TABLE OF CONTENTS

• Prerequisites
  • Ticket field setup
  • Automation Settings
• App Setup
  • Step - 1 (Account Setup)
  • Step - 2 (Freshdesk Setup)
  • Step - 3 (Youtube Setup)
• Limitation

Prerequisites

Ticket field setup

• Login to your Freshdesk account
• Goto Admin > Workflows > Ticket Fields.
• Create a custom Ticket field of type Dropdown with label review_type and add Youtube as an option.
• Create a custom Ticket field of type Single line text with label reviewid.
• Click the Save field.

⚠️ Note: The option for the Dropdown field review_type is case sensitive. So, make sure you're adding same option as mentioned above.

Ticket field review_type is shared by the other application like Google My Business & Playstore - Freshdesk for mint. So, if you've already created the field, just add the above option Youtube.

Automation Settings

An automation rule needs to be created to process the ticket reply and add it to Youtube. Please follow the below steps.

• Goto Admin > Workflows > Automations > Ticket Updates 

• Click on New Rule

• Complete the setup as shown in the image below

• Callback URL: https://fdgoogle.spritle.com/youtube/youtube_reply

• In the section On tickets with these properties, select - In Tickets > if review_type > Is > Youtube.
• Check Require authentication and select I have API key. Provide your Freshdesk API key in the API Key field.

• Select the below fields in the Content 

  1. Ticket ID

  2. Subject

  3. Description

  4. Last public comment

  5. Last private comment
  6. Group name
  7. Agent Name 
  8. Agent email
  9. review_type
  10. reviewid
  11. Triggered Event

• Click SAVE

App Setup

Step - 1 (Account Setup)

• Navigate to https://fdgoogle.spritle.com/

• Create a Youtube Integration account. If already created, log in with the same account.

Step - 2 (Freshdesk Setup)

• Provide your Freshdesk Subdomain and API Key and Authenticate your account.

⚠️ Please note that the API key provided here should match the one provided in the Automation rule. If it is different, the reply will not be added to the review.

• Please enter the default values for the mandatory fields (if any). These values will be applied to the ticket created by the application.
• And, click Save.

Step - 3 (Youtube Setup)

• The application requires an OAuth 2.0 client ID for authentication. Please follow the below steps for creating a client ID in the console:

  • Go to the Google Cloud Platform Console.

  • From the projects list, create a new Project.

• If the APIs & services page isn't already open, open the console left side menu and select APIs & services.
• Go to Library and enable YouTube Data API v3.

• Go to the Google API Console OAuth consent screen page.
• Add required information like a product name and support email address.
• Click Add Scope. Add the scope YouTube Data API v3 - .../auth/youtube.force-ssl.
• Set the User type as Internal
• On the left, click Credentials.
• Click New Credentials, then select OAuth client ID

                    Type: Web Application

                    Redirect URL: https://fdgoogle.spritle.com/youtube/oauth

• Click Create client ID

• Download the credentials (JSON file)

• Upload the downloaded JSON file in the YouTube integration - https://fdgoogle.spritle.com/userDashboard/google_authentication

• Click Authorize/Re-Authorize.

• Authorize the application by allowing it to access required information when prompted

• And then, you can add a YouTube video/channel by proving the URL as below

  • Video URL: https://www.youtube.com/watch?v=I0JlneHHGv8

  • Channel URL: https://www.youtube.com/channel/UCxowF8ojFjxPuWMgQN63uoA

• Click Add Video 

The application will fetch new reviews every 5 minutes and add the same in Freshdesk.

Limitation

• The maximum number of videos/channels that can be integrated will vary depending on your Freshdesk plan. Refer to the below table,

• Maximum 20 reviews/videos will be fetched from Youtube every 5 minutes.