Support & Ticketing

Freshdesk Support Integration

Automated EV charging support for Freshdesk — create tickets from faults, sync driver contacts, and manage support workflows with custom EV fields.

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The Problem

Why does this extension exist?

Support teams at EV charging operators spend hours every week manually creating Freshdesk tickets for charging faults, copying session data from the OCPP backend and looking up driver profiles. Without integration, fault response is slow and driver satisfaction suffers.

The Solution

What you get

Auto-create Freshdesk tickets from charging faults with full session context
Driver → Contact sync: create or update Freshdesk contacts from OASIS HUB profiles
Session events logged as private notes with HTML-formatted session data
Company management — fleet operators mapped to Freshdesk Companies
Custom contact fields: cf_oasishub_ltv, cf_oasishub_segment, cf_total_sessions
Priority mapping: fault severity mapped to Freshdesk priority levels
API key authentication — simple and secure

🎯 Who is this for?

EV charging operators, CPOs and eMSPs using Freshdesk as their customer support platform.

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🔌 Modular by design

Enable or disable per tenant. Pay only for what you use. All marketplace integrate seamlessly.

Key Capabilities

Everything included

Fault-to-Ticket Automation

Charging faults trigger automatic Freshdesk ticket creation with fault code, charger ID, session ID, location and driver info — priority set based on fault severity.

Contact Sync

Driver profiles synced to Freshdesk contacts with custom EV fields: LTV, segment, total sessions. Support agents see full driver value at a glance.

Session Notes

Charging session events added as private HTML notes on tickets — energy, cost, duration, location. Full session history in Freshdesk.

Fleet Company Mapping

Fleet operators mapped to Freshdesk Companies. All fleet drivers linked to their company — enabling company-level SLA tracking.

Priority Mapping

Fault severity automatically mapped to Freshdesk priority: critical faults → urgent, warnings → medium. Ensures the right tickets get attention first.

API Key Auth

Simple API key authentication — configure your Freshdesk domain and API key and you're live in minutes.

Use Cases

See it in action

How operators around the world can use this extension to solve real problems and grow their business.

Charger fault, ticket created instantly

A charger reports a communication fault. OASIS HUB creates a Freshdesk ticket with full context — charger ID, fault code, last session, affected driver — automatically. Support team is notified via Freshdesk.

Fleet company SLA tracking

A fleet operator with 150 drivers uses Freshdesk for support. OASIS HUB maps the fleet to a Freshdesk Company and links all driver contacts. Fleet manager tracks SLA compliance in Freshdesk.

Driver complaint with full context

A driver contacts support about a failed session. The Freshdesk ticket is pre-populated with the driver's contact record, session history and LTV — agent resolves it faster with full context.

Simulated Case Study

eMSP eliminates manual Freshdesk ticket creation for 500+ monthly charging faults

An eMSP was manually creating Freshdesk tickets for every charging fault — 3 minutes per ticket, 500+ faults per month. After enabling the Freshdesk integration, all fault tickets are created automatically with full session context. Support team now handles 40% more tickets with the same headcount.

-100%

Manual ticket creation

40%

More tickets handled

3 min

Saved per ticket

500+

Faults auto-ticketed/month