Freshdesk alerts aren't posting

A ticket was created or changed in Freshdesk, but no alert shows up in the channel you picked.

Fix it

• Look at Last ticket change in Integrations → Support. If Freshdesk says No ticket changes yet, Freshdesk isn’t calling Freesbe. Check the next point.
• Check the two automation rules. In Freshdesk, open Admin → Workflows → Automations. On Ticket creation and on Ticket updates there should be a Freesbe rule, turned on, whose Trigger webhook action posts to the Webhook URL shown in Freesbe, with the matching body. Compare them with Send ticket changes to Freesbe in Freesbe; the copy buttons give you the exact text. Freshdesk runs only the first matching rule on a tab unless it’s set to run all matching rules, so move the Freesbe rules to the top or change that setting.
• Check the rule’s events. The Ticket updates rule needs Status is changed, Priority is changed, Agent is updated and Reply is sent, performed by Anyone. A reply only posts if Reply is sent is there.
• Check the alert takes that change. Open the alert’s ⋯ → Edit: is the kind of change ticked, and is the ticket in the group the alert is for?
• Check the alert is on. An alert marked Off doesn’t post. Choose ⋯ → Turn on.
• Check the channel. Alerts don’t post into archived channels. Pick another with ⋯ → Edit.
• Check what the API key can see. Freesbe reads each ticket with the key you connected. If that agent can’t see a group’s tickets, they don’t post. Connect again with an admin’s key.
• Send a test alert. Choose ⋯ → Send a test alert. If the sample card shows up, the channel is fine and the rules or the key are the reason.

Which changes post

• Replies posts replies from customers and agents. Private notes never post.
• A change made with Assign to me or Resolve in Freesbe doesn’t post again: the card already says who did it.
• Changes to a ticket’s subject, tags, type or other fields don’t post on their own.

Still stuck?

If the connection shows Connect again, Freshdesk stopped accepting the API key. Connect again from the connection’s ⋯ menu with a new key; the webhook URL stays the same. Otherwise, email support@freesbe.net with the ticket’s link and when it changed.