Before You Begin
We assume that all customer interactions are handled via Freshservice. If that is not the case, please talk to the Stella Connect team before starting the integration process.
Connect requests can only be sent if:
The team member has an approved Stella Connect profile.
An email address is associated with the customer’s record
A member of your team is assigned to the case when it is Resolved.
This can be handled manually by your team as tickets are created and Resolved. You can also configure your Freshservice account to assign ticket ownership automatically.
This example assigns an agent when the ticket is closed.
Navigate to Freshservice:
Admin -> Helpdesk Productivity -> Workflow Automator -> New Automator = Ticket
Title: Assign agent when a ticket is Resolved
Event (Performed by Anyone): Ticket status changed from Any Status to Resolved or Closed
Condition (Match all conditions): Agent is None
Action (Yes + Ticket): Assign to Agent and Event Performing Agent
Activate
Step One: Retrieve Stella Connect Freshservice Test Credentials
Testing the Freshservice integration begins with your company designating a test email address that will be used for testing the Freshservice Connect integration. All surveys will be delivered to this address while using the test key.
Once you enter the API test email address in the Integrations section of the settings page, your credentials will appear.
Retrieve your test credentials on the Integrations page.
Testing ends when the survey is delivered. You can step through the consumer experience selecting stars, commenting, etc. There is no response collection while using the test keys.
Step Two: Configure the Stella Connect Freshservice Triggers
Create a Workflow Ticket Automator and exclude the channels that you do not want to integrate.
Please inform your client service manager of the Freshservice Sources/Channels you will be using. As Freshservice passes names differently e.g. Email (not email) they will go ahead and set them up in Stella Connect for you.
All Channels
Navigate to Freshservice:
Admin -> Helpdesk Productivity -> Workflow Automator -> New Automator = Ticket
{ "employee": { "email": "#{{ticket.agent.email}}" }, "channel": "#{{ticket.source}}", "customer": { "name": "#{{ticket.requester.name}}", {% assign customer_email = ticket.from_email | strip %}"email":{% if customer_email and customer_email != "" %}"#{{customer_email}}"{% else %}"no_email"{% endif %} }, "ext_interaction_id": "#{{ticket.id}}", "do_not_send": "#{{ticket.do_not_send_stella_connect_request}}", "external_url": "#{{ticket.url}}", "tags": ["#{{{ticket.ticket_type}}", "#{{ticket.category_def}}", "#{{ticket.sub_category_def}}"]}Activate
Optional Customization
Do Not Send
Although we recommend that all interactions receive a Stella Connect request, there may be some instances in which you do not want to send one. You can establish a custom exclusion rule within your company’s Freshservice account.
NOTE: You do not have to establish an exclusion rule in order to limit the number of Connect requests that a customer receives within a specified time period. That “suppression period” can be set on the “Experience” page within the Stella Connect Admin.
Create “Do not Send Stella Connect request” checkbox
Navigate to: Admin > General Settings > Form Fields > Ticket Fields > Checkbox
Drag and position on your ticket and Save
Navigate to Admin > Helpdesk Productivity > Scenario Automations > New Rule
Scenario Name: “Do not send Stella Connect request” (or another name that you will remember).
Set your Actions logic
Specify the conditions that must be met for Freshservice to exclude a ticket from receiving a Stella Connect request.
Ensure that the “Exception” rule created is ordered above the “Send” Stella Connect Request rule in your rule list.
This is an example of selecting the Do not send Stella Connect Request checkbox when a certain Category is used on a ticket.
Multiple Brands
If your Stella Connect account is set up with multiple brands, you'll need to use the following payload to include the brand for which that interaction took place in. This example uses the email channel and a custom field set up on the ticket called brand.
{ "employee": { "email": "#{{ticket.agent.email}}" }, "channel": "#{{ticket.source}}", "customer": { "name": "#{{ticket.requester.name}}", {% assign customer_email = ticket.from_email | strip %}"email":{% if customer_email and customer_email != "" %}"#{{customer_email}}"{% else %}"no_email"{% endif %} }, "brand": "#{{ticket.brand}}", "ext_interaction_id": "#{{ticket.id}}", "do_not_send": "#{{ticket.do_not_send_stella_connect_request}}", "external_url": "#{{ticket.url}}", "tags": ["#{{{ticket.ticket_type}}", "#{{ticket.category_def}}", "#{{ticket.sub_category_def}}"]}Multiple Languages
If your Stella Connect account is set up with multiple languages, you'll need to use the following payload to include the language that interaction took place in. This example uses the email channel and the ticket requester locale.
{ "employee": { "email": "#{{ticket.agent.email}}" }, "channel": "#{{ticket.source}}", "customer": { "name": "#{{ticket.requester.name}}", {% assign customer_email = ticket.from_email | strip %}"email":{% if customer_email and customer_email != "" %}"#{{customer_email}}"{% else %}"no_email"{% endif %} }, "language": "#{{ticket.requester.locale}}", "ext_interaction_id": "#{{ticket.id}}", "do_not_send": "#{{ticket.do_not_send_stella_connect_request}}", "external_url": "#{{ticket.url}}", "tags": ["#{{{ticket.ticket_type}}", "#{{ticket.category_def}}", "#{{ticket.sub_category_def}}"]}
Step four: Moving to Production
Navigate to: Admin > Helpdesk Productivity > Workflow Automator > Ticket Send Stella Connect Request
Select Change password and paste Production Key from: https://domain.stellaconnect.net/admin/company/api
In Connect (https://domain.stellaconnect.net/admin/company/api) switch Integrated Channel to “On”. This example integrates the Chat and Email channels only. The Phone channel will remain in manual mode.
