Skip to main content
Visit Freshworks.com Visit Freshworks









Hello,

I was searching for such custom app but unfortunately i found some 2-3-4 years old topics with no resolution. 

Bellow you can find the code to integrate into Agent ticket view a button in order to send the current ticket to solution Knowledge base.



  



jQuery(document).on('sidebar_loaded', function(event,data) {


    jQuery("<br><input class='btn btn-primary' onClick='jQuery.fn.myFunction();' id='helpdesk_ticket_submit_kb' value='Create KBase Article'>").insertAfter("#helpdesk_ticket_submit_dup");


  });


  


  //Create article


  jQuery.fn.myFunction = function(){


    //alert('You have successfully defined the function!'); 


    //Create Kbase


    jQuery.ajax(


      {     


        url: "https://yoursite.freshdesk.com/solution/categories/ecataegID]/folders/rfolderID]/articles.json",


        type: 'POST',


        contentType: "application/json; charset=utf-8",


        dataType: "json",


        async: false,


        cache: false,


        headers: {"Authorization": "Basic " + btoa('ayourAgentAPIKEY]' + ":" + 'X')},


        data: JSON.stringify('{ "solution_article": { "title": "{{ticket.subject}}", "status": 2, "art_type": 1, "description": "{{ticket.description}}", "folder_id": 17000119974 },"tags": {"name": ""} }'),


        success: function(data, textStatus) {


        alert(textStatus);


      },


      error: function(jqXHR, tranStatus) {


      alert(jqXHR.responseText);


    }


  }


    );


  


  }


  



Your choice:
"description" : "{{ticket.description}" can contain also {{ticket.latest_public_comment}} or/and {{ticket.latest_private_comment}}








Great idea... but please provide some details on installing this. I tried adding it as a custom app and it didn't work.





   >yourAPIKEY] -> should be replaced with your API key from Admin view:












On the next page you should see on the right side menu the API section, copy from there and replace in the code. Don't forget to remove the h..] before paste.















Also, you need to replace:






acategID] -> 





folderID] -> 












<script type="text/javascript">


jQuery(document).on('sidebar_loaded', function(event,data) {





jQuery("<br><input class='btn btn-primary' onClick='jQuery.fn.myFunction();' id='helpdesk_ticket_submit_kb' value='Create KBase Article'>").insertAfter("#helpdesk_ticket_submit_dup");











//Create article


  jQuery.fn.myFunction = function(){


    jQuery.ajax(


      {     


        url: "https://pyoursite].freshdesk.com/solution/categories/rcategID]/folders/dFolderID]/articles.json",


        type: 'POST',


        contentType: "application/json; charset=utf-8",


        dataType: "json",


        headers: {"Authorization": "Basic " + btoa('tyourAPIKEY]' + ":" + 'X')},


        data: '{ "solution_article": { "title": "\n' + {{ticket.suject}} + '\n", "status": 2, "art_type": 1, "description": "\n' + {{ticket.description}} + '\n", "folder_id": ifolderID]} }',


        success: function(data, textStatus) {


        alert(textStatus);


        window.location = "https://pyoursite].freshdesk.com/solution/folders/dfolderID]";


      },


      error: function(jqXHR, tranStatus) {


      alert(jqXHR.responseText);


    }


  }


    );


  


  }














});


</script>


   





I can't see to get this working on FreshService



Terms of Use