silverstripe-freshdesk

SilverStripe module which allows CMS admins to configure userforms to raise tickets with Freshdesk.

Configuration

Define in _ss_environment.php:

• FRESHDESK_HMAC_SECRET - Optional, required for SSO.
• FRESHDESK_TOKEN - API token for an admin account on the Freshdesk. Used for API requests.
• FRESHDESK_DOMAIN - Account domain of freshdesk without the ".freshdesk.com" suffix. e.g. for "silverstripe.freshdesk.com" this would be "silverstripe". Used for SSO and API requests.
• FRESHDESK_PORTAL_HOSTNAME - Optional, if logging users into a different portal, use this to specify the Freshdesk portal URL. e.g. "silverstripe.freshdesk.com". If not set, defaults to "FRESHDESK_DOMAIN.freshdesk.com".
• FRESHDESK_PRODUCT_ID - Used to log and display tickets from a specific product in your portal.

Create a template for FreshdeskPage if you want a place for users to view their tickets.

Usage

Adds two additional fields under Configuration on all UserDefinedForms:

• Export as a Freshdesk ticket on submit - Set to true to raise the submitted form as a ticket in Freshdesk
• Freshdesk ticket description - Purely cosmetic, you may want to have some sort of landing page for tickets where you show the types and a brief description.

Adds two additional Main options for all fields in a user defined form which allow the mapping a user defined form field to a specific Freshdesk field. This will ensure that the content is removed from the description block (main field of a ticket), in to the appripriate field in Freshdesk. If the field refers to a Freshdesk custom field, ensure you check the Freshdesk custom field box.

If Export as a Freshdesk ticket on submit is set to true, the user is logged in then the form will create a ticket in Freshdesk on submit.

SSO configuration

Currently only the simple sso feature has been enabled. See Freshdesk documentation for details To use simple sso, you will need to ensure FRESHDESK_HMAC_SECRET and FRESHDESK_DOMAIN are defined. To log users into a different portal, use the FRESHDESK_PORTAL_HOSTNAME setting as described in the previous "Configuration" section.

Routing from multiple portals.

The module allows you to route different portal URLs to different URLs. If you wish to route multiple portals based on the host_url send from the portal, ensure this module is also included on external sites - or implement your own solution.

To set up routes to different sites, edit eg. mysite/_config/config.yml and add the route:

  freshdeskPortalRedirects:
    'myproduct.example.com': 'http://www.neatproduct.com/'