Description

A special SurveyCTO plugin designed for teletrainers. Now, they can easily make Freshdesk tickets for patient questions right within SurveyCTO. No extra steps of opening Freshdesk separately needed.

Freshdesk is a powerful and intuitive cloud-based ticketing system that enables companies to streamline customer support, automate workflows, and deliver personalized service through a unified platform

Required parameters

Key	Value
patientName	This is the name of the patient who has raised a query with the teletrainer
phoneNumber	This is the phone number of the user who has raised a query
patientQuery	This is query raised by the user which needs to be escalated to doctors for resolution
agentEmail	This is the email address of the Teletrainer who used the SurveyCTO plugin to raise the query on Freshdesk. It should match the email address they used to sign up for an agent account on Freshdesk.
projectId	This will be the project name attribute on the Freshdesk Ticket
familyConnectedOnWa	This will be a Yes/No question used to inform the medical executive whether the user wants the answer to their query on WhatsApp or not.
language	This specifies the language preference of the user, this will be used to send the answer back on Whatsapp.
apiToken	This is the authentication token required by the API endpoint.
apiUrl	This is the URL of the API endpoint that will be invoked to create a ticket on Freshdesk.
fdUrl	This is the URL of our Freshdesk workspace, which will be used to populate this field with a link to the ticket on Freshdesk.
callName	This will contain the name of the form used to create the ticket on Freshdesk, providing context about the query for the Freshdesk ticket.
countryName	This will contain the name of the country the ticket needs to be assigned such as India, Bangladesh etc.

Testing the Plugin

To test this plugin, follow these steps:

1. Download the Test Form

Download the test form from the extras/test-form/ directory in this repository. The test form file is fd-plugin-demo.xlsx.

2. Upload the Test Form to SurveyCTO

Follow the guide at Working with spreadsheet form definitions to upload the test form to your SurveyCTO server.

3. Download and Upload the Plugin

• Download the plugin file (fd-ticket.fieldplugin.zip) from the download link above

  Note: Ensure the file name doesn’t contain any trailing numbers like (1), (2) which are automatically added by your system if you already have the plugin downloaded. Remove these and ensure the file name follows the format: fd-ticket.fieldplugin.zip

• Follow the guide at Using field plug-ins to attach the plugin as an attachment to your form

4. Configure the Plugin

Once the plugin is attached, you can configure it by setting the appearance of the relevant field to custom-fd-ticket and adding the required parameters (see below).

5. Update Configuration for Production

Note: Before using this form in production, you must update the following values in the sample form:

• apiUrl and apiToken: Contact Abhishek to obtain the correct API credentials for your environment
• projectId: Update this value to match your specific project requirements

These values are currently set to placeholder/default values in the test form and need to be configured properly for the plugin to function correctly in production.

More resources

• Test form: Sample FD Plugin Form