Installing the Dropzone Connector for Freshdesk

Our Dropzone Connector for Freshdesk allows you to integrate your SendSafely Hosted Dropzone with Freshdesk. The Connector is available on the SendSafely Enterprise plan. Once configured, the connector updates existing Freshdesk tickets with SendSafely secure links for file downloads. The connector uses the Dropzone lookup field (TicketID) to associate inbound files with the appropriate ticket in Freshdesk. This value can either be entered by the customer at the time of Dropzone file submission, or, more commonly, embedded in the Dropzone URL provided to the customer by the agent.

The Dropzone connector can be facilitated using Google Apps Script or our Zapier App. Below are the steps for creating and configuring a Dropzone connector for Freshdesk using Google Apps Script. Information on our Zapier connector can be found here. The Google Apps Connector can be hosted in either your own G-Suite domain or personal Google Drive account.

Note: Enterprise trial customers have the option to have SendSafely host the Freshdesk Connector on your behalf for the duration of the trial period. If you are an Enterprise trial customer and want to have SendSafely temporarily host it for you, then you will not need to complete Step 3 below. Instead you should generate a Freshdesk API Token and send the following items to [e-mail] using the SendSafely account of the Dropzone owner:

• The Freshdesk API Token
• The Freshdesk User Id (email address) used to generate the above token
• URL for your Freshdesk Portal (ie company.freshdesk.com) 

NOTE: The Freshdesk Portal hostname should end in freshdesk.com If you are using a custom domain for your Freshdesk Portal you will still need to use the freshdesk.com hostname here. 

Step 1 - Obtain a Freshdesk API Token 

Obtain a Freshdesk API Token for the connector script to use. For this step, you'll need to be logged into Freshdesk with the identity you want the connector to use for updating tickets. Follow the steps outlined in this Freshdesk support article. 

Step 2 - Enable your SendSafely Dropzone 

If you have not already done so, follow the instructions outlined here to turn on your SendSafely Dropzone. We recommend that you configure your Dropzone under a Service, or Alias account such as [e-mail] and then add each agent's named user account as a Dropzone Recipient.  This article provides instructions on managing Dropzones configured under service accounts as a SendSafely Administrator

Step 3 - Configure and Deploy the Connector in Apps Script 

The Google Apps Script bridges the SendSafely Dropzone and the Freshdesk platform. The script ingests the SendSafely generated secure link and related metadata, and updates the target Freshdesk ticket via the Freshdesk API from Step 1 above. If the ticket is unable to be updated via the API call, a notification email is sent to the Dropzone owner and file submitter.

To proceed, make sure you have a copy of the latest SendSafely Dropzone Connector Google Apps Script. You can request a copy from [e-mail], if not already provided.

Copy the Connector Template into your Google Drive.

Note: the account you are logged into Google Drive with will be the account used for sending notification emails if the Freshdesk update fails, for example when the customer provides an invalid ticket number. As such, you will want to use a generic login or configure your account to be able to send email on behalf of a generic alias (see here for steps on how to configure sending on-behalf-of in Gmail: https://support.google.com/mail/answer/22370?hl=en).

a. From the Spreadsheet view, select the “Tools” menu, and then “Script Editor…”.

The new Google Apps Script editor does not currently support editing script properties. To complete the required configuration, dismiss the prompt to try the new editor and proceed with the steps below using the legacy editor.

Next, from the Code.gs view in the Script Editor complete the following steps:

i. Select Run > Run function > Setup. You will be prompted by Google to grant the necessary permissions for this script to work. Click “Allow”.

ii. Populate all of the required script properties (File > Project Properties > Script Properties)

• sendsafely_validation_key - The Dropzone Validation Key for the account that owns the Dropzone. You can obtain this value from the "Dropzone" section of the "Edit Profile" screen in the SendSafely portal
• company_name - Your company's name as you want it to appear within notification messages.
• freshdesk_user_api_key - Your API Key for Freshdesk obtained from Step 1 above.  
• freshdesk_portal_url - Your Freshdesk portal address (ie company.freshdesk.com or support.company.com)
• sender_email - This should be the user that owns/runs the connector. If this user is authorized by Gmail to send email on behalf of another address, you can choose another authorized address.

iii. Select Publish > Deploy as web app

• Under "Project Version", choose "New"
• Under "Execute as" choose "me"
• Under "Who has access" choose "anyone, even anonymous"

Note: Anonymous users will only be able to execute the script but not view its contents. For security purposes, the script also only accepts data that is encrypted using the shared validation key.

c. After pressing "Deploy" copy the Current web app URL and perform the following steps to update the SendSafely Dropzone Webhook and Form Input Label. 

• Log into the SendSafely web portal and navigate to Edit Profile-> Dropzone.
• Paste the copied URL into the "Use a Webhook for notifications:" under Notification Settings.
• If you have not already done so, update the "Form Input Label" option to say "Freshdesk Ticket Id" (instead of "Name"). 

Step 4 - Add a Canned Response to Freshdesk for Inserting the Dropzone Link

In order to make it convenient for agents to send the correct Dropzone link to customers, we recommend creating a General Canned Response in Freshdesk that can be used to automatically insert the Dropzone link into an agent's reply. To create the canned response, browse to Admin > HelpDesk Productivity > Canned Responses > General Folder > Add New Canned Response. Next, add a descriptive title and include the Dropzone URL in the message body.

Note that the Dropzone URL also allows you to pre-popluate the ticket id in the URL so that your customer does not have to know the correct ticket id to use. Click the Insert Placeholder button to insert the {{ticket.id}} placeholder within the Freshdesk Canned response template. This will automatically insert the correct ticket ID in the URL as demonstrated below.

https://demo.sendsafely.com/dropzone/freshdesk/{{ticket.id}}

 

Once the canned response has been saved, agents will have the option to use the canned response from the bottom of the agent console when replying to a ticket.

Step 5 - Test the Dropzone using a valid Ticket

Once you complete the steps above, you should be able to browse to the Dropzone URL and update any valid ticket. The following diagram depicts the logic implemented within the connector and shows what actions will result under various circumstances.

For additional assistance setting up the Freshdesk Dropzone Connector, contact [e-mail].