcoming, under the Meetings tab, and will be visible within the Meetings tab.

How to disconnect the Freshdesk chat app

Note: Freshdesk chat app can only be disconnected by admins.

  1. The setup command should be issued.

  2. On the Connect Freshdesk page, you will be able to access the setup page.

  3. In order to disconnect, you must be an admin user.

How to remove the Freshdesk chat app

  1. Log in with your Zoom account to access the Zoom App Marketplace.

  2. Click on the Manage button at the top of the page, which can be found in the right corner.

  3. Select the Added Apps option from the navigation menu at the top of the page.

  4. Click on the Remove button next to Freshdesk.

  5. Click the Remove button to confirm that you wish to remove the item.

Zoom Support can provide you with additional assistance if you need it.

Data security

  • Using this app, you will be able to access the following Zoom information:

    • Under your Zoom account, you will be able to view the channels that the Zoom user has subscribed to.

    • The Zoom account allows you to view the details of existing meetings for a Zoom user.

    • The Zoom account provides access to all information about a Zoom user.

  • Zoom allows the following permissions for this chat app to operate:

    • If your Zoom account has an IM channel or users under the Zoom account, you can send a chat message to them.

    • Using your Zoom account, you have the ability to create Zoom meetings for any Zoom user that you are associated with.

  • There are several types of information that this app can access on Freshdesk, including:

    • Freshdesk read data at the admin level.

    • Data Accessed: From Ticket’s endpoint, WebHooks will return a full response.

    • Data Displayed: This ticket contains the following information: ticket ID, status, priority, and agent name).

    • Data stored in DB: ApiKey, Domain.

    • A complete webhook, along with a complete response from Freshdesk’s endpoints for tickets, is sent by Freshdesk to the app.

  • The Freshdesk chat app is allowed to access the following Freshdesk permissions:

    • Freshdesk API Key scopes: selected by the user.

  • Zoom/Freshdesk and this chat application communicate in a secure manner as follows:

    • Protocol: TLS 1.2 enforced

    • Cipher suite: ECDHE-ECDSA-AES128-GCM-SHA256

    • Key length: 128 bits

    • Perfect Forward secrecy: YES

  • The following information will be stored in an encrypted database as part of this chat app:

    • Credentials for Zoom OAuth access and Freshdesk API key at the administrator level.

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