{"id":54823,"date":"2023-02-27T07:18:52","date_gmt":"2023-02-27T07:18:52","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-1\/?p=54823"},"modified":"2023-03-09T15:41:55","modified_gmt":"2023-03-09T15:41:55","slug":"configuring-the-freshdesk-action","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-freshdesk-action\/","title":{"rendered":"Configuring the Freshdesk Action"},"content":{"rendered":"<p>The XO Platform lets you easily connect the Freshdesk integration to create, view, update, search and delete tickets. Click the <a href=\"https:\/\/www.freshworks.com\/freshdesk\/\">Freshdesk<\/a> link to learn more. <\/p>\n<p>This article explains how to authorize and enable the <strong>Freshdesk<\/strong> action and install the pre-built templates.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Authorizations_Supported\">Authorizations Supported<\/span><\/h2>\n<p>The Kore.ai XO Platform supports basic authentication to allow Freshdesk integration to exchange data. For more information, read the <a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/advanced-topics\/authorization\/bot-authentication\/\">Bot Authorization Overview<\/a> article.<\/p>\n<p>The Kore.ai XO Platform supports the following authorization types for the Freshdesk integration:<\/p>\n<ul>\n<li><strong>Pre-Authorize the Integration<\/strong> &#8211; To make the integration process smoother for developers and customers, you can pre-authorize it by providing the necessary authorization credentials to obtain the access token.\n<\/li>\n<li><strong>Allow Users to Authorize the Integration<\/strong> &#8211; This method requires the end user to provide credentials during the conversation for authorization. This authorization process involves requesting permission for Kore.ai&#8217;s Freshdesk app to access an access token at runtime. To learn more about Freshdesk account types, see <a href=\"https:\/\/www.freshworks.com\/freshdesk\/resources\/\">Freshdesk Documentation<\/a>. <\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Step_1_Enable_the_Freshdesk_Action\">Step 1: Enable the Freshdesk Action<\/span><\/h2>\n<p><strong>Prerequisites<\/strong>:<\/p>\n<p>Before enabling the Freshdesk action, complete the following prerequisites:<\/p>\n<ul>\n<li>If you don\u2019t have Freshdesk account credentials, create a developer account in Freshdesk and note down login credentials. Use the <a href=\"https:\/\/www.freshworks.com\/freshdesk\/resources\/\">Freshdesk Documentation<\/a> for more information.<\/li>\n<li>Copy the API Key and Domain name of your Freshdesk account and keep them for future use to enable the integration.<\/li>\n<\/ul>\n<p>Steps to enable the Freshdesk action:<\/p>\n<ol>\n<li>Go to <strong>Build > Integrations > Actions<\/strong>.<\/li>\n<li>Once you click the <strong>Actions<\/strong> menu, all integrations are shown in the <strong>Available<\/strong> region. Select the <strong>Freshdesk<\/strong> action. <br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227072604\/freshdesk_action.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1919\" height=\"783\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227072604\/freshdesk_action.png\" alt=\"\"  class=\"alignnone size-medium wp-image-54826\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227072604\/freshdesk_action.png 1919w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227072604\/freshdesk_action-300x122.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227072604\/freshdesk_action-1024x418.png 1024w\" sizes=\"auto, (max-width: 1919px) 100vw, 1919px\" \/><\/a><\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Pre-authorize_the_Integration\">Pre-authorize the Integration<\/span><\/h3>\n<p><strong>Basic Auth<\/strong><br \/>You can authorize the integration using your credentials. The developer authorization lets you authorize the integration with preconfigured Kore.ai\u2019s app with the <strong>Basic Auth<\/strong> option.<\/p>\n<p>Steps to authorize a Freshdesk action using developer credentials:<\/p>\n<ol>\n<li>Go to <strong>Build > Integrations > Actions<\/strong>.<\/li>\n<li>Select the <strong>Freshdesk<\/strong> action in the Available Actions region.<\/li>\n<li>In the <strong>Configurations<\/strong> dialog, select the <strong>Authorization<\/strong> tab.<\/li>\n<li>Enter the following details:\n<ul>\n<li><strong>Authorization Type<\/strong> &#8211; Select the <strong>Pre-authorize the Integration<\/strong> option, and then select the <strong>Basic Auth<\/strong> option.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227074128\/freshdesk_action1.png\"><img loading=\"lazy\" decoding=\"async\" width=\"798\" height=\"853\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227074128\/freshdesk_action1.png\" alt=\"\"  class=\"alignnone size-medium wp-image-54830\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227074128\/freshdesk_action1.png 798w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227074128\/freshdesk_action1-281x300.png 281w\" sizes=\"auto, (max-width: 798px) 100vw, 798px\" \/><\/a><\/li>\n<li><strong>User Sub Domain<\/strong> &#8211; The domain name of the Freshdesk account.