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Freshdesk For WHMCS

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Contents

About Freshdesk For WHMCS

Freshdesk For WHMCS grants your customers the access to a complex support system solution in your own WHMCS.

With our module your clients will become authorized to manage Freshdesk tickets as if they were an integral part of your system.
Freshdesk awards you with a possibility to easily manage all the tickets controlled within a support system fully synchronized with your Freshdesk account.

  • Client Area Features:
✔ View Freshdesk Departments
✔ Open New Ticket
✔ Manage Existing Tickets
✔ Fill Out Freshdesk Ticket Fields
✔ Assign Owned Service To Ticket
✔ Attach Files To Ticket
✔ List Recent Ticket
  • Admin Area Features:
✔ Configure And Test Server Connection
✔ Toggle SSL Verification
✔ Define Available Support Departments
✔ Manually Export to Freshdesk:
✔ WHMCS Clients
✔ WHMCS Tickets
✔ Define Module Behavior
✔ Show Solved Tickets
✔ Update Client Credentials
✔ Define Replies Order
✔ Define Client Service Field
✔ Define Ticket Status Colors
✔ View Logs
  • Integration:
✔ Automatically Export To Freshdesk:
✔ New Tickets
✔ Clients On Tickets Creation
✔ Synchronize Ticket Responses Between WHMCS And Freshdesk
✔ Transfer Ticket Fields Settings
  • General Info:
✔ Custom Templates Support
✔ Multi-Language Support
✔ Supports PHP 5.6 Up To PHP 7.2
✔ Supports WHMCS Template Six
✔ Supports WHMCS V7.2 And Later

Installation and Configuration

This tutorial will show you how to successfully install and configure Freshdesk For WHMCS.

We will guide you step by step through the whole installation and configuration process.

Installation

1. Log in to our client area and download the module.
NF 1.png
2. In the downloaded file you will find two packages that support different PHP versions.
As presented on the screen below, the first one is dedicated to PHP 5.6 up to PHP 7.0, while the second one is aimed at PHP 7.1 up to PHP 7.2.
It does not apply to open source versions.

Note: You can check the current PHP version in your WHMCS. To do so, proceed to 'Utilities' › 'System' › 'PHP Info'.

PHP56 72.png
3. Extract the downloaded file and choose the one with the right PHP version. Upload and extract the PHP file into the main WHMCS directory.

The content of PHP version files should look like this.

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4. In order to configure your license key, you have to edit the previously renamed 'license.php' file.

Enter your license key between quotation marks as presented on the following screen. You can find your license key in our client area → 'My Products'.

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5. Now, set up the 'storage' folder as recursively writable.

This folder is available at 'your_whmcs/modules/addons/Freshdesk/' .

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Activation

6. Now, you have to activate the module in your WHMCS system.

Log in to your WHMCS admin area and proceed to 'Setup' 'Addon Modules'.
Afterward, find 'Freshdesk' and press the 'Activate' button.

NF2 5.png
7. In the next step you need to permit access to this module.

To do so, click on the 'Configure' button, tick checkboxes to assign desired admin roles.

NF2 6.png
8. You have just successfully installed Freshdesk For WHMCS!

Configuration

Now you have to configure your newly installed module.

Before we proceed to the configuration itself, you have to log in to your Freshdesk account to find your API details.

API Connection

Firstly, log in to your Support Portal in order to find API details.
NF2 8.png
Click on your profile picture that is in the top right corner of the page and go to the 'Profile settings' section.
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You can find your API key below the 'Change Password' section, on the right side of the page.

Use existing key or reset it to generate a new one. Copy an active API key.
IMPORTANT: Copy and keep your API key in a safe place. You will need it in a moment to complete the configuration of the module.

NF2 91.png

Server Configuration

Now, that you have safely stored your API, you may move to the second part of configuration.

Proceed to 'Addons' → 'Freshdesk' → 'Server Configuration', here you have to enter any data required to connect your WHMCS with the Freshdesk server.

NF2 13.png
Enter your Freshdesk details:
  • Account Name - this is your subdomain e.g. in https://mycompany.freshdesk.com account name will be mycompany
  • API Key - API key found in the previous steps
  • Administrator Username - the admin's email used to log in to your Freshdesk account
  • Administrator Password - the admin's password used to log in to your Freshdesk account
  • Disable SSL - check this box if you want to turn off the SSL certificate verification

Finally, save changes and test the connection.

NF2 14.png
Finally, move to 'Setup' → 'General Settings' → 'Support'.

There choose the 'Freshdesk' support module from a dropdown menu and save changes.
From now on, your clients will see Freshdesk tickets and departments (not WHMCS).

NF2 6 1.png
Good job! Now your WHMCS is connected with the Freshdesk support system.

Management

Once Freshdesk For WHMCS is installed and the connection is configured, you can create/update your ticket departments and begin using them.

Each ticket department you create in Freshdesk will be available for your customers in WHMCS client area.

Settings

WHMCS

Before you start your actual work on support tickets with Freshdesk For WHMCS, move again to 'Addons' → 'Freshdesk' → 'Ticket Settings'.

This section of the addon allows an easy and comfortable management of the way tickets are displayed in your client area, their visibility, sorting etc.

