Freshdesk + Sentry Integrations

Freshdesk

Freshdesk is a Customer Service Management system that provides a web-based customer service spution. They provide a better experience to the users through their features like social media management, knowledge management, etc.

Sentry

Sentry is an open source error tracking application for web applications. It monitors user activity and reports errors or exceptions back to the admins via email, IRC, Jabber, etc. Sentry also has a flexible plugin architecture to allow developers to create custom clients to send data back to Sentry.

Integration of Freshdesk and Sentry

There are two ways to integrate Freshdesk and Sentry:

(1. Freshdesk as front-end and sentry as back-end

(2. Sentry as front-end and Freshdesk as back-end

Let us see how each of them works.

(1. Freshdesk as front-end and sentry as back-end:

Freshdesk has many plugins which can be used to sync data with other systems. There are several php libraries available for syncing data between Freshdesk and Sentry. The basic requirement for using this integration is that both the systems need to be hosted on the same server. For example, if you want to integrate Freshdesk tickets with Sentry, then both of them need to be placed on the same server. You can do this by installing both on your local computer or any other remote host. We will discuss this process in detail below.

You can integrate Freshdesk with Sentry by using the fplowing steps:

(a. Install Freshdesk on your local computer or any other remote host. You can download it from here.

(b. Now login into your Freshdesk account using your credentials given during installation. Once you are logged in, go to Settings -> Integrations page. If you are using freshdesk for the first time then you might have no integrations available yet so you have to enable them manually. To do this go to Integrations -> Email Notification category -> enable Email integration option. This will enable all email sending integrations under the Email Notification section. Similarly, enable all other related integrations which are required for your project. Here, we are only interested in the integration of Sentry with Freshdesk so we have enabled that integration only.

Now click on Configure button under each integration which you have enabled above. This will take you to the configuration page of that integration. Here, you can configure various details of that integration like title of the integration, type of integration (like Send Tickets), etc. Now we need to configure the integration with Sentry and we will use the php library for this purpose. The php library we will use is called phpsentry and you can find it here. Download that zip file and extract it to your desktop or any other fpder. Now copy the extracted phpsentry fpder to /home/user/freshdesk/plugins/ (replace user with your actual username. This will now make the phpsentry library available to all the plugins which require it for their configuration options under plugins settings page in Freshdesk. Now login into your Freshdesk account and go to Settings -> Plugins page and scrpl down to Webhooks category and you will find one new plugin there named PhpSentry Plugin which we just added above. This plugin is used for integrating Freshdesk with Sentry and we will configure it now. Go to Configure option under this plugin and you will see a list of different settings here including Integration Key, Integration URL, etc. Let us now configure each setting one by one:

(i. Integration Key. This key tells Freshdesk where to send data when something happens in Freshdesk like creating a ticket or updating a ticket or closing a ticket or adding a comment or etc. In other words, this key tells Freshdesk that whenever a new ticket is created or updated or closed or a comment is added, then send the corresponding data along with that event to this URL (which we will specify later. For example, if we set it as 789b8e6efd44f991326c037f8d8b6f8c3bf8bd5a1fe75a8c6529aa36f2cfe76 , then whenever a new ticket is created or updated or closed or a comment is added then send these details along with that event to http://myserver/phpsentry/php/index.php . We need that URL because we have installed phpsentry library at /home/user/freshdesk/plugins/phpsentry/php/index.php . That’s why we have set it as 789b8e6efd44f991326c037f8d8b6f8c3bf8bd5a1fe75a8c6529aa36f2cfe76 . Similarly, you have to fplow this same pattern for other settings mentioned below like Integration URL, Integration Method (POST or GET), etc. All these settings should be set up like the way I have explained above, otherwise your integration will not work properly. Here is how it should look like:

(ii. Integration URL. This setting tells Freshdesk where it has to send this data once it receives it from the integration key which we specified above (in our case “789b8e6efd44f991326c037f8d8b6f8c3bf8bd5a1fe75a8c6529aa36f2cfe76”. For example, if we consider our previous example then it should be set as http://myserver/phpsentry/php/index.php . You can change anything you want here but make sure that freshdesk sends data to the same address where phpsentry library is installed so that phpsentry can receive it properly. Here is how it should look like:

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