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Azure DevOps On-Premise Integration for Freshdesk

Modified on: Sun, 5 Sep, 2021 at 3:09 AM
Learn how to integrate your Freshdesk  with the Azure DevOps on-premise application

Who can use this feature? 

    All Users and Admins (Admins also have permissions to manage the integration from the admin dashboard)


About the Azure DevOps Integration On-Premise Integration

    Integrating Freshdesk with Azure DevOps (On-Premise) or (Cloud) both enables you to link Azure DevOps work items Bug, Epic, Issue, Feature, Task, Product Backlog Work Item and custom work item types with Freshdesk.  Any updates on the linked Azure DevOps work items Bug, Epic, Issue, Feature, Task, Product Backlog Work Item and custom work item types will automatically update the progress of linked Freshdesk tickets. This makes for a powerful setup because it ensures your Freshdesk ticket process is not waiting on manual check-ins and any progress is updated real-time on Freshdesk tickets. 


In this article: 

  • Connect Azure DevOps On-Premise to your Freshdesk account 

  • How to install and setup the Azure DevOps Integration for Freshdesk app

  • Using the Azure DevOps  integration in Freshdesk

  • Syncing data from Azure DevOps to Freshdesk




Connect the Azure DevOps On-Premise App to your Freshdesk account

1. Generate the Freshdesk token by referring to the following link. https://support.devopsintegration.io/support/solutions/articles/82000451474-how-to-generate-freshdesk-api-token-key 

2. Generate the Azure DevOps token by referring to the following link https://support.devopsintegration.io/support/solutions/articles/82000451379-how-to-create-azure-devops-authentication-token 3. Click on the install button in the Freshdesk apps. 

3. Enter the Freshdesk URL e.g. if your Freshdesk URL is https://xyz.freshdesk.com


4. Enter the Freshdesk API key as generate in the first step. 


5. Enter your Azure DevOps account URL and the token as generated in the second step. 

6. Click on validate to validate the app. 


7. After the app validated successfully click on the Install button to install the app. 

8. Go to any of your Freshdesk tickets to use the app.




How to install and setup the Azure DevOps Integration for Freshdesk app


Click to Install Freshdesk Azure DevOps Integration App

 Freshdesk - Azure DevOps Integration app Installation guide

In order to use the DevOps integration app Freshdesk - Azure DevOps app on Freshdesk respectively user need to create the Azure DevOps personal access token and Freshdesk API access token in order to use the integration app.

Freshdesk Azure DevOps Integration App


Follow below article steps to create the new Azure DevOps personal access token

How to create Azure DevOps authentication token


Follow below article steps to get the Freshdesk API access token

How to generate Freshdesk API token key


Follow below steps on how to install the Freshdesk - Azure DevOps integration app

1.Login to your Freshdesk account with admin credentials 

2. Click settings (admin) icon on the left navigation bar 


3. Search for the Apps in the search field 

4. Click on Get More Apps button.

5. Search for "Freshdesk - Azure DevOps Integration" app

6. Click on "Install" button to install the app.

7. Enter the Freshdesk URL, Freshdesk API token, Azure DevOps Url, Azure DevOps personal access token as shown in screenshot.

8. Click on Validate button to validate the app.

9. Once the app is validate successfully click on Install button to install the app.

10. You can now go to any of your Freshdesk ticket to start using the app.


Using the Azure DevOps  integration in Freshdesk


Freshdesk - Azure DevOps Integration app usage guide

In order to use the DevOps integration app Freshdesk - Azure DevOps app on Freshdesk respectively user need to create the Azure DevOps personal access token and Freshdesk API access token in order to use the integration app.

Follow below article steps to create the new Azure DevOps personal access token

How to create Azure DevOps authentication token


Follow below article steps to get the Freshdesk API access token

How to generate Freshdesk API token key

Follow below article steps to install the Freshdesk Azure DevOps app

Freshdesk - Azure DevOps Integration app Installation guide


Follow below steps on how to use the Freshdesk - Azure DevOps integration app

1. Login to your Freshdesk account with your login credentials

2 Create a new ticket in Freshdesk or go to any existing ticket.

3. You will see the Freshdesk - Azure DevOps Integration app on the right side of your ticket.

4. In the Freshdesk - Azure DevOps integration app there are certain options we are providing.

    a. Create New Work Item

    b. Link Work Item.

    c. Notify Linked Work Items.

    d. Work Item Log

    e. Configure App

    f. Unlink Work Item.


