Freshdesk For WHMCS

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.

• Client Area Features:

✔ View Freshdesk Departments

✔ Open New Ticket

✔ Manage Existing Tickets

✔ Fill Out Freshdesk Ticket Fields

✔ 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

✔ Define Ticket Status Colors

• Integration Features:

✔ 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 5.3 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 the module.

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 7, while the second one is aimed at PHP 5.3 up to PHP 5.6. It does not apply to open source versions. Note: You can check current PHP version in your WHMCS. To do so proceed to 'Utilities' → 'System' → 'PHP Info'.

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.

4. 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'.

5. 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'.

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'. Afterwards, find 'Freshdesk' and press 'Activate' button.

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. 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.

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: 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 changes.

Finally, move to 'Setup' → 'General Settings' → 'Support'. There choose 'Freshdesk' support module from a dropdown menu and save changes. From now on, your clients will see Freshdesk tickets and departments (not WHMCS).

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: 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 Freshdesk 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 Freshdesk shall be available in WHMCS ticket system

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.

Tickets of each status are now marked with selected colors on homepage.

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.

Freshdesk

You can also manage ticket 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 'Priority' field according to our needs.

As you can see on the screen below, a new field 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 as marked on the screen.

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. 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.

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

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 no longer be visible on the list. All tickets newly created to WHMCS will be automatically synchronized with Freshdesk. 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.

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

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.

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.

Common Problems

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