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Freshdesk For WHMCS

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|style="padding: 20px 0px 20px 15px;"|'''Now you have to configure your newly installed module.'''<br/>
 
|style="padding: 20px 0px 20px 15px;"|'''Now you have to configure your newly installed module.'''<br/>
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Before we proceed to the configuration itself, you have to generate your API details to connect with your Freshdesk account.
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Before we proceed to the configuration itself, you have to log into your Freshdesk account to find your API details.
 
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===API Connection===
 
===API Connection===
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|style="padding: 0px 0px 15px 15px;"|You can find your API key below the '' 'Change Password' '' section, on the right side of the page.  
 
|style="padding: 0px 0px 15px 15px;"|You can find your API key below the '' 'Change Password' '' section, on the right side of the page.  
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Add new key or use existing one. Copy an active API key.<br/>
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Use existing key or reset it to generate a new one. Copy an active API key.<br/>
 
'''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.
 
'''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.
 
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|style="padding: 0px 0px 15px 15px;"|Now, that you have safely stored API, you may move to the second part of configuration.<br/>
 
|style="padding: 0px 0px 15px 15px;"|Now, that you have safely stored API, you may move to the second part of configuration.<br/>
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Proceed to '' 'Addons' → 'Freshdesk' → 'Server Configuration', '' here you have to enter any data required to connect your WHMCS with Freshdesk server.<br/><br/>
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Proceed to '' 'Addons' → 'Freshdesk' → 'Server Configuration', '' here you have to enter any data required to connect your WHMCS with Freshdesk server.
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''Note! If you have used previous versions of our product, you have to copy the tokens from your 'configuration.php' file into the addon to do the update.''
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|style="padding: 0px 0px 15px 15px;"|Enter your Freshdesk details:
 
|style="padding: 0px 0px 15px 15px;"|Enter your Freshdesk details:
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*Account Name - this is your subdomain e.g. in ''<nowiki>https://modulesgarden.freshdesk.com</nowiki>'' account name will be ''modulesgarden''
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*Account Name - this is your subdomain e.g. in ''<nowiki>https://mycompany.freshdesk.com</nowiki>'' account name will be ''mycompany''
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*API Key - API key generated in the previous steps
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*API Key - API key found in the previous steps
 
*Admin Username - administrator's email used to log into your Freshdesk account
 
*Admin Username - administrator's email used to log into your Freshdesk account
 
*Admin Password - administrator's password used to log into your Freshdesk account<br/>
 
*Admin Password - administrator's password used to log into your Freshdesk account<br/>

Revision as of 10:49, 3 January 2017

Contents

About Freshdesk For WHMCS

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

With our module your clients will be able to manage Freshdesk tickets as if they were a part of your system.
This product allows you to easily manage all the tickets that are operated by a support system fully synchronized with your Freshdesk account.

  • Features:
✔ Create Contact Automatically After Customer Account Is Generated in WHMCS Database
✔ Create Contact Automatically When Customer Already Exists in WHMCS Database
✔ Update Contact Data Automatically Based On Changes In Customer Profile Data in WHMCS
✔ Attach Files And Urgency To Ticket
✔ List Recent Tickets
✔ Add Reply To Ticket
  • Integration Features:
✔ Single Sign On (SSO) Integration
✔ Export New Tickets To Freshdesk
✔ Export Clients To Freshdesk On Tickets Creation
✔ Synchronize Ticket Responses Between WHMCS And Freshdesk
✔ Transfer Ticket Fields Settings
✔ Transfer Attachments Settings
✔ Convert Markdowns To HTML
  • General Info:
✔ Custom Templates Support
✔ Multi-Language Support
✔ Supports PHP 5.3 Up To PHP 7
✔ Supports WHMCS Templates Five and Six
✔ Supports WHMCS V6 and V7

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 your client area and download Freshdesk For WHMCS.
F1.png
2. Upload and extract the module into the main WHMCS directory.

Files in your WHMCS directory should look like on the following screen.

F2 2.png
3. When you install Freshdesk For WHMCS for the first time you have to rename 'license_RENAME.php' file.

File is located in 'modules/addons/Freshdesk/license_RENAME.php'. Rename it from 'license_RENAME.php' to 'license.php'.

F2 3.png
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 your client area → 'My Products'.

F2 4.png

Activation

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

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

F2 5.png
6. In the next step you need to permit access to this module.

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

F2 6.png
7. 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 into your Freshdesk account to find your API details.

API Connection

Firstly, log in to your Support Portal in order to enable API access.
F2 8.png
Click on your profile picture that is in the top right corner of the page and go to 'Profile settings' section.
F2 81.png
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.

