Plugin for SMS integration with Freshdesk

Send SMS messages through the LabsMobile platform and the Freshdesk plugin. Configure your user to communicate the events you need to a script so you can send SMS notifications from Freshdesk.

Requirements

  • - A user in Freshdesk. More information in freshdesk.com.
  • - A script that receives events from Freshdesk (Webhook) and communicates with the LabsMobile API. More information in API SMS de LabsMobile.
  • - A user account with LabsMobile. Click on the link to create an account: Sign up.

Installation

1. Create or have a script that receives events (Webhook) from Freshdesk and connects to the LabsMobile SMS API. The following section shows an example PHP script that can be customized and modified. This script must be hosted in a web service and thus obtain a URL where it will be publicly accessible.

2. Create a new automation rule. Access the section Administration/Automations/Ticket Updates and click on New rule. You must indicate a rule name and finally Preview and save.

Create Freshdesk Rule

3. Configure the new rule when an Agent answers any ticket.

Configure the Freshdesk rule

4. Add the webhook action with the POST method and entering the URL where the script from step 1 has been published. Finally it is necessary to configure the JSON format and the content with all the variables.

Add webhook action

5. Generate an API token in the Security and passwords section of your LabsMobile account. This API token is the one that will be used as the password in the script credentials along with the username email.

Generate API Token

6. Enable link shortening in the Preferences section of your LabsMobile account. In this way, any ticket link will be shortened to the minimum possible to optimize the characters present in the text of the SMS.

Shorten SMS links

7. Test the SMS integration with Freshdesk when answering any ticket.

SMS sending tests

Sample script

Download the sample PHP script to service the Freshdesk webhook.

In this case, the LabsMobile API is used, in order to notify via SMS when any open ticket is answered or resolved. In this way, it is possible to send SMS with the current status of the ticket and a direct access to consult its content.


Download example script in PHP
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