Integrate PDQ with Freshdesk (Freshworks)

If your IT team makes use of Freshdesk (a helpdesk ticketing system from Freshworks), you can make use of the official PDQ Connect Integration, which allows you to add a sidebar to your Freshdesk interface to take quick actions on a ticket requester's computer, directly from within Freshdesk, using the Connect API. 

Install the PDQ Connect Integration from the Freshdesk Marketplace

1. Log into your organization's Freshdesk tenant, which will have a URL similar to the following:
   https://[YOUR_ORG_GOES_HERE].freshdesk.com/a/
2. In the upper-right corner, click the Apps button, and then click Explore Marketplace Apps.
   
3. In the search bar, search for PDQ Connect, and locate the PDQ Connect Integration app. 
4. Click through to the app, and click Install. 
5. In the PDQ Connect Integration Configuration, enter the following information: 
   • Organization URL: Enter your organization (tenant) URL. This is the URL displayed when you are logged into Connect and on the Devices page:
     https://app.pdq.com/[YOUR_ORG_GOES_HERE]/devices
   • API Key: To generate an API key in PDQ Connect, click Settings (gear icon) | API keys, and then click Create API key. Click the button to copy it to the keyboard, and then paste it into the app configuration. 
     See PDQ Connect API for details. 
   • Matching Strategy: Choose between Logged-on User and Custom Field matching. Logged-on users matching strategy will extract the username from the requester's email (Freshdesk) and the last logged-on user/current logged-on user from PDQ Connect and see if there's an exact match. Custom Field matching allows you to choose which custom field from PDQ Connect you'd like to use to match the requester's email address.
   • Email Match Field ID: You will need to create a Custom Field, which will appear in the Custom Fields view on each device in your organization, and add the email address of the user to whom that device is assigned. 
     Enter the name of this custom field in the Email Match Field ID field in the app configuration, as we have done with the [camelCase] example below, emailAddress. 
     
      

•  

  The Email Match Field ID is case-sensitive, and must exactly match the name of the custom field where the user's email address will be stored:

  

1. In the PDQ Connect Integration Configuration window, click the Test Connection button.
2. (optional) If you wish to connect Freshdesk to any additional PDQ Connect tenants, click the Add Tenant button, and repeat steps 1-5 above. 
3. Click Install to complete the app installation. 

Use the PDQ Connect Integration to perform actions on a computer

• When a support ticket is submitted to your company's Freshdesk, the ticket requester's email address will be correlated with values that appear in the emailAddress custom field in Connect (or whatever custom field name you selected above). 
• If a computer has the requester's email address in the custom field, then that computer will appear in the PDQ Connect Integration app. 
  • If the user's email address appears in the custom field for more than one computer, then all such computers will be accessible from the PDQ Connect Integration app, via a dropdown.

Changelog

2.0.0

Added

• Workspace isolation for Freshservice. Install globally across the account or scope to a single workspace. Why? Larger Freshservice accounts can give each team its own PDQ scope, so one workspace's devices and credentials stay out of another's.
• Per-tenant configuration with persistence. Each PDQ Connect tenant carries its own URL, API key, and match settings, and edits to one tenant do not disturb another. Why? Run several PDQ environments side by side and change one without touching the rest.
• Customizable device fields. Choose which PDQ Connect fields appear on the ticket sidebar.
  Why? Agents see the fields they act on during triage instead of scrolling past ones they never use.
• Telemetry for product analytics. Why? Usage data shows which parts of the integration people rely on, so those are where the work goes next.

Fixed

• Larger environments no longer trip the Freshworks 50 req/sec rate limit.
• Renaming a tenant from configuration no longer produces a "Failed to fetch" error.
• The device list now resets when the agent switches between tickets.
• An edge case where the deploy target could change unexpectedly between selections.