This integration allows agents and users to browse for files from their OneDrive and link files as a part of tickets on Freshservice easily. Ensure that all the relevant information is attached to the ticket to add context for the requester and other collaborators


Key features of the Freshservice and OneDrive integration allow teams to:

  • Attach files from OneDrive directly to the ticket or the conversation thread

  • Securely add files to provide additional context for tickets on Freshservice

  • Bypass file size limitations and send large files with ease by adding them as links rather than as attachments


Prerequisites


The following are the prerequisites for installing Zoom Phone integration with Freshservice.


1. Admin-level access for the Freshservice account
2. The Client ID of the OneDrive account to be synced. Please refer to the steps mentioned here to get the OneDrive Client ID


Installation and Setup


The setup here has two parts. One is installing the app on Freshservice and the other part is to configure permissions on OneDrive to ensure the files can be accessed and linked from Freshservice.


OneDrive permissions configuration


  1. Register a new app in Azure portal
  2. Supported account types - Accounts in this organizational directory only
    Redirect URI (optional) - choose Single-page application (SPA)
    Set the redirect uri as<your domain> + '/auth/onedrive/callback
      eg: https://freshworld-walker.freshgenie.com/auth/onedrive/callback
  3. Inside the Implicit grant and hybrid flows - check both Access tokens (used for implicit flows) & ID tokens (used for implicit and hybrid flows)
  4. Inside the Api permission:
    Add Files.Read.All, Sites.Read.All, Leave User.Read for Graph delegated permissions
    Add AllSites.Read, MyFiles.Read for SharePoint delegated permissions
  5. Copy the client id from the over section and paste it while installing in Freshserivce


Freshservice installation and setup


  1. Go to Settings -> Admin and search for Apps. Click on the Apps section. 
  2. Once the marketplace opens, search for OneDrive. Click on it to open the app details page. Click on Install. It will take you to the configuration section.
  3. Add your OneDrive Client ID. Please refer to the steps mentioned here to get the OneDrive Client ID. Click Enable.
  4. The setup is complete, and the OneDrive files can be linked to Freshservice.


Adding OneDrive files to Freshservice


To attach a file from OneDrive:


  1. Click on the OneDrive icon in the text editor.
  2. If you are using the app for the first time, you will prompted to sign in to the OneDrive account from which you want to attach files. Also, users would need to re-authenticate with their OneDrive account if they refresh the page.
  3. After signing in to the required account, click Allow to permit Freshservice to access your OneDrive account.
  4. Navigate to the required file among the available files and folders
  5. Choose the file or folder and click on Select to add it as an attachment. You can add multiple attachments in one go by choosing all the files before clicking Select