Freshdesk For WHMCS
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{| | {| | ||
|style="padding: 10px 0px 5px 0px;"|'''Freshdesk For WHMCS''' grants your customers the access to a complex support system solution in your own WHMCS. | |style="padding: 10px 0px 5px 0px;"|'''Freshdesk For WHMCS''' grants your customers the access to a complex support system solution in your own WHMCS. | ||
− | With our module your clients will | + | With our module your clients will become authorized to manage Freshdesk tickets as if they were an integral part of your system.<br/>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:''' | *'''Client Area Features:''' | ||
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{| | {| | ||
|style="padding: 0px 0px 0px 30px;"|✔ Fill Out Freshdesk Ticket Fields | |style="padding: 0px 0px 0px 30px;"|✔ Fill Out Freshdesk Ticket Fields | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 0px 30px;"|✔ Assign Owned Service To Ticket | ||
|} | |} | ||
{| | {| | ||
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|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px | + | |style="padding: 0px 0px 0px 45px;"|✔ Show Solved Tickets |
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 0px 45px;"|✔ Update Client Credentials | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 0px 45px;"|✔ Define Replies Order | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 0px 30px;"|✔ Define Client Service Field | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 0px 30px;"|✔ Define Ticket Status Colors | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 0px 30px;"|✔ View Logs | ||
|} | |} | ||
− | *'''Integration | + | *'''Integration:''' |
{| | {| | ||
|style="padding: 10px 0px 0px 30px;"|✔ Automatically Export To Freshdesk: | |style="padding: 10px 0px 0px 30px;"|✔ Automatically Export To Freshdesk: | ||
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|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 0px 30px;"|✔ Supports PHP 5. | + | |style="padding: 0px 0px 0px 30px;"|✔ Supports PHP 5.6 Up To PHP 7 |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 0px 30px;"|✔ Supports WHMCS | + | |style="padding: 0px 0px 0px 30px;"|✔ Supports WHMCS Template Six |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 30px 30px;"|✔ Supports WHMCS | + | |style="padding: 0px 0px 30px 30px;"|✔ Supports WHMCS V7 |
|} | |} | ||
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|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF_1.png]] |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px | + | |style="padding: 0px 0px 15px 15px;"|'''2. Extract the downloaded file into the main WHMCS directory.'''<br /> |
− | + | The content of the package should look like this. | |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:sdrfe.png]] |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 15px 15px;"|'''3. | + | |style="padding: 0px 0px 15px 15px;"|'''3. When you install Freshdesk For WHMCS for the first time you have to rename '' 'license_RENAME.php' '' file.'''<br /> |
− | + | File is located in '' 'modules/addons/Freshdesk/license_RENAME.php'.'' Rename it from '' 'license_RENAME.php' '' to '' 'license.php'. '' | |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_3.png]] |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 15px 15px;"|'''4. | + | |style="padding: 0px 0px 15px 15px;"|'''4. In order to configure your license key, you have to edit the previously renamed '' 'license.php' file. '' '''<br /> |
− | + | 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'. '' | |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_4.png]] |
|} | |} | ||
{| | {| | ||
− | |style="padding: | + | |style="padding: 10px 0px 15px 15px;"|'''5. Now, set up the '' 'storage' '' folder as recursively writable.'''<br /> |
− | + | This folder is available at '' 'your_whmcs/modules/addons/Freshdesk/' ''. | |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 30px 25px;"|[[File: | + | |style="padding: 0px 0px 30px 25px;"|[[File:NF6_2.png]] |
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{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_5.png]] |
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− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_6.png]] |
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− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_8.png]] |
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− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_81.png]] |
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{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_91.png]] |
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{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_13.png]] |
|} | |} | ||
{| | {| | ||
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*Account Name - this is your subdomain e.g. in ''<nowiki>https://mycompany.freshdesk.com</nowiki>'' account name will be ''mycompany'' | *Account Name - this is your subdomain e.g. in ''<nowiki>https://mycompany.freshdesk.com</nowiki>'' account name will be ''mycompany'' | ||
*API Key - API key found in the previous steps | *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<br/> |
*Disable SSL - check this box if you want to turn off SSL certificate verification<br/> | *Disable SSL - check this box if you want to turn off SSL certificate verification<br/> | ||
− | Finally, | + | Finally, save changes and test the connection. |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_14.png]] |
|} | |} | ||
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{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_6_1.png]] |
|} | |} | ||
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|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_15.png]] |
|} | |} | ||
{| | {| | ||
