{"id":17727,"date":"2016-06-13T09:13:55","date_gmt":"2016-06-13T09:13:55","guid":{"rendered":"http:\/\/apidocs.kore.com\/?post_type=docs&p=2584"},"modified":"2016-06-13T09:13:55","modified_gmt":"2016-06-13T09:13:55","slug":"integrating-with-freshdesk","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-2\/docs\/bots\/bot-store\/adding-bots\/integrating-with-freshdesk\/","title":{"rendered":"Adding a Freshdesk Bot"},"content":{"rendered":"
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Kore.ai provides integration for a built-in Freshdesk<\/em>\u00a0Bot\u00a0that you can use to display\u00a0message notifications and execute tasks directly\u00a0from the\u00a0Kore.ai application. To use the Freshdesk<\/em>\u00a0Bot, you just need to add the Bot to your Kore.ai account, and then configure the settings for the Bot, such as authentication to access Freshdesk<\/em>, and the\u00a0notification messages that you want. This topic describes the FreshDesk<\/em> built-in Bot\u00a0for Kore.ai.\u00a0For more information about other Kore.ai Bots, see\u00a0Adding Bots<\/a>.<\/p>\n

About the Kore.ai Bot for Freshdesk<\/span><\/span><\/h2>\n

\"DIYFreshDeshLogo\"Freshdesk<\/em>\u00a0is\u00a0an online help desk software with multiple channel customer service to support customers across email, phone, chat, web, Twitter and more. This integration enables you to receive ticket updates and perform actions on tickets on Freshdesk<\/em>.<\/p>\n\n\n\n\n
Integration Type<\/strong><\/td>\nWeb Service<\/strong> – Connect to this Bot using a web service integration where Kore.ai polls the service for updates based on a specified interval.<\/td>\n<\/tr>\n
Category<\/strong><\/td>\nCustomer Support<\/strong>\u00a0– This Bot is available in the Kore.ai application in the\u00a0Customer Support\u00a0<\/strong>category.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Configuring Freshdesk\u00a0<\/span><\/span><\/h2>\n

To configure web service tasks, you need to add the Freshdesk<\/em>\u00a0Bot from the Kore.ai Marketplace<\/strong>tab in the Kore.ai application, and then setup the task.
\nTo setup a\u00a0Freshdesk<\/em>\u00a0task, click\u00a0Connect to Freshdesk<\/strong>, enter the Freshdesk<\/em> URL for your company, for example,\u00a0MyCompanyName.freshdesk.com<\/span>, your Freshdesk<\/em>\u00a0account, your password, and then press Enter<\/strong>.
\nAfter you are connected, you can perform tasks for\u00a0Freshdesk<\/em>\u00a0directly from the Kore.ai application and setup message notifications to get notified in the Kore.ai application when an event occurs in\u00a0Freshdesk<\/em>.
\nThe following table describes\u00a0Freshdesk<\/em> tasks that you can integrate with Kore.ai.<\/p>\n\n\n\n\n\n\n\n\n\n\n
TASK<\/strong><\/th>\nTO CONFIGURE THIS TASK…<\/th>\n<\/tr>\n
Create Customer<\/strong><\/td>\nIn the Perform Task<\/strong> dialog,<\/p>\n
    \n
  • enter a Name<\/strong><\/li>\n
  • and then optionally enter a Description<\/strong>.<\/li>\n<\/ul>\n

    In a space room, you can enter the\u00a0@freshdesk newcust<\/span>\u00a0Bot<\/strong> command to invoke and configure this task.<\/td>\n<\/tr>\n

Assign a Ticket<\/strong><\/td>\nIn the Perform Task<\/strong> dialog,<\/p>\n
    \n
  • select a Ticket<\/strong><\/li>\n
  • and then search for\u00a0an Agent<\/strong>.<\/li>\n<\/ul>\n

    In a space room, you can enter the\u00a0@freshdesk assigntkt<\/span>\u00a0Bot<\/strong> command to invoke and configure this task.<\/td>\n<\/tr>\n

