Skip to content

Helpdesk Connectivity

If you have a licence for Helpdesk Connectivity, you can configure a connection to your helpdesk system to use the Mercury Helpdesk Web Part to show tickets from your helpdesk system in your Mercury Intranet.

Note

Currently, this feature only supports the following Helpdesk systems:

  • Freshdesk
  • Freshservice
  • ServiceNow
  • TopDesk
  • ZenDesk

FreshDesk & Freshservice

In order to configure Freshdesk or Freshservice, set your domain as the account id, e.g.

If your Freshdesk or Freshservice domain is https://contoso.freshdesk.com or https://contoso.freshservice.com, then your account id is contoso.

An administrator's Personal Access Token is used as the API Key.

ServiceNow

The ServiceNow connection will return tickets from the incidents table in your ServiceNow instance.

In order to set up ServiceNow, please configure the following steps.

Full description of how to set this up can be found here: Inbound REST API Keys.

Inbound Authentication Profile

Set up a new Inbound Authentication Profile with Create API Key authentication profiles.

Set the Auth Parameter to use Auth Header for x-sn-apikey.

Create REST API Key

Create a new REST API Key and choose a user that has basic read access to all incidents. You may consider creating a dummy user with no UI access but with basic read on all incidents.

Note

Once saved, retrieve the Token value and add this as the API Key value in MyMercury Helpdesk Configurations.

Use the domain of your ServiceNow instance as the account id.

API Access Policy

Create a new REST API Access Policy for the Table API REST API.

Choose the authentication profile created above for the Authentication Profiles.

TopDesk

Follow the instructions on this page to retrieve an application password. Enter your username in the API Username field, and the application password in the API Key field.

The Account ID is your Topdesk subdomain. E.g. if your ZenDesk URL is https://contoso.topdesk.net, then the Account ID is contoso.

ZenDesk

Follow the instructions on this page to generate an API Token. Enter your username in the API Username field, and the API Token in the API Key field.

The Account ID is your ZenDesk subdomain. E.g. if your ZenDesk URL is https://contoso.zendesk.com, then the Account ID is contoso.

Test

Once the Token from the REST API Key and the Domain is added is the Account ID in MyMercury Helpdesk Configurations, the connection set as ServiceNow, and the connection marked as Active, save all settings then hit the Test button to attempt to fetch tickets assigned to the current user (you, logged in).

If successful, the table will populate with incidents assigned to you. If you have no assigned incidents, the table may no show but you will still have a "Success" message appear in a toast notification in the bottom right.

Any errors with the connection will be reported in an error toast popup in the bottom right.