Freshdesk Ticket Plugin

Table of Contents

  1. Preview
  2. Description
  3. Download
  4. Testing the Plugin
  5. Configuration
    1. Obtaining API Credentials
    2. Required Parameters
  6. Test Form

Preview

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

Download

Download now

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

Testing the Plugin

For general testing steps, please refer to the Trying Out the Plugins guide.

Configuration

Obtaining API Credentials

Before using this plugin in production, you need to obtain the correct API credentials:

  • apiUrl and apiToken: Contact Abhishek to obtain the correct API credentials for your environment

Note: 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.

Required Parameters

The following parameters need to be configured in your form:

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.

Test Form

Sample FD Plugin Form