Freescout¶
Category: Ticketing | Version: 1.0.0 | Connection: direct or via Proxy
What is this module for?¶
The Freescout module connects your Freescout helpdesk to Tevyra. It synchronizes your tickets, mailboxes, agents, and clients. You can also create, assign, and manage tickets directly from Tevyra.
Before you start¶
To configure this module, you will need:
- The URL of your Freescout instance (HTTPS recommended)
- A Freescout API key (see guide below)
Configuration¶
Parametres requis¶
| Parametre | Type | Description |
|---|---|---|
url | url | URL de l'instance Freescout |
api_key | secret | Clé API Freescout (Manage > API Keys) |
Parametres optionnels¶
| Parametre | Type | Defaut | Description |
|---|---|---|---|
verify_ssl | boolean | True | Vérifie les certificats SSL |
sync_closed_tickets | boolean | False | Synchronise aussi les tickets fermés |
sync_days_back | integer | 30 | Nombre de jours de tickets à synchroniser |
Example configuration¶
{
"url": "https://support.company.com",
"api_key": "your-freescout-api-key",
"verify_ssl": true,
"sync_closed_tickets": false,
"sync_days_back": 30
}
Get the API key¶
- Log in to your Freescout instance as an administrator
- Go to Manage > API Keys
- Click New API Key
- Copy the generated key and paste it into the module configuration
Collected data¶
Once activated, the module automatically synchronizes the following data:
| Type d'asset | Description |
|---|---|
freescout_ticket | Tickets de support |
freescout_mailbox | Boîtes mail de support |
freescout_user | Agents / utilisateurs Freescout |
freescout_customer | Clients / contacts |
Default sync interval: 5 minutes
Available actions¶
From the Tevyra interface, you can perform the following actions:
| Action | Description |
|---|---|
freescout.create_ticket | Crée un nouveau ticket de support |
freescout.update_ticket | Met à jour un ticket existant |
freescout.assign_ticket | Assigne un ticket à un agent |
freescout.close_ticket | Ferme un ticket |
freescout.add_note | Ajoute une note interne à un ticket |
freescout.add_reply | Envoie une réponse au client |
Indicators¶
The dashboard displays the following indicators:
| Indicator | Description |
|---|---|
tickets_open | Number of open tickets |
tickets_pending | Number of pending tickets |
tickets_closed_today | Tickets closed today |
avg_response_time | Average response time |