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FreshDesk

freshdesk

Version: 1.1
Updated: Jun 30, 2023

Interact with FreshDesk contacts and tickets.

Actions​

  • Get All Agents (Enrichment) - Gather a list of all available agents.
  • List Canned Response Folders (Enrichment) - Gather a list of canned response folders.
  • Get Canned Response In Folder (Enrichment) - Gather information from a specific canned response folder.
  • Get All Contacts (Enrichment) - Gather a list of all available contacts.
  • Get Groups (Enrichment) - Gather a list of all available groups.
  • Get Ticket Conversations (Enrichment) - Get a specific ticket conversation.
  • View Ticket (Enrichment) - View details of a specific ticket.
  • Get All Tickets (Enrichment) - Get all tickets.
  • Add Reply (Containment) - Add a replay to an existing conversation.
  • Create Note (Containment) - Create a new note.
  • Create Ticket On FreshDesk (Containment) - Create a new ticket in FreshDesk.
  • Create Ticket With Attachment (Containment) - Create a new ticket with an attachment.
  • Delete Ticket (Containment) - Delete an existing ticket.
  • Update Ticket On FreshDesk (Containment) - Update a specific ticket in FreshDesk.

Configure FreshDesk in Automation Service and Cloud SOAR​

Before you can use the integration, you must configure it so that the vendor can communicate with Sumo Logic. For general guidance, see Configure Authentication for Integrations.

  1. Access App Central and install the integration.
  2. Select the installed integration in the Integrations page.
    Classic UI. In the main Sumo Logic menu, select Automation and then select Integrations in the left nav bar.
    New UI. In the main Sumo Logic menu, select Automation > Integrations. You can also click the Go To... menu at the top of the screen and select Integrations.
  3. Select the integration.
  4. Hover over the resource name and click the Edit button that appears.
    Edit a resource
  5. In the Add Resource dialog, enter the authentication needed by the resource. When done, click TEST to test the configuration, and click SAVE to save the configuration.

For information about FreshDesk, see FreshDesk documentation.

Change Log​

  • March 20, 2020 - First upload
  • April 21, 2022 - New logo
  • June 30, 2023 (v1.1) - Updated the integration with Environmental Variables
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