Integration Scope

• Open Ticket 

• Close Ticket 

• Re-Open Ticket 

1. Open Ticket

1.1 Create Contact 

To create a ticket, a contact must be created.

Please follow the below steps to create a contact on Freshdesk:

While creating the contact please make sure that the phone number is in the correct format, and the time zone is Riyadh.

1.2 Create Ticket

Please follow the below steps to open a ticket on Freshdesk:

Tickets → New → New Ticket 

Please fill in the required fields: 

• Contact

• Subject 

• Status

• Priority 

• Description 

After creating the ticket, you can see the ticket details and update the ticket as well. 

Once the ticket is created, it will directly send the SMS

2. Close Ticket

Please follow the below steps to close a ticket on Freshdesk:

Tickets → Ticket status → Close Ticket, you can also click on the ticket and close it from the ticket details.

3. Re-open ticket

Please follow the below steps to re-open a ticket on Freshdesk:

Tickets → Ticket status → Re-open Ticket, you can also click on the ticket and re-open it from the ticket details.

4. Taqnyat

To view the SMS message that was sent, please follow the steps below on Taqnyat: 

Manage SMS → Sent SMS → Message