|style="padding: 0px 0px 20px 15px;"|In the first box ''''' 'Options', ''''' you may enable some basic settings that will be applied to tickets view in the client area.<br/> Let's now discuss their functionality in details: | |style="padding: 0px 0px 20px 15px;"|In the first box ''''' 'Options', ''''' you may enable some basic settings that will be applied to tickets view in the client area.<br/> 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.) | *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 | *Replies Descending Order - enable this option and ticket replies will be sorted by date in descending order when viewing a ticket | ||
− | *Template Name - | + | *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 [https://www.docs.modulesgarden.com/Freshdesk_For_WHMCS#Freshdesk_Custom_Field 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)'' | ||
+ | |||
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_16.png]] |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 15px 15px;"| | + | |style="padding: 0px 0px 15px 15px;"|Under the '' 'Options' '' box you will find a section where you can assign some colors to a specific ticket status.<br/> |
Click on the field to choose a color from the palette of colors or type in the number of the color you like.<br/> | Click on the field to choose a color from the palette of colors or type in the number of the color you like.<br/> | ||
Tickets of each status will be marked with selected colors on homage.<br/><br/> | Tickets of each status will be marked with selected colors on homage.<br/><br/> | ||
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|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_17.png]] |
|} | |} | ||
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{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_18.png]] |
|} | |} | ||
+ | |||
+ | ===Freshdesk Service Field=== | ||
{| | {| | ||
− | |style="padding: | + | |style="padding: 10px 0px 15px 15px;"|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.<br /> |
− | + | 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.<br /> | |
− | + | Choose the ''Single Line Text'' from '' 'Drag & Drop Field' '' to add your new ticket field. | |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_19_1.png]] |
|} | |} | ||
− | |||
− | |||
{| | {| | ||
− | |style="padding: | + | |style="padding: 0px 0px 10px 15px;"|For test purposes we adjusted '' 'Client Service' '' field according to our needs.<br/> |
− | + | 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. | |
− | + | ||
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_19.png]] |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 20px 15px;"| | + | |style="padding: 0px 0px 20px 15px;"|Once you have created your new field, you need to select it in the '' 'Ticket Settings' '' section of Freshdesk.<br /> |
+ | Do not forget to save settings. | ||
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 30px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_1769.png]] |
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 15px 15px;"|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.<br/> | ||
+ | Edit/add ticket fields to adjust the ticket form perfectly to your needs. | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 30px 25px;"|[[File:NF2_20.png]] | ||
|} | |} | ||
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{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF_19.png]] |
− | + | ||
− | + | ||
− | + | ||
− | + | ||
− | + | ||
− | + | ||
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px | + | |style="padding: 0px 0px 20px 15px;"|Now, you can manually export all of the users available on the list or choose only some of them.<br/>Check boxes next to the users you are going to export and press '' 'Export' '' button, marked with the red arrow on the screen.<br/> |
− | + | You can always check the status of the exported clients. | |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF_D20.png]] |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px | + | |style="padding: 0px 0px 15px 15px;"|After confirming your choice, the selected user should be exported from WHMCS to Freshdesk, their '' 'Status' '' field will become modified as well.<br/> All users newly added to WHMCS will be automatically synchronized with Freshdesk.''<br/><br/> |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 30px 25px;"|[[File: | + | |style="padding: 0px 0px 30px 25px;"|[[File:NF_D120.png]] |
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{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF_23.png]] |
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{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF_24.png]] |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px 15px 15px;"|If a ticket has already been exported from WHMCS to Freshdesk, they will | + | |style="padding: 0px 0px 15px 15px;"|If a ticket has already been exported from WHMCS to Freshdesk, they will have a different ''Freshesk Status'' be visible on the list.<br/> All tickets newly created to WHMCS will be automatically synchronized with Freshdesk.''<br/><br/> |
− | + | ||
|} | |} | ||
{| | {| | ||
− | + | |style="padding: 0px 0px 30px 25px;"|[[File:NF_25.png]] | |
− | + | ||
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− | |style="padding: 0px 0px 30px 25px;"|[[File: | + | |
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− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_21.png]] |
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− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_22.png]] |
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− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_23.png]] |
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− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF2_24.png]] |
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− | |style="padding: 0px 0px 30px 25px;"|[[File: | + | |style="padding: 0px 0px 30px 25px;"|[[File:NF2_25.png]] |
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{| | {| | ||
− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF_1.png]] |
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− | |style="padding: 0px 0px 20px 25px;"|[[File: | + | |style="padding: 0px 0px 20px 25px;"|[[File:NF_2.png]] |