About Freshdesk - Azure DevOps Integration App:



Freshdesk - Azure DevOps Integration App simple integration between Freshdesk and Azure DevOps. Suppor agents using this app can Create, link, notify Azure DevOps work items. You can Collaborate your support team and developers at one place.


Freshdesk-Azure DevOps app allows the support agents to create Azure DevOps work items from Freshdesk apps form. Freshdesk-Azure DevOps app also allows support agents to link existing Freshdesk tickets to an existing Azure DevOps work items. In addition, Freshdesk-Azure DevOps app allows support agents to help notify the Azure DevOps team, by sending comments from Freshdesk support. 


We also support customization based on customer request and tailored to your needs! We bring Azure DevOps closer to your business requirements!


The Freshdesk-Azure DevOps app provides couple of options like Create Work Item, Link Work Item, Notify , Work Item Log & Configure App


Create Work Item:

    The Create Work Item lets the user to create new work item # in Azure DevOps from Freshdesk, support agent can select type of work item he/she want to create like Bug, Epic, Feature, Task, User Story etc. Based on the work item type selection he will see all the Azure DevOps fields. The User can make the selection and click on Create button which would create work item in Azure DevOps and then display the corresponding Azure DevOps work item Id in the App.   



Link Work Item:

    Using this button in Freshdesk-DevOps app support agent can link an existing Azure DevOps Workitem # to current Freshdesk ticket. Freshdesk-Azure DevOps app allows the user to create or link multiple work items to one Freshdesk ticket. 


Notify:  

    Notify button in Freshdesk-Azure DevOps app allows the support agent to notify all the linked Azure DevOps work items to current Freshdesk ticket these will show up as comments in Azure DevOps. 


Work Item Log:

    In the Freshdesk-Azure DevOps app Work Item log modal shows you couple of details of work item history including the comments history to current Freshdesk ticket.  


Configure App:

    This will help to map certain fields between Freshdesk and Azure DevOps.


Syncing data from Azure DevOps to Freshdesk


Syncing of Comments, Status and Attachments from Azure DevOps to Freshdesk

In order to use the Azure DevOps Syncing of Comments, Status and Attachments to Freshdesk please contact support@devopsintegration.io. They will walk you through the Syncing setup guide.

We are providing the few types of syncing of comments from Azure DevOps:-

1. Syncing of all comments from Azure DevOps to (Freshdesk).

2. Syncing of tag based comments from Azure DevOps to (Freshdesk).

3. Posting comment to  Freshdesk as Public or Private tag based.


  1. Syncing of all comments from Azure DevOps


    This will let sync all the comments from Azure DevOps to Freshdesk. It will sync every comment you posted in Azure DevOps to linked tickets in Freshdesk.



Comment syncing with inline images



Syncing Attachments from Azure DevOps to Freshdesk


Syncing of Status from Azure DevOps to Freshdesk.


  2. Syncing of tag based comments from Azure DevOps

    This will let sync only comments based on condition that you specified in the hook from Azure DevOps to Freshdesk. It will not sync every comment you posted in Azure DevOps to linked tickets in Freshdesk. The condition will be something like @zd or @sync for Freshdesk respectively.


  3. Posting comment to Freshdesk as Public or Private tag based.

    If you use tag @customernote in the comments in the Azure DevOps then it will be added to Freshdesk as Public comment. If there is no tag @customernote in the ADO comments then this will be posted as Private Comment in the Freshdesk.

For any questions please drop an email to support@devopsintegration.io


Azure DevOps TFS Freshdesk TFS Integration ADO TFS Integration Freshdesk ADO TFS Integration Azure DevOps On-Premise ADO On-Premise

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