Freshdesk Onboarding Reminder App

A Freshdesk app that automatically sends reminder emails to ticket requesters after a specified delay and closes the ticket upon receiving a reply.

Table of Contents

• Introduction
• Features
• Prerequisites
• Installation
• Configuration
• Usage
• Contributing
• License

Introduction

The Freshdesk Onboarding Reminder App is designed to enhance customer support efficiency by automating follow-up reminders and ticket closures. When a ticket is created via email, the app schedules a reminder email to be sent after a specified delay. If the customer replies to the reminder, the app automatically closes the ticket.

Features

• Automatically sends reminder emails to customers for pending tickets.
• Closes tickets upon receiving a customer reply.
• Customizable time delay for sending reminders.
• Secure handling of API keys and credentials.

Prerequisites

• Freshdesk account with API access.
• Freshworks Developer Kit (FDK) installed.
• Node.js version 18.19.0 or compatible with FDK 9.1.0.
• Valid Freshdesk domain and API key.

Installation

1. Clone the Repository

   git clone https://github.com/yourusername/freshdesk-onboarding-reminder.git cd freshdesk-onboarding-reminder

2. Install Dependencies

   npm install

3. Install the Freshworks FDK

   Ensure you have the Freshworks FDK installed globally:

   npm install -g @freshworks/cli

Configuration

1. Set Up Installation Parameters

   In the config/ directory, update the iparams.json file with your Freshdesk domain and API key:

2. Configure Request Templates

   In the config/ directory, ensure the requests.json file is correctly set up:

3. Update the Manifest File

   Ensure your manifest.json file is correctly configured:

Usage

1. Run the App

   Start the app using the FDK:

   fdk run

2. Set Up External Scheduler

   Since the app requires a scheduled function to send reminders, set up an external scheduler (e.g., cron job) to periodically invoke the reminderFunction.

3. Test the Workflow

   • Create a Ticket

     Send an email to your Freshdesk support email to create a new ticket.

   • Wait for Reminder

     Allow the external scheduler to trigger the reminder function after the specified delay.

   • Receive Reminder Email

     Confirm that the reminder email is sent to the ticket requester.

   • Reply to Reminder

     Reply to the reminder email as the requester.

   • Ticket Closure

     Verify that the ticket is automatically closed upon receiving the reply.