Agents can create stories in Pivotal Tracker based on incoming tickets from Freshservice. Say, your new product is out on beta, every feedback the beta users give needs to be considered by the product managers and engineers. With this integration, when your beta users raise a bug or feature request in Freshservice, you can add it as a Pivotal Tracker story in the corresponding project.
Login to your support portal as an administrator.
Go to Admin > Service Desk Productivity > Apps
Search for Pivotal Tracker. Select it and click on Install. You will be taken to the app configuration page.
In the app configuration page, enter your Pivotal Tracker API (You can generate your API Token from your Pivotal Tracker under Profiles > API Token).
You can choose to get updates from Pivotal Tracker. So when there is an update on the story created in Pivotal Tracker, a private note gets added to the ticket (please note that is available only for incidents).
Click on the Enable button.
Now, when you open a ticket, the Pivotal Tracker widget will be available on the bottom right of the screen.
Creating stories with the Pivotal Tracker widget
When you want to convert a ticket created in your Freshservice portal into a story related to a project in Pivotal Tracker, click on Create story on the widget.
From your existing list of projects in Pivotal Tracker, choose the Project you want to create the story in.
The story can be a Bug, Feature, Chore or a Release based on the content of the ticket (Learn More).
You can edit the subject and description and give it more context, and click on Create when you are done.
You can see the list of stories associated with a ticket in the widget. You can click on a story to view its current status in the Project.
If you've chosen to get updates from Pivotal Tracker, all updates will be added as a private note to the corresponding ticket. This way, it will be easier to update the customer.