Add freshdesk and supportpal docs

collaboration/helpdesk-integrations/freshdesk.md

@@ -0,0 +1,66 @@
+---
+description: >
+  Integrate Spike with Freshdesk to seamlessly create support tickets from incidents.
+---
+
+# 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.
+
+---
+
+## 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.  
+
+---
+
+## One-Step Setup
+
+This straightforward setup connects Spike to Freshdesk using an API token.
+
+**Steps to Set Up**:  
+{% tabs %}
+{% tab title="Setup with API token" %}
+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.  
+{% endtab %}
+{% endtabs %}
+
+---
+
+## How to Use?
+
+### Manual Ticket Creation  
+
+From the Spike dashboard, select one or more incidents and create Freshdesk tickets.  
+
+### Automatically Creating Tickets  
+
+Use Spike’s **Playbooks** to automate ticket creation during incident triggers. Incident details, timestamps, and other critical data are sent to Freshdesk automatically.
+
+---
+
+## FAQs  
+
+<details>
+<summary> Who can set up and create tickets? </summary>
+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.
+</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.
+</details>
+<details>
+<summary> Can I link multiple incidents to one Freshdesk ticket? </summary>
+No, each incident is linked to a unique Freshdesk ticket for better traceability.
+</details>

collaboration/helpdesk-integrations/supportpal.md

@@ -0,0 +1,66 @@
+---
+description: >
+  Integrate Spike with Supportpal to seamlessly create support tickets from incidents.
+---
+
+# Supportpal Integration
+
+<figure><img src="../../.gitbook/assets/helpdesk-integrations/supportpal-cover.png" alt=""><figcaption></figcaption></figure>
+
+Spike’s Supportpal integration is a simple, one-way setup that allows you to create Supportpal tickets from incidents on Spike. 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 Supportpal 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 Supportpal.  
+
+---
+
+## One-Step Setup
+
+This straightforward setup connects Spike to Supportpal using an API token.
+
+**Steps to Set Up**:  
+{% tabs %}
+{% tab title="Setup with API token" %}
+1. Go to [Settings > General > Helpdesk Integrations](https://app.spike.sh/settings/general/organisation#org--helpdesk-ticket-management).  
+2. Enter your Supportpal API token and subdomain.  
+3. Save the configuration to start sending incidents to Supportpal.  
+{% endtab %}
+{% endtabs %}
+
+---
+
+## How to Use?
+
+### Manual Ticket Creation  
+
+From the Spike dashboard, select one or more incidents and create Supportpal tickets.  
+
+### Automatically Creating Tickets  
+
+Use Spike’s **Playbooks** to automate ticket creation during incident triggers. Incident details, timestamps, and other critical data are sent to Supportpal automatically.
+
+---
+
+## FAQs  
+
+<details>
+<summary> Who can set up and create tickets? </summary>
+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.
+</details>
+<details>
+<summary> Can Supportpal users create incidents on Spike? </summary>
+Not yet. Currently, this is a one-way integration from Spike to Supportpal. Bi-directional sync is under development.
+</details>
+<details>
+<summary> Can I link multiple incidents to one Supportpal ticket? </summary>
+No, each incident is linked to a unique Supportpal ticket for better traceability.
+</details>

collaboration/helpdesk-integrations/zendesk.md

@@ -5,7 +5,7 @@ description: >-
 
 # Zendesk Integration
 
-<figure><img src="../.gitbook/assets/helpdesk-integrations/zendesk cover.png" alt=""><figcaption></figcaption></figure>
+<figure><img src="../../.gitbook/assets/helpdesk-integrations/zendesk-cover.png" alt=""><figcaption></figcaption></figure>
 
 Spike's Zendesk integration helps with automatic ticket creation to syncing statuses and notes in real-time, this integration bridges the gap between incident response and customer support.
 
@@ -22,32 +22,32 @@ Spike's Zendesk integration helps with automatic ticket creation to syncing stat
 ## Two step set up
 Connecting Zendesk and Spike requires two setups: the API connection enables creating incidents from Spike to Zendesk, while the Spike app allows creating incidents from Zendesk to Spike with real-time syncing of statuses and notes.
 
-### 1. API Connection  
-This method allows you to send incidents from Spike to Zendesk by connecting with an API token and email.  
-
-{% 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 Zendesk API token and Zendesk subdomain.
-{% endtab %}
-{% endtabs %}
-
-### 2. Zendesk Marketplace App  
+### Step 1. Zendesk Marketplace App  
 Install the Spike app from the Zendesk Marketplace for enhanced functionality, including:  
-- Creating incidents or linking existing ones directly from Zendesk.  
-- Syncing notes and statuses in real time.  
-- Allowing Zendesk users (who aren’t Spike users) to trigger incidents seamlessly.
+- Creating incidents or linking existing ones directly from Zendesk.
+- Syncing notes and statuses in real time.
+- Allowing Zendesk users (_who aren’t Spike users_) to trigger incidents.
 
-**Steps to Set Up**:  
 {% tabs %}
 {% tab title="Spike app on Zendesk" %}
+**Steps to Set Up**:
 1. Install the Spike app from [Zendesk Marketplace](https://www.zendesk.com/in/marketplace/apps/support/1084861/spike/?queryID=97f8205f39b71c03f3bb6c8512a8e67a)
 2. Generate and copy a new API token from the [Spike dashboard](https://app.spike.sh/api)
 3. Follow the instructions on Zendesk to connect Spike
 {% endtab %}
 {% endtabs %}
 
+### Step 2. API Connection  
+This method allows you to send incidents from Spike to Zendesk by connecting with an API token and email.  
+
+{% 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 Zendesk API token and Zendesk subdomain.
+{% endtab %}
+{% endtabs %}
+
 ## How to use?
 
 ### Manual Sync