<\/li>\n<li><strong>API Key<\/strong> &#8211; The secret API key of your Freshdesk account.<\/li>\n<\/ul>\n<\/li>\n<li>Click <strong>Enable<\/strong>. When you configure the action for the first time, the Integration Successful  pop-up is displayed.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227074810\/freshdesk_action6.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1916\" height=\"645\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227074810\/freshdesk_action6.png\" alt=\"\" class=\"alignnone size-medium wp-image-54833\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227074810\/freshdesk_action6.png 1916w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227074810\/freshdesk_action6-300x101.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227074810\/freshdesk_action6-1024x345.png 1024w\" sizes=\"auto, (max-width: 1916px) 100vw, 1916px\" \/><\/a><br \/><strong>Note<\/strong>: The Freshdesk action is moved from Available to Configured region.\n<\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Allow_End_User_to_Authorize\">Allow End User to Authorize<\/span><\/h3>\n<p>You can authorize the integration at a user level with their login credentials. The user authorization process involves requesting permission for Kore.ai\u2019s Freshdesk app to access an access token at runtime. You can also use the basic auth profile to let a user configure the integration at runtime.<\/p>\n<p>Steps to authorize a Freshdesk action at a user level:<\/p>\n<ol>\n<li>Go to <strong>Build > Integrations > Actions<\/strong> and select the <strong>Freshdesk<\/strong> action.<\/li>\n<li>In the Configurations dialog, select the <strong>Authorization<\/strong> tab.<\/li>\n<li>Enter the following details:\n<ul>\n<li><strong>Authorization Type<\/strong> &#8211; Select the <strong>Allow Users to Authorize the Integration<\/strong> option, and then select the <strong>Basic Auth<\/strong> option.\n<\/li>\n<li>Create your authorization profile to obtain an access token and use it to complete integration without using Kore.ai&#8217;s Freshdesk app for authorization. To create a profile, click the <strong>Select Authorization<\/strong> drop-down and select the <strong>Create New<\/strong> option.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227075612\/freshdesk_action2.png\"><img loading=\"lazy\" decoding=\"async\" width=\"797\" height=\"850\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227075612\/freshdesk_action2.png\" alt=\"\" class=\"alignnone size-medium wp-image-54839\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227075612\/freshdesk_action2.png 797w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227075612\/freshdesk_action2-281x300.png 281w\" sizes=\"auto, (max-width: 797px) 100vw, 797px\" \/><\/a><\/li>\n<li>Select the type of authorization mechanism. For example, select the <strong>Basic Auth<\/strong> option. To create Basic Auth profiles, see <a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/advanced-topics\/authorization\/bot-authentication\/\">Bot Authorization Overview<\/a>.<\/li>\n<li>Enter the following authentication credentials for the Basic Auth mechanism:\n<ul>\n<li><em>Name<\/em> &#8211; Enter the name for the Basic Auth profile.<\/li>\n<li>Select <em>No <\/em>for the tenancy URLs option.<\/li>\n<li><em>Base URL<\/em> &#8211; Enter the base tenant URL for the Freshdesk instance.<\/li>\n<li><em>Authorization Check URL<\/em> &#8211; Enter the authorization check URL for your Freshdesk instance.<\/li>\n<li><em>Description<\/em> &#8211; Enter the description of the basic authentication profile.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227075229\/freshdesk_action3.png\"><img loading=\"lazy\" decoding=\"async\" width=\"998\" height=\"915\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227075229\/freshdesk_action3.png\" alt=\"\" class=\"alignnone size-medium wp-image-54836\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227075229\/freshdesk_action3.png 998w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227075229\/freshdesk_action3-300x275.png 300w\" sizes=\"auto, (max-width: 998px) 100vw, 998px\" \/><\/a><\/li>\n<li>Click <strong>Save Auth<\/strong> to save the authorization profile.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227075818\/freshdesk_action4.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"907\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227075818\/freshdesk_action4.png\" alt=\"\" class=\"alignnone size-medium wp-image-54842\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227075818\/freshdesk_action4.png 1000w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227075818\/freshdesk_action4-300x272.png 300w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/a><\/li>\n<li>Select the new <strong>Authorization Profile<\/strong>, which you created to complete integration.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>Click <strong>Enable<\/strong>. When you configure the action for the first time, the <strong>Integration Successful<\/strong> pop-up is displayed.