Freshdesk

Reward agents when they resolve certain support cases or acknowledge a patient customer.

Follow the steps below to send rewards to Agents or Customers.

For more information refer to the Freshdesk documentation.

Prerequisites

• An existing promotion with a token.

Step 1: Create an automation rule

Open Admin section and choose Workflows > Automation. Select Ticket Updates and click "New rule".

Step 2: Customize the automation rule

Enter the ticket conditions for when a Perk Exchange reward should be given. Next, under Perform these actions, select Trigger webhook.

1. Request type: POST

2. URL: https://perk.exchange/api/perks

3. Select Add custom header and enter { "x-perk-token": "AAAAAAAAAA" } where AAAAAAAAAA is your promotion token.

4. Encoding: JSON

5. Content: Advanced

   • To reward a ticket agent:{ "email": "{{ticket.agent.email}}" }

   • To reward a requester: { "email": "{{ticket.requester.email}}" }

6. Click Preview and save. Confirm the automation and click Save.

The automation is active.

NOTE: Additional placeholders like ticket.agent.email are documented online.