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Sample Business Scenario for FreshDesk

Owned by Former user (Deleted)
Last updated: Apr 10, 2015
1 min read

You can use the FreshDesk connector to manage the following key use cases in a business scenario:

The following diagram illustrates the steps you need to follow in each of these use cases and the external applications (Nexmo, ActiveCollab, Gmail, SurveyGizmo and Disqus) you could integrate with along the way using the relevant ESB connectors.

Prerequisite

  • Employees should be added as contacts in FreshDesk. 
  • Help Desk Engineers should be tracked as Agents in FreshDesk. 
  • The agents should be the assignees who are responsible for resolving a ticket. 

Environment Setup to Run the FreshDesk Scenarios

  • Follow the instructions given in the developer guide of the above connectors, and enable the ESB axis configurations accordingly.
  • If required, add the corresponding website security certificates to the ESB for these connectors. 
  • Add the following sequences and templates from the Freshdesk-Connector_Home>/freshdesk-integrated-scenarios/src/common directory to the ESB:

    • sequences - faultHandlerSeq.xml,
      removeResponseHeaders.xml

    • templates - sendNotifications.xml,
      responseHandlerTemplate.xml

  • Each scenario folder consists of sub-folders named "Case-xxx". Before executing each case, be sure to read the corresponding use case for that using the links at the top of this page.