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080011\/freshdesk_action5.png\"><img loading=\"lazy\" decoding=\"async\" width=\"798\" height=\"850\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080011\/freshdesk_action5.png\" alt=\"\" class=\"alignnone size-medium wp-image-54845\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080011\/freshdesk_action5.png 798w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080011\/freshdesk_action5-282x300.png 282w\" sizes=\"auto, (max-width: 798px) 100vw, 798px\" \/><\/a>\n<\/li>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"Step_2_Install_the_Freshdesk_Action_Templates\">Step 2: Install the Freshdesk Action Templates<\/span><\/h2>\n<p>Once you have configured a Freshdesk integration, you can explore and install action templates.<\/p>\n<p>Steps to install action templates:<\/p>\n<ol>\n<li>On the Integration Successful dialog, click the <strong>Explore Templates<\/strong> button to view the templates.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227074810\/freshdesk_action6.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1916\" height=\"645\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227074810\/freshdesk_action6.png\" alt=\"\" class=\"alignnone size-medium wp-image-54833\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227074810\/freshdesk_action6.png 1916w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227074810\/freshdesk_action6-300x101.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227074810\/freshdesk_action6-1024x345.png 1024w\" sizes=\"auto, (max-width: 1916px) 100vw, 1916px\" \/><\/a><\/li>\n<li>In the Integration Templates dialog, click the <strong>Install<\/strong> button to begin the installation.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080758\/freshdesk_action8.png\"><img loading=\"lazy\" decoding=\"async\" width=\"591\" height=\"722\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080758\/freshdesk_action8.png\" alt=\"\"  class=\"alignnone size-medium wp-image-54852\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080758\/freshdesk_action8.png 591w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080758\/freshdesk_action8-246x300.png 246w\" sizes=\"auto, (max-width: 591px) 100vw, 591px\" \/><\/a><\/li>\n<li>Once the template is installed, click the <strong>Go to Dialog<\/strong> button to view the dialog task.<\/li>\n<li>Once all templates are installed, a dialog task for each template is auto-created.<\/li>\n<li>Select the desired dialog task from the templates and click <strong>Proceed<\/strong>. For example, select the <strong>Create a Ticket<\/strong> task.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080547\/freshdesk_action7.png\"><img loading=\"lazy\" decoding=\"async\" width=\"797\" height=\"900\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080547\/freshdesk_action7.png\" alt=\"\" class=\"alignnone size-medium wp-image-54849\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080547\/freshdesk_action7.png 797w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080547\/freshdesk_action7-266x300.png 266w\" sizes=\"auto, (max-width: 797px) 100vw, 797px\" \/><\/a><\/li>\n<li>Once you click Proceed, the dialog task is auto-created, and the canvas opens with all required entity nodes, service nodes, and message scripts.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080904\/freshdesk_action9.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1919\" height=\"829\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080904\/freshdesk_action9.png\" alt=\"\" class=\"alignnone size-medium wp-image-54855\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080904\/freshdesk_action9.png 1919w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080904\/freshdesk_action9-300x130.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230227080904\/freshdesk_action9-1024x442.png 1024w\" sizes=\"auto, (max-width: 1919px) 100vw, 1919px\" \/><\/a><\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>The XO Platform lets you easily connect the Freshdesk integration to create, view, update, search and delete tickets. Click the Freshdesk link to learn more. This article explains how to authorize and enable the Freshdesk action and install the pre-built templates. Authorizations Supported The Kore.ai XO Platform supports basic authentication to allow Freshdesk integration to&#8230;<\/p>\n","protected":false},"author":17,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[201],"tags":[],"class_list":["post-54823","post","type-post","status-publish","format-standard","hentry","category-integrations"],"_links":{"self":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/54823","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/comments?post=54823"}],"version-history":[{"count":9,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/54823\/revisions"}],"predecessor-version":[{"id":55799,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/54823\/revisions\/55799"}],"wp:attachment":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/media?parent=54823"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/categories?post=54823"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/tags?post=54823"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}