Once integrated, you will be able to access, manage and work on your FreshDesk tickets directly from within Goverlan and quickly resolve issues. Upon working on a ticket, the full transcript of Goverlan actions is automatically registered in the incident record for accountability, auditing and knowledge building.
FreshDesk Integration with Goverlan Remote Support
You do not need to modify your FreshDesk configuration or install a FreshDesk extension, the integration happens within Goverlan. Open the Goverlan General Settings, select the Incident Management category and select the FreshDesk provider from the list:
Provide the following information:
|Provider web service URL||Enter the web address of your FreshDesk company instance.
|Operator Console URL||This optional setting accepts a FreshDesk web address that you wish to configure as the default location to go to, when clicking on the FreshDesk icon within Goverlan:
This is a convenient way to quickly access your favorite dashboard or area within your service desk portal.
If you leave this blank, the Provider web service URL is used by default.
|Email Address||Your FreshDesk web portal user identifier|
|Password||Your FreshDesk web portal user password|
|Max rows per query||The maximum number of incidents returned by FreshDesk when placing a query. Keeping this setting low improves performance and responsiveness.|
Once the settings have been entered, click on the Test Connection button to validate the configuration.
FreshDesk Incident Management via Goverlan Remote Support
Once Goverlan is integrated with FreshDesk, you will be able to perform the following actions: