Bitly-Freshdesk-Freshservice.md

Use Case: Bitly Integration with Freshdesk/Freshservice

• Use Case: Bitly Integration with Freshdesk/Freshservice
  • Solution Overview
  • Prerequisites
    • Necessary Account Creations and API Docs Links:
      • How to Get API Key/Access Token
  • Implementation Steps
  • Sample App
    • Freshdesk App
    • Freshservice App

Solution Overview

• Integrate Bitly with Freshdesk/Freshservice to enable support agents to shorten URLs directly within ticket conversations.
• Utilize Freddy AI Copilot for Developers to simplify the integration process and accelerate app development.

Prerequisites

1. A Bitly account with access to the desired Bitlinks.
2. A Freshdesk/Freshservice account with administrative privileges.

Necessary Account Creations and API Docs Links:

1. Bitly Account: Create or log in to your Bitly account. Refer to Bitly API Documentation for more
2. Freshdesk Account: Create or log in to your Freshdesk account. Refer Freshdesk API Documentation for more information
3. Freshservice Account: Create or log in to your Freshservice account. Refer Freshservice API Documentation for more information

How to Get API Key/Access Token

Bitly Access Token:

1. Log in to your Bitly account.
2. Navigate to your account settings and generate a generic access token.

Freshdesk/Freshservice API Key:

1. Log in to your Freshdesk/Freshservice admin dashboard.
2. Navigate to "Profile settings" > "API" tab.
3. Generate an API key or use an existing one.

Implementation Steps

1. Authentication and Setup:

   • Authenticate with the Bitly API and obtain necessary credentials.
   • Configure the settings using custom config page for custom app.
   • Configure Bitly settings and define default preferences for URL shortening.

2. Integration with Freshdesk/Freshservice:

   • Use Freddy AI Copilot for Developers to access Freshdesk/Freshservice APIs and SDKs for ticket management and conversation handling. For Freshdesk

     "I want a Bitly integration available within every ticket in Freshdesk. Upon clicking a button, use the Bitly API to shorten the URL provided in the ticket and display the shortened URL on the UI for easy sharing."

     For Freshservice

     "I want a Bitly integration available within every ticket in Freshservice. Upon clicking a button, use the Bitly API to shorten the URL provided in the ticket and display the shortened URL on the UI for easy sharing."

   • Implement custom actions or triggers within Freshdesk/Freshservice to initiate URL shortening.

3. Shortening URLs:

   • Integrate Bitly URL shortening functionality within Freshdesk/Freshservice ticket interface.
   • Enable agents to shorten URLs directly from ticket conversations, replacing long URLs with shortened versions.

4. Inserting Shortened URLs:

   • Provide agents with the ability to insert shortened URLs into ticket responses or comments seamlessly.
   • Ensure that shortened URLs maintain their functionality and redirect users to the original destination.

5. Tracking Click Analytics:

   • Optionally, integrate Bitly click tracking functionality to monitor the performance of shortened URLs.
   • Enable agents to view click analytics directly within Freshdesk/Freshservice for better insights into customer engagement.

Sample App

For reference purpose we have created a sample app that demonstrates Bitly Integration with Freshdesk via Bitly Freshdesk App and for Freshservice via Bitly Freshservice App

Freshdesk App

The sample app under ticket sidebar for Freshdesk will apear as below

Freshservice App

The sample app under ticket sidebar for Freshservice will apear as below