NF2 15.png
In the first box 'Options', you may enable some basic settings that will be applied to tickets view in the client area.
Let's now discuss their functionality in details:
  • Default Department - select a default department for exported tickets
  • Allowed Departments - select which of your departments from Freshdesk shall be available in WHMCS ticket system
  • Show Solved Tickets - if you enable this option, all tickets no matter what status they have will be displayed on the list of the latest tickets (e.g. open/new/solved/closed tickets etc.)
  • Replies Descending Order - enable this option and ticket replies will be sorted by date in descending order when viewing a ticket
  • Template Name - optional, select only in case you wish to use a custom template
  • Client Services - choose the field (created in Freshdesk), responsible for displaying all client's products and domains (click here for more information)
  • Update Client Credentials - if a client's email is updated in WHMCS, it will be updated in Freshdesk accordingly (name is also updated but only if the email is changed)
NF2 16.png
Under the 'Options' box you will find a section where you can assign some colors to a specific ticket status.

Click on the field to choose a color from the palette of colors or type in the number of the color you like.
Tickets of each status will be marked with selected colors on homage.

Remember to save the changes if you make any in ticket settings.

NF2 17.png
Tickets of each status are now marked with the selected colors on homepage.
NF2 18.png

Freshdesk Service Field

You can also manage ticket fields, by adding fully editable Custom Fields that are available in WHMCS on a new ticket form, directly in Freshdesk.

Move to 'Freshdesk' → 'Admin' → 'General Settings' → 'Ticket Fields'. On this site you can edit or add new custom fields in order to collect the data you need from the customer when they submit a ticket.
Choose Single Line Text from 'Drag & Drop Field' to add your new ticket field.

NF2 19 1.png
For test purposes we adjusted the 'Client Service' field according to our needs.

Make sure to leave the 'Required when submitting the form' box unchecked to keep this field optional for the clients trying to open a new ticket.

NF2 19.png
Once you have created your new field, you need to select it in the 'Ticket Settings' section of Freshdesk.

Do not forget to save settings.

NF2 1769.png
As you can see on the screen below, a new field, which may help to draw the Administrator's attention to a specific client's service appeared in WHMCS client area.

Edit/add ticket fields to adjust the ticket form perfectly to your needs.

NF2 20.png

Export

Our module allows to export data gathered in your WHMCS, more specifically, all the users and tickets generated before the installation of the product.

Read the below points to learn what data can be synchronized with Freshdesk and what are the possible means of such synchronizations.

Users

The first option offered by our module is the export of users from WHMCS to Freshdesk, proceed to 'Users Export' .

You will see here a list of all users who exist in your WHMCS and have not been synchronized with Freshdesk yet.

NF 19.png
Now, you can manually export all of the users available on the list or choose only some of them.
Check boxes next to the users you are going to export and press the 'Export' button, marked with the red arrow on the screen.

You can always check the status of the exported clients.

NF D20.png
After confirming your choice, the selected user should be exported from WHMCS to Freshdesk, their 'Status' field will become modified as well.
All users newly added to WHMCS will be automatically synchronized with Freshdesk.

NF D120.png

Tickets

The next option offered by our module is the export of tickets from WHMCS to Freshdesk, proceed to 'Tickets Export'.
You will see here a list of all tickets which exist in your WHMCS and have not been synchronized with Freshdesk yet.
NF 23.png
Now, you can manually export all of the tickets available on the list or choose only some of them.
Check boxes next to the tickets you are going to export and press the 'Export' button as marked on the screen.
NF 24.png
If a ticket has already been exported from WHMCS to Freshdesk, they will have a different Freshesk Status visible on the list.
All tickets newly created to WHMCS will be automatically synchronized with Freshdesk.

NF 25.png

Support Tickets

Move to your client area. There, on your homepage, is the 'Recent Support Tickets' box.

You will find the latest tickets available in your system. The visible tickets are marked with colors related to their current status.

NF2 21.png
Now, we will create a ticket message to show the flow. Just like in case of a standard WHMCS support ticket, choose a department, fill out the form and submit the ticket.
NF2 22.png
A new ticket, sent with Freshdesk For WHMCS module, is immediately visible in Freshdesk admin area.
NF2 23.png
Do not hesitate and send a reply to this ticket.
NF2 24.png
Client has received an answer. Note that the ticket status has been updated as well.
NF2 25.png

Logs

All module activities are recorded in 'Logs' .

Note: You might have no visible logs here if there are no logged actions yet.

NF3 12 2.png
In case you no longer wish to see a particular log you can easily remove it.
Select a particular entry and click on the bin icon as presented on the screen below .
NF3 12 3.png
In order to delete multiple logs at the same time you can simply take advantage of the 'Mass Remove Action'.
NF3 12 14.png

Tips

1. If you create a custom field in Freshdesk, it will be also visible in WHMCS. Custom fields need to be enabled/visible/editable by the client.
2. In case you wish to use a custom template, do not forget to place its files in the following directory:
/modules/addons/Freshdesk/templates/client/default/pages/submodule/yourCustomTemplateName/

Update Instructions

Essential guidance through the process of updating the module is offered here.

While moving from the 1.0.0 version of Freshdesk, note that no data can be migrated, so the module needs to be configured from scratch.
It is also advised to deactivate the older version of the addon before installing the latest one. Do not forget to reactivate it once this procedure is finished.
However, when the module becomes successfully reconfigured, the previously submitted tickets should be visible in the client profiles.

Keep in mind there is a quick and easy option in our client area that will let you upgrade the license of your module to an open source version at any time - and at a lower price!
To take advantage of it, simply use the License Upgrade button located on the product's page and a discounted invoice will be generated automatically.

Common Problems

1. When you have problems with connection, check whether your SELinux or firewall does not block ports.
2. In case it is taking too much time for new tickets to appear, keep in mind that the module's cache is set for 5 minutes.
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