/ticket-merger

Merges Tickets created by the same requester within a configurable time window. Also adds useful notes on the tickets mentioning the ticket to/from which the merge was done. Requires the Freshdesk API key to make the necessary API calls to add notes, close tickets etc.

Primary LanguageJavaScript

Ticket Merger

Description

Merges Tickets created by the same requester within a configurable time window. Also adds useful notes on the tickets mentioning the ticket to/from which the merge was done. Requires the Freshdesk API key to make the necessary API calls to add notes, close tickets etc.

Screenshots

Features Demonstrated

App location: ticket details page background

Feature Notes
Data storage API Data storage API is used to keep track of tickets and requesters
Request API Request API is used to communicate with Freshdesk to merge tickets using Freshdesk coreAPIs
Product events Specifically onTicketCreate event is used to trigger the app

Prerequisites

  1. Make sure you have a trial Freshdesk account created
  2. A properly configured Development environment along with the FDK (Freshworks Development Kit).

Procedure to run the app

  1. Run the app locally using the fdk run command.
  2. Go to http://localhost:10001/custom_configs in your browser to set up your Freshdesk API key and window duration period.
  3. Go to Freshdesk, navigate to the tickets page and select any ticket
  4. Refer to the Test your app section of the quickstart guide to allow insecure content.
  5. Append ?dev=true to the URL to see the changes

Additional Notes

  • you can get the API key of Freshdesk in following way
    • Log in to your support portal.
    • Click on your profile picture on the top right corner of your portal.
    • Go to Profile settings Page
    • Your API key will be available on the right side above sort conversations.