Azure DevOps Plugin with Insights
Verified by FreshworksAzure DevOps Plugin with Insights allows to Create, Connect, Comment, Sync Discussions & Status
Published by IdentifYou(about 4 days ago)
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
The Azure DevOps Plugin with Insights app streamlines agent workflows directly within the Freshdesk interface, offering essential features such as work item creation, connection commenting, history viewing, and synchronized status and conversation tracking between platforms.
Key Features:
Work Item Synchronization: Comments made in connected Azure DevOps work items automatically appear as private notes within the corresponding Freshdesk ticket. Similarly, any status updates in Azure DevOps are reflected as private notes in Freshdesk, ensuring synchronized visibility across both platforms.
User-Friendly Interface: The app offers a mobile-optimized interface with two main tabs—Home and Connect Work Item—for easy navigation and quick access to features.
Tabs & Functionalities
Home Tab:
On the home page, agents can initiate work items directly from within Freshdesk. A "New Work Item" button in the ticket sidebar opens a list of available work types. When clicked, this button launches a modal where users can select the project and work type for the new work item.
Connect Work Item Tab:
Agents can connect existing Azure DevOps work items to any Freshdesk ticket by searching the work item ID, enabling multiple work items to connect to a single ticket.
Add Comments:
Users can add comments to all connected Azure DevOps work items directly within Freshdesk, ensuring effective cross-platform communication.
Work Item Discussion:
This feature provides a dedicated modal for viewing the history and comments of connected work items within a Freshdesk ticket, accessible from the home page.
Status Synchronization:
Status updates on Azure DevOps work items, created or connected through Freshdesk, are synchronized as private notes in Freshdesk tickets. When a work item closes in Azure DevOps, the app automatically updates the Freshdesk ticket with the status.
Conversation Synchronization:
Comments from Azure DevOps appear as private notes in Freshdesk, maintaining a cohesive record across platforms. Conversations added in Freshdesk are also transferred to connected Azure DevOps work items.
Unlinking Work Items:
The app provides an option to unlink work items, stopping the communication between the Freshdesk ticket and the Azure DevOps work item.
Dashboard & Analytics:
The app includes a detailed dashboard, offering the following insights:
Monthly Ticket Transfer Analytics: View the number of tickets transferred from Freshdesk to Azure DevOps, categorized by month.
Duplicate Work Item Tracking: Identify and categorize duplicate Azure DevOps work items connected to multiple tickets monthly, with a top 10 view of frequently duplicated items.
Unresolved Work Item Metrics: Track the number of unresolved Azure DevOps work items transferred from Freshdesk.
Ticket Aging Analysis: Monitor the age of tickets in Freshdesk before transferring them to Azure DevOps and view aging work items in Azure DevOps, categorized by various scenarios.
This integration provides a comprehensive solution for teams using Freshdesk and Azure DevOps, delivering streamlined operations, synchronized communications, and actionable analytics—all in a single, intuitive interface.
App Details
Categories
Developer Resources
Marketplace Resources
App Details
Categories
Developer Resources
Marketplace Resources
1. In the Authorization tab, Enter the Freshdesk Domain Name
For example, if your Freshdesk URL is https://test-example.freshdesk.com, the Freshdesk Domain Name should be test-example.freshdesk.com
2. Enter the Freshdesk API key as generated in the Freshdesk account
For guidance, refer to the link: https://support.freshdesk.com/en/support/solutions/articles/215517
3. Enter the Azure DevOps Domain Name
For example, if your Azure DevOps URL is https://dev.azure.com/test, the Azure DevOps Domain Name should be dev.azure.com/test
4. Enter the Azure DevOps Access token required for authentication.
For guidance, refer to the link: https://docs.microsoft.com/en-us/azure/devops/organizations/accounts/use-personal-access-tokens-to-authenticate?view=azure-devops&tabs=preview-page
Note:
Please ensure that the access token used in the app has the following settings:
a) The access level is set to "Basic", with "Project Administrator" permissions across all configured projects.
b) The access token is created with full scope to ensure complete functionality.
5. Click the "Validate" button to verify the credentials. On successful validation, the app will redirect to the next tab.
6. In “Projects” tab, you can set up a webhook for synchronizing project statuses and comments.
7. Click the "Validate" button to verify the credentials. On successful validation, the app will redirect to the next tab.
8. In the Dashboard settings, choose the dashboard access limit type.
9. Once the access limit type is selected, the user can specify which roles, emails, or groups should have the ability to access the dashboard.
10. The app is now fully functional and ready to enhance your Freshdesk Tickets management experience.
App Details
Categories
Developer Resources
Marketplace Resources
Data Management and Storage
Does your app use AI or GenAI features?
No
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
No
Does your app collect / process any End-User data?
No
Does your app store any End-User data?
No
Does your app share End-User Data with any third party entities?
No
No
Can the End-User data be exported?
No
Can End-User data be accessed through your app logs?
No
Is the End-User data encrypted at rest?
NA
Is the End-User data encrypted in transit?
NA
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
NA
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
Yes
Does your app allow customers to request a custom End-User Data retention period?
No
App Details
Categories
Developer Resources
Marketplace Resources
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Version History5.0 (March 2025)
1. Azure DevOps Bypass API to override mandatory fields set by custom rules for streamlined work item creation
2. Dashboard for enhanced visibility and analytics
4.0 (May 2023)
1. Azure DevOps mandatory fields and default dropdown fields shown dynamically in the APP.
2. Issues fixed in Connect work Item tab.
3.Attachments will be passed from Freshdesk ticket to Azure DevOps Work Item.
3.0 (September 2022)
No release notes found
2.0 (May 2022)
No release notes found