Note: This article is relevant for the setup of the Freshbooks integration in the classic Zendesk interface. For instructions on how to set up the Freshbooks app in the new Zendesk, please refer to the setup instructions located in the Application Directory in the product (located under the Manage Cog -> Apps > Browse -> Freshbooks).
The FreshBooks widget allows you to track the time each agent spends on different tickets. In order to use this widget, you must have an active FreshBooks account. Follow these steps to configure the widget.
1. Set up a FreshBooks account at freshbooks.com.
2. Get your API URL and Authentication Token from FreshBooks
3. Configure the Zendesk widget
Go to Settings > Extensions > Widgets and select the FreshBooks widget
a. Give the widget an appropriate name, such as FreshBooks
b. Make the widget available to Agents only
c. Enter the API URL from your FreshBooks account
d. Enter the Authentication Token from your FreshBooks account
e. Use the Preview widget function to test that your API URL and token are valid
f. Select Create widget in the dropdown and click submit
4. Add the widget to the ticket page
View an existing ticket and add the FreshBooks widget to that page. This is done by clicking Edit widgets on this page in the sidebar.
Now you will be able to report time on tickets from the ticket page. First select a project and then a task. Then enter the number of hours spent on the ticket and click Submit.
The hours you enter will be immediately visible within FreshBooks on the project you selected.