Tech Encounters

Freshdesk to Sharepoint with Powershell - Part 1 Sharepoint provides a simple way to create multiple views of data for different purposes using lists. Freshdesk contains our open ticket data with a display that is not always optimal for managing tickets and agents. This set of scripts updates a familiar Sharepoint list with the Freshdesk open ticket information. Sharepoint is used to view and share information in a simple readable form. The list is updated each 5-minutes providing a near real-time view of ticket information. Once setup, the Sharepoint list can be modified to create the simple views of tickets by Customer, by Engineer, By Call Type, By Logged time. Updates to the data are made with a hyperlink back to the actual Freshdesk ticket for updating with new information as needed.   The scripting comes in two parts for simplicity.  Part one downloads all open tickets to a .csv file used for Sharepoint input. Part two updates the Sharepoint list ...

How to UserID by email address in Freshdesk with PowerShell 1. Prep for testing  Update this url with yourdomain to locate a suitable user account and email address.  https://yourdomain.freshdesk.com/api/v2/contacts The output is in .json format but readable enough. 2. The PowerShell  ################################################# # Freshdesk Find Contact by email ################################################# # Find this user $userEmail = "someone@somewhere.com" # Enter FreshDesk Domain $myDomain = "domainname" # API Key $FDApiKey="myapikey" ################################################# # Prep $pair = "$($FDApiKey):$($FDApiKey)" $bytes = [System.Text.Encoding]::ASCII.GetBytes($pair) $base64 = [System.Convert]::ToBase64String($bytes) $basicAuthValue = "Basic $base64" $FDHeaders = @{ Authorization = $basicAuthValue } [Net.ServicePointManager]::SecurityProtocol = [Net.SecurityProtocolType]::TLS12 ...

Freshdesk Powershell Scripts - Get ticket summary Mission get to the current open ticket count into an include file for our board Run this Powershell script as a Scheduled Task every 15-minutes Updates a text file with the current open ticket count from Freshdesk Later we'll pick this file up our our statusboard This is what we're aiming for on our operations monitor Tickets heading up or down using indicator Open tickets differentiated from all tickets Freshdesk Ticket count by Engineer / Agent  # Part one script starts here # API Key $FDApiKey="Enter your API Key Here" ################################################# # Force TLS1.2 as Powershell defaults to TLS 1.0 and Freshdesk will fail connections [Net.ServicePointManager]::SecurityProtocol = [Net.SecurityProtocolType]::TLS12 # Prep $pair = "$($FDApiKey):$($FDApiKey)" $bytes = [System.Text.Encoding]::ASCII.GetBytes($pair) $base64 = [System.Convert...