8x8 Connect

Welcome to the 8x8 CPaaS developer portal.
In this portal, you will find API references and guides describing how you can integrate our communication services and products into your workflows.

To get started, sign-up on 8x8 Connect to create your account and get your API key.

Freshdesk

Freshdesk is a customer support software providing automated helpdesk support for companies to effectively manage their customer care and support.

By integrating 8x8 Chat Apps product into FreshDesk Support you get the best of both products, a simple and unique Chat Apps API with no deployment needed, as well as the best customer service front end, with advanced configurations available.

Use cases

  • Receive and send Chat Apps message for FreshDesk support.
  • Automate assigning of Chat Apps messages triggered based on status changes.

Product scope

  • 8x8 Chat Apps Account
  • FreshDesk (Blossom plan or higher)

What you'll need

  • A 8x8 Connect account with Chat Apps enabled
  • Your FreshDesk Support account: This integration is based on automation features, these are only available for the Blossom plan (or higher)

Creating your Chat Apps integration with Freshdesk Support's automation feature

1. Let’s setup the first Automation, go to Settings, then Automations (under Productivity)

2. Under Ticket Updates, let’s create a new rule called "ChatApps new public comment"

3. Let’s configure the following fields:

https://chatapps.8x8.com/webhook/{ChannelType}/{ChanelId}?accessKey=JlZjo2MzI2LE5hbWU6VKG5J39FA55iTgXAbMwSAx51yTOOEZJkm0YqC7kIAR01
{ChannelType} can be whatsapp, viber, zalo...
{ChanelId} will be sent to you by 8x8
Your JSON content should be

{ 
"event": "AgentComment", 
"ticketId": "{{ticket.id}}"
}

4. Under Ticket Updates again, let’s create another rule called ChatApps status changed

5. Let’s configure the following fields:

URL is the same as the above

Your JSON now should be

{
"event": "StatusChanged", 
"ticketId": "{{ticket.id}}", 
"ticketStatus": "{{ticket.status}}"
}

6. Once this is done, you will need to send to 8x8 the following information:

  • URL, the path to customer Freshdesk API:https://{YOUR_SUBDOMAIN}.freshdesk.com/api/v2
  • ApiToken, your Freshdesk ApiToken, of an admin user.
  • TicketTag, which will be added to tickets created by 8x8 (Chat Apps, for instance)
  • DefaultTicketSubject, ticket subject which will be used for a new ticket starting from an image

Updated about a month ago


Freshdesk


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