# Freshdesk

## Domotz Freshdesk Integration

The Domotz Freshdesk integration enables you to instantly create and update Freshdesk tickets when a specific event occurs on the networks or devices monitored through Domotz. Use the Domotz and Freshdesk integration to provide faster support to your customers for network and device issues.

## How to set-up the Domotz Freshdesk Integration

You can connect your Freshdesk Account into Domotz. Freshdesk will become one of the Contact Channels available when creating a [Shared Alert](https://help.domotz.com/user-guide/shared-alerts-webhooks-ticketing-systems/). This means that you can create or update a Freshsdesk ticket when a specific event occurs in Domotz.

You’ll need:

- Freshdesk Domain Name
- Freshdesk API Key ([how to get it](https://support.freshdesk.com/support/solutions/articles/215517-how-to-find-your-api-key))

Connect FreshDesk Account Interface

1. Enter the FreshDesk API URL in the designated text field, which shows an example URL: "https://mycompany.freshdesk.com".
2. Enter the FreshDesk API KEY in the subsequent password field.
3. Click the "Next" button to proceed, or click "Cancel" to abort the operation.
4. For additional information, refer to the "Domotz Pro User Guide" linked at the bottom.

After the connection with your Freshdesk Account is complete you can decide to map your Domotz Agents onto Freshdesk Companies. In this way everytime a specific Agent generates an alert on the Freshdesk contact channel you’ll receive a ticket on Freshdesk already assigned to a chosen Company. Domotz will create a contact and will use it for all organization that you associate with your ticketing system connection.

**Please note that the Domotz Agent mapping is not mandatory. If no choice is done tickets will arrive anyway, yet with no Company set.**

Mapping Domotz Agents to FreshDesk Companies

1. Review the Domotz Agents List on the left. Each agent's name is displayed with a checkbox next to it.
2. On the right, identify the FreshDesk Company under the title "FreshDesk Company."
3. Use the checkbox to select one or more Domotz Agents. This selection determines which FreshDesk Company will receive support tickets from these agents.
4. If no company is selected for an agent, the ticket will be created without any company association.
5. Use the "Filter by Name" search bar under FreshDesk Company to find specific companies quickly.
6. Click "Close" to exit the mapping interface when finished.

Tickets created on Freshdesk will contain all the needed information. If a device will trigger an alert and an opened ticket for that device is already present in Freshdesk, the new event will be appended to the same ticket.

If you have configured Mandatory Fields in Freshdesk for opening new tickets, you will need to specify the default value once the ticket is created through this Domotz integration. You must assign the default values at the time of the configuration for this integration:

Select FreshDesk Mandatory Field Interface

1. Choose an option from the "Cf_dropdown" menu labeled "FreshDesk mandatory fields."
2. Optionally, check the box next to "Cf_checkbox" if necessary for your process.
3. Enter text into the field labeled "Cf_text," which is a required FreshDesk mandatory field.
4. Select another option from the "Cf_nested_fields" menu, also labeled "FreshDesk mandatory fields."
5. Click the "Connect" button to proceed.

You can also configure Custom Fields in Freshdesk, and require them to be mandatory at the time of ticket creation. In this case, you can use your custom logic which is unique for your own business. More details about creating custom fields in your ticket form [here](https://support.freshdesk.com/support/solutions/articles/37596-creating-custom-fields-in-your-ticket-form).