- Many customer support issues reported through Freshdesk may require collaboration with development teams for resolution.
- Lack of visibility and communication between support and development teams can lead to delays in issue resolution and poor customer experience.
- Integrating GitHub with Freshdesk can facilitate seamless collaboration and streamline issue tracking and resolution processes.
- Integrate GitHub, a popular code repository and issue tracking platform, with Freshdesk to enable support agents to create and track GitHub issues directly from Freshdesk tickets.
- Utilize Freddy AI Copilot for Developers to simplify the integration process and accelerate app development.
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Authentication and Setup:
- Authenticate with the GitHub API and obtain necessary credentials.
- Configure access permissions and define repository settings for issue tracking.
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Integration with Freshdesk:
- Use Freddy AI Copilot for Developers to access Freshdesk APIs and SDKs for ticket management and conversation handling.
- Implement custom actions or triggers within Freshdesk to initiate GitHub issue creation.
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Creating GitHub Issues from Freshdesk:
- Integrate GitHub issue creation functionality within Freshdesk ticket interface.
- Enable agents to create GitHub issues directly from Freshdesk tickets, providing relevant details and context.
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Linking Tickets and GitHub Issues:
- Establish bi-directional links between Freshdesk tickets and corresponding GitHub issues to maintain synchronization.
- Update ticket status and add comments in Freshdesk based on GitHub issue activities, and vice versa.
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Collaboration and Resolution:
- Facilitate communication and collaboration between support and development teams by providing visibility into GitHub issues within Freshdesk.
- Enable seamless handoff of issues between support and development teams, with status updates reflected in both platforms.
- Streamlined Collaboration: Integration enables seamless communication and collaboration between support and development teams, leading to faster issue resolution.
- Enhanced Visibility: Agents have visibility into GitHub issues directly from Freshdesk, improving context and understanding of customer-reported issues.
- Improved Efficiency: Agents can create GitHub issues without leaving the Freshdesk interface, reducing context switching and improving workflow efficiency.
- Transparent Issue Tracking: Bi-directional linking ensures that issue status and updates are synchronized between Freshdesk and GitHub, providing transparency and accountability.