How to connect your Freshdesk account with Locale

Everything you need to know about connecting your existing Freshdesk ticketing system with your Locale command centre

This article will help you with the steps to integrate your Freshdesk account with Locale so you can start syncing your Locale Incidents automatically as Freshdesk tickets.

What you can do with this integration?

  • Create Freshdesk tickets automatically when an alert is triggered on Locale.
  • Send details of the incident to the assigned Freshdesk user so they can begin resolving it.

Connecting Your Freshdesk Account to Locale

Here are the steps you need to follow to enable this integration.  

Step 1: Creating your Freshdesk Account

Step 2: Generating a Freshdesk API token for Local

Step 3: Integrating your Freshdesk account to Locale

Step 4: Adding Freshdesk actions to your alerts

❇️ If you already have an active Freshdesk account, you can skip Step 1

Jump to Step 2

Step 1: Creating your Freshdesk Account

  • Upon signing up and verifying your email, you will be taken to the Freshdesk home page. Freshdesk will add some sample incidents and data during the first signup.

Step 2: Generating a Freshdesk API token for Locale

⚠️ You need a Freshdesk admin account for completing this step. If you don’t have this role, you can ask an existing admin to complete this step or to give you the support Admin role.

  • To connect your Freshdesk account, you will need to create an API token for Locale. To generate this API token Click on your profile in the top right corner and go to profile settings.
  • On this profile setting page, you can get your API Token. Make a note of this token as we'll need this in the next step.

Step 3: Integrating your Freshdesk account to Locale

  • Now that you have your Freshdesk API token, you can easily integrate with Locale. head over to your Locale account and go to Org Settings → Integrations → Freshdesk, and click Connect.
  • Enter the following details in the pop-up
  1. Your Freshdesk subdomain/ workspace ID
  2. Your admin email address
  3. The API token that you generated.

⚠️ Enter just the  your-subdomain  part and not the entire URL:  #{{your-subdomain}}

  • Click on Test and Finish Setup and (if the entered credentials are valid) you can start adding Freshdesk actions for your alerts!

Step 4: Adding Freshdesk actions to your alerts

To start getting Freshdesk tickets when your alert gets triggered, you need to add a Freshdesk as a notification channel to your alerts.

  • To do this, edit an existing alert or create a new one and configure the details. Once you’re at Step 4 during alert creation (Setup Actions and Notifications for Incidents), you can add your Freshdesk action.
  • Configure the Freshdesk ticket for this alert. You can decide the ticket’s type and priority, its subject and Description, and who it will be assigned to.
  • You can use the query results to populate the subject and the description of the ticket and the ticket can be assigned to any agent.

⚠️ The required fields are the ticket description, subject, and ticket priority, the remaining are optional

  • Once you’ve entered all the details, you can get a feel of how the ticket would look by sending a Test Notification.
  • Save the alert and you’re good to go. Now, every incident created for this alert will also create a Freshdesk ticket. You can also view this ticket from the incidents page!

Happy Alerting 🙌🏻​