Freshdesk Integration

This guide explains how to send Freshdesk support ticket events as goal events to ABsmartly using Freshdesk Automation Rules. This allows you to track support ticket creation as a metric in your experiments — for example, to measure whether a new feature reduces or increases support requests.

Prerequisites

1. ABsmartly account with access to the Web Console and a valid SDK API Key. API Keys can be created under Settings > API Keys in the ABsmartly Web Console.
2. Freshdesk account with Admin access to create automation rules.
3. A unit type (e.g. user_id or email) that is shared between your ABsmartly experiments and your Freshdesk tickets so that events can be attributed to the correct user.

Step 1 — Create an Automation Rule with a Webhook

1. In Freshdesk, go to Admin > Workflows > Automations.
2. Select the Ticket Creation tab (or Ticket Updates if you want to trigger on updates).
3. Click New Rule.
4. Give the rule a name, for example: Send ticket to ABsmartly.
5. Under Conditions, configure when the rule should fire. For example, to fire on every new ticket, you can leave the default conditions or add specific filters.
6. Under Actions, select Trigger Webhook.
7. Configure the webhook:
   • Request Type: POST
   • URL: Your ABsmartly Collector endpoint followed by /context/publish. For example: https://your-subdomain.absmartly.io/v1/context/publish
   • Requires authentication: Toggle on, and enter your ABsmartly SDK API Key.
   • Custom Headers (add each on a separate line):

     X-API-Key: YOUR_ABSMARTLY_API_KEY
     X-Application: www
     X-Application-Version: 0
     X-Environment: production
     X-Agent: freshdesk-webhook
8. Select Encoding: JSON.
9. Select Advanced content mode to write a custom JSON body.
10. Enter the following payload:

{
  "publishedAt": "{{ticket.created_at_with_timestamp}}",
  "units": [
    {
      "type": "email",
      "uid": "{{ticket.contact.email}}"
    }
  ],
  "goals": [
    {
      "name": "freshdesk_ticket_created",
      "achievedAt": "{{ticket.created_at_with_timestamp}}",
      "properties": {
        "ticket_id": "{{ticket.id}}",
        "subject": "{{ticket.subject}}",
        "priority": "{{ticket.priority}}",
        "status": "{{ticket.status}}"
      }
    }
  ]
}

11. Click Save.

info

The X-Application and X-Environment values must match existing entries in your ABsmartly Web Console under Settings > Applicationsand Settings > Environments.

tip

Adjust the units type and value to match the unit type you use in your ABsmartly experiments. For example, if your experiments use a user_id unit, you may need to use a custom Freshdesk contact field that contains the user ID.

Step 2 — Create the Goal in ABsmartly

1. In the ABsmartly Web Console, go to Settings > Goals.
2. Create a new goal named freshdesk_ticket_created (matching the name in the webhook payload).
3. You can now use this goal as a metric in any of your experiments.

Available Freshdesk Placeholders

You can use Freshdesk placeholders in the webhook payload to dynamically include ticket data. Some useful ones:

Placeholder	Description
{{ticket.id}}	The ticket ID
{{ticket.subject}}	The ticket subject
{{ticket.contact.email}}	The requester's email address
{{ticket.contact.name}}	The requester's name
{{ticket.priority}}	The ticket priority
{{ticket.status}}	The ticket status
{{ticket.company.name}}	The associated company name
{{Triggered event}}	The name of the event that triggered the rule

Tracking Different Ticket Events

You can create multiple automation rules to track different types of events as separate goals:

• Ticket resolved — Create a rule under Ticket Updates with the condition Status changes to Resolved, goal name: freshdesk_ticket_resolved.
• High-priority ticket — Add a condition Priority is Urgent, goal name: freshdesk_urgent_ticket_created.
• Ticket assigned to group — Trigger when a ticket is assigned to a specific group, goal name: freshdesk_ticket_escalated.

info

Freshdesk automation webhooks are rate-limited to 1,000 calls per hour. Failed requests are automatically retried every 30 minutes for up to 48 attempts.

Verifying the Integration

1. Create a test ticket in Freshdesk from a contact whose identifier (e.g. email) is also being tracked in an ABsmartly experiment.
2. Check the ABsmartly Web Console under the experiment's goals to verify that the freshdesk_ticket_created event was received.
3. In Freshdesk, check the automation rule's activity log to confirm the webhook was triggered.

If you have any issues setting up the Freshdesk integration, please contact us at [email protected].