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− | |style="padding: 0px 0px 30px 25px;"|[[File: | + | |style="padding: 0px 0px 30px 25px;"|[[File:NF_13_1.png]] |
|} | |} | ||
--> | --> | ||
+ | ==Logs== | ||
+ | {| | ||
+ | |style="padding: 10px 0px 15px 15px;"|All module activities are recorded in '' 'Logs' ''.<br /> | ||
+ | ''Note: You might have no visible logs here if there are no logged actions yet.'' | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 20px 25px;"|[[File:NF3_12_2.png]] | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 15px 15px;"|In case you no longer wish to see a particular log you can easily remove it.<br /> Select a particular entry and click on the bin icon as presented on the screen below . | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 20px 25px;"|[[File:NF3_12_3.png]] | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 20px 15px;"|In order to delete multiple logs at the same time you can simply take advantage of the 'Mass Remove Action'. | ||
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 30px 25px;"|[[File:NF3_12_14.png]] | ||
+ | |} | ||
=Tips= | =Tips= | ||
{| | {| | ||
− | |style="padding: 10px 0px | + | |style="padding: 10px 0px 20px 15px;"|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. |
|} | |} | ||
{| | {| | ||
− | |style="padding: 0px 0px | + | |style="padding: 0px 0px 30px 15px;"|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/ | ||
|} | |} | ||
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{| | {| | ||
|style="padding: 10px 0px 30px 15px;"|Essential guidance through the process of updating the module is offered '''[https://www.docs.modulesgarden.com/How_To_Update_WHMCS_Module here]'''.<br/><br/> | |style="padding: 10px 0px 30px 15px;"|Essential guidance through the process of updating the module is offered '''[https://www.docs.modulesgarden.com/How_To_Update_WHMCS_Module here]'''.<br/><br/> | ||
+ | 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.<br/>However, when the module becomes successfully reconfigured, the previously submitted tickets should be visible in the client profiles.<br/><br/> | ||
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!<br/> | 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!<br/> | ||
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.<br/> | 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.<br/> | ||
|} | |} | ||
+ | |||
=Common Problems= | =Common Problems= | ||
{| | {| | ||
− | |style="padding: 10px 0px | + | |style="padding: 10px 0px 20px 15px;"|'''1. When you have problems with connection, check whether your SELinux or firewall does not block ports.''' |
+ | |} | ||
+ | {| | ||
+ | |style="padding: 0px 0px 30px 15px;"|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. | ||
|} | |} |
Revision as of 17:51, 17 January 2018
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. |
- 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 |
✔ Supports WHMCS Template Six |
✔ Supports WHMCS 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 the module. |
2. Extract the downloaded file into the main WHMCS directory. The content of the package should look like this. |
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'. |
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'. |
5. Now, set up the 'storage' folder as recursively writable. This folder is available at 'your_whmcs/modules/addons/Freshdesk/' . |
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'. |
7. 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. |
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. |
Click on your profile picture that is in the top right corner of the page and go to 'Profile settings' section. |
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. |
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. |
Enter your Freshdesk details:
Finally, save changes and test the connection. |
Finally, move to 'Setup' → 'General Settings' → 'Support'. There choose 'Freshdesk' support module from a dropdown menu and save changes. |
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. |
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:
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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 are now marked with selected colors on homepage. |
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. |
For test purposes we adjusted '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. |
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. |
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. |
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. |
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, marked with the red arrow on the screen. You can always check the status of the exported clients. |
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. |
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. |
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. |
If a ticket has already been exported from WHMCS to Freshdesk, they will have a different Freshesk Status be visible on the list. All tickets newly created to WHMCS will be automatically synchronized with Freshdesk. |
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. |
Now, we will create a ticket message to show the flow. Just like in case of standard WHMCS support ticket, choose department, fill out the form and submit the ticket. |
A new ticket, sent with Freshdesk For WHMCS module, is immediately visible in Freshdesk admin area. |
Do not hesitate and send a reply to this ticket. |
Client has received an answer. Note that the ticket status has been updated as well. |
Logs
All module activities are recorded in 'Logs' . Note: You might have no visible logs here if there are no logged actions yet. |
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 . |
In order to delete multiple logs at the same time you can simply take advantage of the 'Mass Remove Action'. |
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. |
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. |