The Azure DevOps & Freshdesk Integration app enables the agent without leaving their Freshdesk interface to Create Work Item, Connect Work Item, Comment Connected Work Items and View Work Items Discussion. APP: The APP gives a mobile view. There are two tabs. Home tab & Connect Work Item tab Home tab On the home page, there is an option to create the work item directly. There is a button given in the ticket sidebar app “+New Work Item”. +New Work Item - direct the users to the list of the work type. On clicking on the “+New Work Item” icon on the front/home page, the model will pop up where the user is provisioned to select the work type with respect to selected projects in the select option. Below is the screenshot for direct work Item creation. Connect Work Item tab - Freshdesk-AzureDevOps app support agent can connect an existing Azure DevOps Work Item# to the current Freshdesk ticket. The app allows the user to create or connect multiple work items to one Freshdesk ticket. Add Comments The Add Comments link in the app allows the user to create comments on all the connected Azure DevOps work items to the current Freshdesk ticket. Work Item Discussion In the Freshdesk-Azure DevOps app Work Item Discussion modal shows the details of work item history and the comments history to the current Freshdesk ticket. From the view link in the front / home page, the user directs to the modal where they can see the list of connected work items along with the filter option. Filter - User can filter the specific connected items with the keyword. On clicking the listed connected work items, the user can see the discussions of the respective work Item and also can add new comments to that particular work item.

1. Enter the Freshdesk Domain Name e.g. if your Freshdesk URL is https://test-example.freshdesk.com. Freshdesk Domain Name: test-example.freshdesk.com 2. Enter the Freshdesk API key as generated in the freshdesk account Reference link: https://support.freshdesk.com/en/support/solutions/articles/215517 3. Enter the Azure DevOps Domain Name e.g. if the Azure Devops URL is https://dev.azure.com/test Azure DevOps Domain Name: dev.azure.com/test 4. Enter the Access token. Reference link: https://docs.microsoft.com/en-us/azure/devops/organizations/accounts/use-personal-access-tokens-to-authenticate?view=azure-devops&tabs=preview-page 5. On clicking the Validate button, the app validates the credentials provided. 6. After the successful validation of the app, click on the Install button to install the app. 7. The app is ready to use on your Freshdesk Tickets.