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Notion-Freshdesk-Freshservice.md

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Use Case: Notion and Asana Integration with Freshdesk/Freshservice

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 Notion account with access to the desired workspace.
  2. An Asana account with access to the desired projects/tasks.
  3. A Freshdesk/Freshservice account with administrative privileges.

Necessary Account Creations and API Docs Links:

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

How to Get API Key/Access Token

Notion Integration Token:

  1. Go to Notion's My Integrations page and create a new integration.
  2. Refer to building your firsrt Notion integration doc for more information
  3. Obtain the integration token.

Asana Personal Access Token:

  1. Log in to your Asana account.
  2. Navigate to "My Profile Settings" > "Apps" > "Manage Developer Apps".
  3. Create a new app and obtain the personal 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 APIs of Notion, Asana, Freshdesk, and Freshservice, and obtain necessary credentials.
    • Configure access permissions and define default settings for task/project creation.

  2. Integration with Freshdesk/Freshservice:

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

      How to build an app from scratch

    • Implement custom actions or triggers within Freshdesk/Freshservice to initiate task/project creation in Notion and Asana.

  3. Creating Tasks/Projects:

    • Integrate Notion and Asana functionality within Freshdesk/Freshservice ticket interface.
    • Enable agents to create tasks or projects directly from ticket conversations, providing relevant details and context.

  4. Linking Tickets and Tasks/Projects:

    • Establish bi-directional links between Freshdesk/Freshservice tickets and corresponding tasks/projects in Notion and Asana to maintain synchronization.
    • Update ticket status and add comments in Freshdesk/Freshservice based on task/project activities, and vice versa.

  5. Collaboration and Resolution:

    • Facilitate communication and collaboration between support and other teams by providing visibility into tasks/projects within Freshdesk/Freshservice.
    • Enable seamless handoff of issues between support and other teams, with status updates reflected in both platforms.

Benefits

  • Streamlined Collaboration: Integration enables seamless communication and collaboration between support and other teams, leading to faster issue resolution.
  • Enhanced Visibility: Agents have visibility into tasks/projects directly from Freshdesk/Freshservice, improving context and understanding of cross-functional activities.
  • Improved Efficiency: Agents can create tasks/projects without leaving the Freshdesk/Freshservice interface, reducing context switching and improving workflow efficiency.
  • Transparent Tracking: Bi-directional linking ensures that task/project status and updates are synchronized between Freshdesk/Freshservice and Notion/Asana, providing transparency and accountability.