Webhook Integration Guide: Thunai App with Freshdesk

To configure a Thunai application to trigger a webhook from Freshdesk upon ticket creation via automation rule, follow the steps below:

Step-by-Step Guide

1. Prepare the Webhook in Thunai

1. Go to the Thunai Dashboard → Application > MCP Tool

This will redirect you to the Create Custom App page.

• Click Create, then fill in the required fields:

• App Name
• Type: Select Event-Based
• (Optional: Add Description and Logo)

• After creating the application and enable the toggle then, add a webhook:

• Fill in the Webhook Name
• Set a Primary Key (this is a mandatory field used in the webhook payload)
• Define Webhook Fields in JSON format, related to the target application — for example, Freshdesk ticket creation:

{
  "ticket_id": "{{ticket.id}}",
  "subject": "{{ticket.subject}}",
  "description": "{{ticket.description}}",
  "priority": "{{ticket.priority}}",
  "status": "{{ticket.status}}",
  "requester_email": "{{ticket.requester.email}}"
}

1. Once added, you’ll have access to:
   • Webhook Name: freshdesk_ticket_create
   • Webhook CURL Endpoint
   • The JSON structure for the webhook fields (as shown above)

2. Create or Modify Freshdesk Automation Rule

1. Go to Freshdesk Admin → Workflows → Automations → Ticket Creation

Click on “New Rule” or Edit an existing rule

• Set the Trigger Conditions, e.g.:

• When → Ticket is → Created

• (Add other conditions if needed)

  Under Then Actions, select:

  Trigger Webhook

  Configure the webhook:

  Request Type: POST

  URL: Paste the Thunai Webhook URL

  Requires Authentication:

  • Use Freshdesk API key or username/password as required

    Add Custom Headers:

  • Fetch authorization details from:

    Thunai Dashboard → Settings → API Keys → API Secret & Key

  • Sample header format:

{
  "Content-Type": "application/json",
  "Authorization": "Basic <Base64Encoded_Auth_Key>"
}

• Encoding: JSON
• Content/Payload: Use the same JSON structure defined earlier

• Save the rule.

3. Test the Integration

• Create a test ticket in Freshdesk (with matching rule conditions)
• The webhook will be triggered automatically
• You can verify the webhook trigger from Thunai’s dashboard/logs

Voice/Chat Agent Integration

If this webhook is mapped to a Voice or Chat Agent (Workflow Version 3), then:

• While generating the flow, during application selection, this webhook can be selected
• Upon trigger, it will automatically start the agent workflow, executing the predefined conversation or logic