Freshdesk supports as a complete ticketing platform

Posted By Rupesh Sharma | 14-Jul-2018
Freshdesk is one of the business solution providers that look to support their users through their various application to provide a complete single ticketing platform. It's a third-party tool that provides some really features and designs, they allow an organization to grow and become more interactive with their customers.
 
What makes it so helpful?
 
1.A whole way of recognizing and resolving the queries of the customers through full tech support available.
2.Easy to use and interactive UI design that makes you understand and use the services effectively.
3.Nice customizations to make changes in the services according to the clients need.
 
Steps to create an account:
 
1. Both paid and free account are accessible to all users.
2. Just need to signup that requires some basic details.
 
Features and Services:
  • DASHBOARD - Types of the tickets and other basic information of your account.
  • TICKETS- Check all of your tickets and details related to that.
  • CONTACTS-The customer information and their contact details.
  • SOLUTIONS-General issue and their solutions related to the services are available.
  • FORUM-The common issues are raised here.
  • REPORTS-Freshdesk analysis and the productivity and performance of the account yet so far are available.
  • SETTINGS-Admin settings in order to provide customization in the services provided to the user organization.

Here we can look at some basic steps to use APIs provided by Freshdesk using their API documentation:

Lets take an example where we are sending the user queries in the form of json object so for that first we need to convert user information object into json string in order to send it to Freshdesk server using rest template.


package com.bookmygain.service;
import java.io.IOException;
import org.apache.tomcat.util.codec.binary.Base64;
import org.springframework.beans.factory.annotation.Autowired;
import org.springframework.http.HttpEntity;
import org.springframework.http.HttpHeaders;
import org.springframework.http.HttpStatus;
import org.springframework.http.MediaType;
import org.springframework.http.ResponseEntity;
import org.springframework.stereotype.Service;
import org.springframework.web.client.RestTemplate;
import com.bookmygain.conf.EnvConfiguration;
import com.bookmygain.dto.ContactUsDto;
import com.bookmygain.forms.ContactUsForm;
import com.fasterxml.jackson.databind.ObjectMapper;
@Service
public class CreateTicketService {
	@Autowired
	private EnvConfiguration envConfiguration;
	public String createTicket(ContactUsForm contactUsForm)
	{	
	String jsonStr = null;
		ObjectMapper mapperObj = new ObjectMapper();
		try {

			jsonStr = mapperObj.writeValueAsString(contactUsDto);
		} catch (IOException e) {

			e.printStackTrace();
		}
		final String uri =envConfiguration.getFreshdeskuri();
		String plainCreds =envConfiguration.getFreshdeskuname()+":"+envConfiguration.getFreshdeskpass(); 
		byte[] plainCredsBytes = plainCreds.getBytes();
		byte[] base64CredsBytes = Base64.encodeBase64(plainCredsBytes);
		String base64Creds = new String(base64CredsBytes);
		HttpHeaders headers = new HttpHeaders();
		headers.add("Authorization", "Basic " + base64Creds);
		headers.setContentType(MediaType.APPLICATION_JSON);
		HttpEntity httpEntity = new HttpEntity(jsonStr.toString().trim(), headers);
		RestTemplate rst = new RestTemplate();
		ResponseEntity response = rst.postForEntity(uri, httpEntity, String.class);
		HttpStatus statusCode = response.getStatusCode();
		return statusCode.toString();
	}
}
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