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Hello Freshdesk Community,

We are currently using Freshdesk to log and manage customer support tickets from our mobile application. Users can raise tickets via the app, and agents handle these tickets through the Freshdesk portal.

We aim to achieve the following:

  1. Real-time Updates:

    • Whenever an agent updates a ticket on Freshdesk, we want users to immediately receive a push notification on their mobile device.

  2. Displaying Ticket Conversations:

    • Users should be able to view detailed conversations and updates made by the agent directly within our mobile application.

    • Additionally, users should be able to respond or add further comments to the existing ticket thread from within the app.

Queries:

  • Does Freshdesk offer webhook support for triggering real-time notifications upon ticket updates by agents?

  • Can Freshdesk APIs provide sufficient details (e.g., ticket status, conversation history) to display and interact with tickets effectively in a mobile client application?

If anyone has experience implementing this type of functionality or has insights on best practices, your input would be greatly appreciated!

Thank you!

Yes, you can trigger a Webhook from Freshservice on an update of a ticket and it can include all the detailed from the ticket. 

 

You need to check out https://api.freshservice.com/ for more details. 

 

If you want help building out this functionality, give us a shout at the details below/ 

Hi ​@Kamakshi V . Hope you’re doing great.

 

Would you mind moving this thread accordingly, as it was intended for FreshDesk, but user ​@UserSasaiSupport posted it under FreshService? As a matter of fact, user is getting responses targeted to FreshService while user is asking for FreshDesk.

 

Regards,

Elvis

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