Guide to Configuring Freshdesk for Solve Email

Freshdesk is cloud-based customer service software that provides everything you need to deliver exceptional support. It focuses on cross-functional team collaboration, and its omnichannel engine streamlines customer conversations across multiple channels, including email, phone, chat, and social media. On the other hand, Solve Email's core use case is to deflect as many incoming cases as possible by responding to the customer with the correct email template or knowledge base article. This guide contains instructions for configuring Freshdesk for Solve Email 2.0.

Step 1: Pre-requisite

To set up Solve email 2.0 for Freshdesk, your Freshdesk instance should be connected to Forethought on the Integrations page. If you haven’t set up Freshdesk in your Forethought dashboard, see Freshdesk Initial Setup Guide.

Step 2: Triggers and Webhooks

This step ensures that Forethought is notified when an email ticket is created and allows Forethought to respond to it.

• Add Forethought Automation
  • Go to your Freshdesk instance > Admin > Workflows > Automation.
    • Rule name: Forethought ticket creation
    • HTTP request method: POST
    • When Ticket is created, if Status is Open
    • Trigger webhook
      • URL: https://app.forethought.ai/freshdesk/ticket-created 
      • Custom headers using API token from Product.SOLVE_EMAIL.

      • {
        "Authorization": "Bearer api_token"
        }

      • Content: Ticket ID {{ticket.id}}

Step 3: Create and customize an email response

To create and customize an email response, see the following articles:

1. How to create a response in Solve Email?
2. How to add text to an email response in Solve Email?
3. How to add buttons to an email response in Solve Email?
4. How to add images to an email response in Solve Email?
5. How to add feedback to an email response in Solve Email?
6. Solve Email supports HTML and CSS (Beta)
7. How to add static articles to an email response in Solve Email?
8. How to add a dynamic article to an email response in Solve Email?
9. How to add a response to Solve Email Journey Map?
10. How to preview email responses in Solve Email?

Step 4: Publish your workflow

Default Context Variables

• Some default Context Variables will be defined and can be utilized as input in actions, conditions, or responses right away.
  
  • $Email: Email of the user requesting the ticket
  • $Full Name: Name of the Freshdesk user requesting the ticket
  • $First Name: Inferred based on the $Full Name. It’s mapped from the first word of $Full Name.
  • $Ticket ID: ID of the incoming tickets
  • $Ticket Tags: Freshdesk tags associated with the tickets

Mapping Custom Fields to Context Variables

In the context variable configuration interface, we can now map Freshdesk custom fields to context variables as follows: