Freshdesk Onboarding Reminder App

A Freshdesk app that automatically sends reminder emails to ticket requesters after a specified delay and closes the ticket upon receiving a reply.

Table of Contents

Introduction
Features
Prerequisites
Installation
Configuration
Usage
Contributing
License

Introduction

The Freshdesk Onboarding Reminder App is designed to enhance customer support efficiency by automating follow-up reminders and ticket closures. When a ticket is created via email, the app schedules a reminder email to be sent after a specified delay. If the customer replies to the reminder, the app automatically closes the ticket.

Features

Automatically sends reminder emails to customers for pending tickets.
Closes tickets upon receiving a customer reply.
Customizable time delay for sending reminders.
Secure handling of API keys and credentials.

Prerequisites

Freshdesk account with API access.
Freshworks Developer Kit (FDK) installed.
Node.js version 18.19.0 or compatible with FDK 9.1.0.
Valid Freshdesk domain and API key.

Installation

Clone the Repository

git clone https://github.com/yourusername/freshdesk-onboarding-reminder.git cd freshdesk-onboarding-reminder
Install Dependencies

npm install
Install the Freshworks FDK

Ensure you have the Freshworks FDK installed globally:

npm install -g @freshworks/cli

Configuration

Set Up Installation Parameters

In the config/ directory, update the iparams.json file with your Freshdesk domain and API key:
Configure Request Templates

In the config/ directory, ensure the requests.json file is correctly set up:
Update the Manifest File

Ensure your manifest.json file is correctly configured:

Usage

Run the App

Start the app using the FDK:

fdk run
Set Up External Scheduler

Since the app requires a scheduled function to send reminders, set up an external scheduler (e.g., cron job) to periodically invoke the reminderFunction.
Test the Workflow
- Create a Ticket
  
  Send an email to your Freshdesk support email to create a new ticket.
- Wait for Reminder
  
  Allow the external scheduler to trigger the reminder function after the specified delay.
- Receive Reminder Email
  
  Confirm that the reminder email is sent to the ticket requester.
- Reply to Reminder
  
  Reply to the reminder email as the requester.
- Ticket Closure
  
  Verify that the ticket is automatically closed upon receiving the reply.

freshworks-developers/workflow-automation-serverless

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