AnnoucementBlog postFreshdeskFreshserviceSeamless connector

Updates to our Freshworks connectors & templates

Update

Recursyv are delighted to announce updates to our connectors for Freshservice and Freshdesk. A round of recent projects has highlighted some new features in the Freshworks suite. We’ve made updates to the connectors and to the Freshdesk <-> Dynamics sync template to support these.

Updated connectors and templates are immediately available to existing customers at no additional cost.

Freshservice

  • Ticket conversation, i.e. notes added to Tickets over time, have been added to the sync. The sync includes the user ID, ticket ID, note text, note source (e.g. email, note, etc.), note creation date as well as flags to indicate whether the note was generated from an inbound message and whether the note should be internally/externally facing. For the Freshservice <-> Dynamics template, they will be synced in as a custom activity entity so they will appear on the Case timeline.
  • Assets associated with a Ticket have been added to the sync. This overcomes a prior constraint with the API where it was only possible to retrieve one asset associated with a Ticket. For the Freshservice <-> Dynamics template, assets will be synced as a many-to-many relationship with the custom Freshservice Asset entity.

The Freshservice endpoint reference can be found here and includes an updated Freshservice Endpoint Guide (v2, 21/03/19 at the time of publishing) and an updated sync template (v2, 18/03/19 at the time of publishing ).

Freshdesk

  • Freshdesk field “Tags” has been added to the sync for Tickets. A custom field has been added to the Dynamics solution. Within Dynamics, the field has been added to the Quick View view so that users can search by tags on the View.
  • Freshdesk field “Due by”has been added to the sync.
  • Freshdesk field “First response by” has been added to the sync.
  • Within the Freshdesk <-> Dynamics sync template, updates made to the Freshdesk Cases views .
  • Within the Freshdesk <-> Dynamics sync template, “Description text” has been added to the Quick View view so that users can search by terms included in the description.
  • Within the Dynamics form for Contact, added a pair of subgrids which show Tickets where the selected Contact is the Primary Contact on the Ticket.

The Freshdesk endpoint reference can be found here and includes an updated Freshdesk Endpoint Guide (v1.1, 19/03/19 at the time of publishing) and an updated sync template (v2.1, 19/03/19 at the time of publishing ).

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