Freshdesk bi-directional app docs (#36)

collaboration/helpdesk-integrations/freshdesk.md

@@ -1,39 +1,76 @@
 ---
 description: >
-  Integrate Spike with Freshdesk to seamlessly create support tickets from incidents.
+  Bi-directional integration with Freshdesk to sync incidents, notes, and statuses while creating or linking tickets effortlessly.
 ---
 
 # Freshdesk Integration
 
 <figure><img src="../../.gitbook/assets/helpdesk-integrations/freshdesk-cover.png" alt=""><figcaption></figcaption></figure>
 
-Spike’s Freshdesk integration is a simple, one-way setup that allows you to create Freshdesk tickets from incidents on Spike. Whether done manually or automatically via Playbooks, this integration ensures incident details are captured in your helpdesk system efficiently.
+Spike's Freshdesk integration helps with automatic ticket creation to syncing statuses and notes in real-time from either Spike or Freshdesk's dashboard, Whether done manually or automatically via Playbooks, this integration ensures incident details are captured in your helpdesk system efficiently.
 
 ---
 
 ## Features
 
-- **One-Way Integration**: Create tickets in Freshdesk from Spike incidents.  
-- **Automated Ticket Creation**: Use [Playbooks](../../playbooks/introduction-to-playbooks.md) to automate ticket creation.  
-- **Manual Ticket Creation**: Select one or more incidents from the Spike dashboard and create tickets in Freshdesk.  
+{% embed url="https://www.youtube.com/watch?v=f3EnbMhmGYM" %}
+
+- **Bi-directional Sync**: Sync incident statuses and notes between Spike and Freshdesk in real time.
+- **Ticket Creation**: Automatically or manually create Freshdesk tickets from Spike using [Playbooks](../../playbooks/introduction-to-playbooks.md).
+- **Link Existing Incidents**: Link existing Spike incidents to tickets on Freshdesk.
 
 ---
 
-## One-Step Setup
+## Two step set up
+Connecting Freshdesk and Spike requires two setups: the API connection enables creating incidents from Spike to Freshdesk, while the Spike app from the marketplace allows creating incidents from Freshdesk to Spike with real-time syncing of statuses and notes.
+
+### Step 1. Freshdesk Marketplace App  
+Install the Spike app from the Freshdesk Marketplace for enhanced functionality, including:  
+- Creating incidents or linking existing ones directly from Freshdesk.
+- Syncing notes and incident statuses in real-time, including status updates and changes.
+- Allowing Freshdesk users (_who aren’t Spike users_) to trigger incidents.
+
+{% tabs %}
+{% tab title="Spike app on Freshdesk" %}
+**Steps to Set Up**:
+1. Install the Spike app from [Freshdesk Marketplace](https://www.freshworks.com/apps/spike)
+2. Generate and copy a new API token from the [Spike dashboard](https://app.spike.sh/api)
+3. Follow the instructions on Freshdesk to connect Spike
+{% endtab %}
+{% endtabs %}
 
-This straightforward setup connects Spike to Freshdesk using an API token.
+### Step 2. API Connection on Spike
+This method allows you to send incidents from Spike to Freshdesk by connecting with an API token and email.  
 
-**Steps to Set Up**:  
 {% tabs %}
 {% tab title="Setup with API token" %}
+**Steps to Set Up**:
 1. Go to [Settings > General > Helpdesk Integrations](https://app.spike.sh/settings/general/organisation#org--helpdesk-ticket-management).  
-2. Enter your Freshdesk API token and subdomain.  
-3. Save the configuration to start sending incidents to Freshdesk.  
+2. Enter your Freshdesk API token and subdomain.
 {% endtab %}
 {% endtabs %}
 
 ---
 
+## How to use?
+
+### Manual Sync
+
+From the Spike dashboard, users can manually select one or more incidents and create Freshdesk support tickets.  
+
+**Important Notes**:  
+- Tickets created from Spike are not synced with statuses or notes.  
+- For full syncing functionality, tickets must be created using the Spike app in Freshdesk.
+
+### Sync Notes and Status  
+
+When the Spike app is installed from the Freshdesk Marketplace, syncing notes and statuses is automatic and happens in real time. Any updates made on one platform reflect immediately on the other.
+
+### Automatically Creating Tickets  
+
+Spike’s **Playbooks** automate ticket creation during incident triggers. Once set up, incident details, timestamps, and other critical data are sent to Zendesk automatically.  
+
+
 ## How to Use?
 
 ### Manual Ticket Creation  
@@ -53,12 +90,12 @@ Use Spike’s **Playbooks** to automate ticket creation during incident triggers
 Anyone in your organization can set up the integration and create tickets. No special permissions are required.
 </details>
 <details>
-<summary> Are there any extra permissions needed for Playbooks? </summary>
-Once the integration is set up, no additional permissions are needed for Playbooks. Users can define whether to create tickets with an "Open" or "New" status.
+<summary> Are any extra permissions needed for automating Playbooks? </summary>
+You will need the manual setup with Freshdesk to automate at [Settings > General > Helpdesk Integrations](https://app.spike.sh/settings/general/organisation#org--helpdesk-ticket-management).  Once the integration is connected, no additional setup is needed for Playbooks. Users can define whether to create tickets with an "Open" or "New" status.
 </details>
 <details>
 <summary> Can Freshdesk users create incidents on Spike? </summary>
-Not yet. Currently, this is a one-way integration from Spike to Freshdesk. Bi-directional sync is under development.
+Yes. Make sure to install the Spike app from [Freshdesk's marketplace](https://www.freshworks.com/apps/spike/)
 </details>
 <details>
 <summary> Can I link multiple incidents to one Freshdesk ticket? </summary>