F2 91.png

Server Configuration

Now, that you have safely stored 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 Freshdesk server.

F2 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
  • Admin Username - administrator's email used to log into your Freshdesk account
  • Admin Password - administrator's password used to log into your Freshdesk account
  • Disable SSL - check this box if you want to turn off SSL certificate verification.

Finally, test connection and if it is successful save the changes.

F2 14.png
Finally, move to 'Setup' → 'General Settings' → 'Support'.

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

F2 6 1.png
Good job! Now your WHMCS is connected with Freshdesk support system.

Management

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

Each ticket department you create in the 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 easy and comfortable management of the way tickets are displayed in your client area, their visibility, sorting etc.

F2 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:
  • 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.);
  • Update Client Credentials - if client's email is updated in WHMCS, it's updated in Zendesk accordingly (name is also updated but only if email is changed)
  • Replies Descending Order - enable this option and ticket replies will be sorted by date in descending order when viewing a ticket
  • Template Name - if you decide to change your current template in your WHMCS, then change it here as well. Your custom templates are also available.
  • Allowed Departments - select which of your departments from Zendesk shall be available in WHMCS ticket system
F2 16.png
Next to the 'Options' box you will find a box 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 changes in ticket settings.

F2 17.png
Tickets of each status are now marked with selected colors on homepage.
Z2 18.png
Below the 'Status Color' you will find a box where you can define what the default department for exported tickets will be.

You can choose from your existing Freshdesk departments.

Remember to click 'Save Changes' button before you move to another section.

F27.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' .

If you are using Freshdesk For WHMCS for the first time, you will see here a list of all users who exist in your WHMCS and have not been synchronized with Freshdesk yet.

F19.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 'Export' button as marked on the screen.
FD20.png
If a user has already been exported from WHMCS to Freshdesk, they will no longer be visible on the list.
All users newly added to WHMCS will be automatically synchronized with Freshdesk unless otherwise stated in 'Synchronization Settings'.

After the successful export you may no longer see your users. To change the view proceed to 'Toggle Filters' to see whether the box defining the view is checked.

F21.png
When the box is not checked, you will see the list of users that have been exported.
F22.png

Tickets

The next option offered by our module is the export of tickets from WHMCS to Freshdesk, proceed to 'Tickets Export'.
If you are using Freshdesk For WHMCS for the first time, you will see here a list of all tickets which exist in your WHMCS and have not been synchronized with Freshdesk yet.
F23.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 'Export' button as marked on the screen.
F24.png
If a ticket has already been exported from WHMCS to Freshdesk, they will no longer be visible on the list.
All tickets newly created to WHMCS will be automatically synchronized with Zendesk unless otherwise stated in 'Synchronization Settings'.

After the successful export you may no longer see your tickets. To change the view proceed to 'Toggle Filters' to see whether the box defining the view is checked.

F25.png
When the box is not checked, you will see the list of tickets that have been exported.
F26.png

Support Tickets

Move to your Client Area. There, on your homepage, is a '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.

Z2 21.png
Now, we will create a ticket message to show the flow. Just like in case of standard WHMCS support ticket, choose department,
then enter subject, type in the ticket message and fill out any additional ticket fields that you feel are useful and will help you get a satisfactory answer faster.
Submit the ticket.
Z2 22.png
A new ticket, sent with Freshdesk For WHMCS module, is immediately visible in Freshdesk admin area.
Z2 23.png
Do not hesitate and send a reply to this ticket.
Z2 24.png
Client has received an answer. Note that the ticket status has been updated as well.
Z2 25.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. When you add ' clientservice' at the end of the custom field title, a select with list of products and domains will show up.
3. Since Freshdesk does not fully support WHMCS option to reopen closed tickets, 'Close ticket 4 days after status is set to solved'
option is currently the only possibility to get around it. To enable configure this option proceed to Freshdesk → Business Rules → Automations.
Find there the option and edit it.
File:F16.png
Here you can configure the time until when tickets can be reopened by an answer from the client.
Maximum possible time is now 672 hours (28 days).
File:F15.png
4. Attachments are managed in Freshdesk, therefore if you do not enable them in Freshdesk, your clients will not be allowed to add any in their tickets.

To enable attachments in Freshdesk please move to 'Freshdesk' → 'Settings' → 'Tickets' → 'Attachments'. There enable both options:

  • Customers can attach files
  • Require authentication to download
File:F17.png
In case you can see only one option, make sure you have your 'Help Center' active.
File:F18.png

Common Problems

1. When you have problems with connection, check whether your SELinux or firewall does not block ports.
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