Create\u00a0Ticket<\/strong><\/td>\nIn the Perform Task<\/strong> dialog,<\/p>\n
    \n
  • search for a Requester<\/strong><\/li>\n
  • enter a Subject<\/strong><\/li>\n
  • enter a Description<\/strong><\/li>\n
  • select a Priority<\/strong><\/li>\n
  • and then select a Status<\/strong>.<\/li>\n<\/ul>\n

    In a space room, you can enter the\u00a0@freshdesk newtkt<\/span>\u00a0Bot<\/strong> command to invoke and configure this task.<\/td>\n<\/tr>\n

Create\u00a0User<\/strong><\/td>\nIn the Perform Task<\/strong> dialog,<\/p>\n
    \n
  • enter a Name<\/strong><\/li>\n
  • and then enter an\u00a0Email <\/strong>address.<\/li>\n<\/ul>\n

    In a space room, you can enter the\u00a0@freshdesk newuser<\/span>\u00a0Bot<\/strong> command to invoke and configure this task.<\/td>\n<\/tr>\n

Update Ticket<\/strong><\/td>\nIn the Perform Task<\/strong> dialog,<\/p>\n
    \n
  • select a Ticket<\/strong><\/li>\n
  • optionally enter a Subject<\/strong><\/li>\n
  • optionally enter a Description\u00a0<\/strong><\/li>\n
  • optionally select a Priority<\/strong><\/li>\n
  • and then optionally select a Status<\/strong>.<\/li>\n<\/ul>\n

    In a space room, you can enter the\u00a0@freshdesk updatetkt<\/span> \u00a0Bot<\/strong> command to invoke and configure this task.<\/td>\n<\/tr>\n

Add Note to Ticket\u00a0<\/strong><\/td>\nIn the Perform Task<\/strong> dialog,<\/p>\n
    \n
  • select a Ticket<\/strong><\/li>\n
  • enter a Note<\/strong><\/li>\n
  • and then optionally select\u00a0Private<\/strong>.<\/li>\n<\/ul>\n

    In a space room, you can enter the\u00a0@freshdesk addnotetkt<\/span> \u00a0Bot<\/strong> command to invoke and configure this task.<\/td>\n<\/tr>\n

Make Agent<\/strong><\/td>\n\u00a0In the Perform Task<\/strong> dialog, search for a\u00a0User<\/strong>.
\nIn a space room, you can enter the\u00a0@freshdesk makeagent<\/span>\u00a0Bot<\/strong> command to invoke and configure this task.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

You can setup message notifications to your Kore.ai account using a Freshdesk<\/em>\u00a0web service. To configure the\u00a0Ticket Updates<\/strong>\u00a0message notification,\u00a0click\u00a0\"\", click Get notified when…<\/strong>, and then in the\u00a0Setup Task<\/strong> dialog:<\/p>\n

    \n
  • optionally customize the Task Name\u00a0<\/strong><\/li>\n
  • optionally customize the Short Description<\/strong><\/li>\n
  • enable or disable Mute task notifications<\/strong><\/li>\n
  • optionally customize the interval for message notifications in the\u00a0Check for updates<\/strong>\u2026 section<\/li>\n<\/ul>\n

    Next Steps<\/span><\/em><\/span><\/h2>\n

    After Freshdesk<\/em>\u00a0is configured as web service, when any of the events occur in Freshdesk<\/em>, a message is displayed on the Bots<\/strong> tab in the Messages<\/strong> section for the Kore.ai account.<\/p>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n

    <\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"Kore.ai provides integration for a built-in Freshdesk\u00a0Bot\u00a0that you can use to display\u00a0message notifications and execute tasks directly\u00a0from the\u00a0Kore.ai application. To use the Freshdesk\u00a0Bot, you just need to add the Bot to your Kore.ai account, and then configure the settings for the Bot, such as authentication to access Freshdesk, and the\u00a0notification messages that you want. This...","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[176],"tags":[],"class_list":["post-17727","post","type-post","status-publish","format-standard","hentry","category-adding-bots"],"_links":{"self":[{"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/posts\/17727","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/comments?post=17727"}],"version-history":[{"count":0,"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/posts\/17727\/revisions"}],"wp:attachment":[{"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/media?parent=17727"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/categories?post=17727"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/tags?post=17727"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}