Connecting to Freshdesk

Randall Berg -

Using Freshdesk for ticketing and time entry?  Awesome, we have Freshdesk as a featured integration within our application so you can create dashboards and report.  Here's a quick document to help you get setup with BrightGauge and Freshdesk. 

Step 1 - Log in to your BrightGauge Account  

If you haven’t created an account yet, go here to get started.

 

Once logged in, to get started: 

  • New Accounts

On first login, from the account Overview page, click on the "Add a Datasource" button:

Or, from the first "Welcome to BrightGauge" dashboard page, click on the "Connect a Datasource":

 

  • Existing Accounts

From the account Overview page (to access click on the BrightGauge logo on the top left hand corner), click on the green "+" towards the bottom right of the page (next to the list of your exiting datasources):

 

Or, click on "Data" menu on the the top righthand corner of the screen, and select "Datasources" from the drop down menu:

 

Now click on “Add a New Datasource” and then click on the "Freshdesk" icon:

kaseya_bms_datasource.png 

 Step 2 - Find the API key in Freshdesk

You'll need to find your API key in Freshdesk.

  1. Login to Freshdesk and then click on your user profile picture (or first letter of your first name) at the top right and then click on profile settings

Screen_Shot_2017-07-25_at_18.07.22.png

  1. Once in the Profile page, locate the box that says Your API Key to the right and copy your API key to use in Step 3.

Screen_Shot_2017-07-25_at_18.11.18.png

 Step 3 - Configure the Freshdesk datasource in BrightGauge

Now head back to BrightGauge and finish what you left off at in Step 1. You should be at the screen below. Fill it out.

Screen_Shot_2017-07-25_at_18.15.20.png

    1. Name the datasource whatever you want. Most will just call it Freshdesk
    2. Fill out the first part of the URL. This is the same URL you use to login to Freshdesk
    3. This is the API key you found and copied in Step 2

 

Step 4 - Test Connection

Once you've filled out all of the fields, make sure to test the connection.  If successful, save the connection.

Please note, a common issue we have seen clients experience is with the "AutoFill" feature in web browsers inputting the wrong the credentials for the database user field. When a test connection is successful, the page is refreshed and the autofill takes effect automatically without the user realizing. The user then selects save, accidentally saving the autofilled credentials which are incorrect. A way to prevent this issue is to open a private browsing window (or incognito window) to fill out the datasource configuration page, or simply retyping the credentials after the test connection and clicking "Save".

Once you’ve saved the connection then the datasets and gauges will be added to your account and they will start syncing immediately.  Initial syncs usually take 20-30 minutes.

 

 Signup for one of our weekly training sessions here to get more familiar with the product as well as check out our support forums at support.brightgauge.com

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