Freshdesk is a popular ticketing system that allows users to create and manage tickets.

Using this integration, you will be able to;

Create tickets
Get ticket status

Push and Fetch

Push: Create a Freshdesk ticket from your WotNot chatbot.
Fetch: Retrieve the status and other ticket details from Freshdesk and use them in the conversation.

A Freshdesk plan with API access is required. The integration is available on the Starter plan and above.

What you can do

WotNot’s Freshdesk action block provides separate SUCCESS and FAILURE paths so you can handle successful API responses and errors separately. SUCCESS — when the Freshdesk API gives a successful, the chat flow will proceed here. FAILURE — when the Freshdesk API does not give a response, the chat flow will proceed here.

What you can do	What it does	What the user experiences
Create a ticket	Creates a new Freshdesk ticket using the information collected in the conversation.	The issue is submitted to Freshdesk, and the ticket ID can be shown to the user or saved for later use.
Fetch ticket status	Retrieves information about an existing Freshdesk ticket using its ticket number.	The user can provide their ticket number and receive the current ticket status in the conversation.

Before you start

Make sure you have the following before connecting Freshdesk to WotNot:

Admin or appropriate access to your Freshdesk account.
Your Freshdesk account Helpdesk URL: You need your Freshdesk helpdesk URL, for example https://yourcompany.freshdesk.com. You can get it from https://www.freshworks.com/freshdesk/signup/?utm_source
Your Freshdesk API key: You need the API key associated with your Freshdesk agent profile.
Any custom ticket fields that need to be mapped**:** If your flow needs to populate custom fields, create those fields in Freshdesk before configuring the mapping in WotNot.
Requester information: The required information for creating a ticket, such as the requester’s email, subject, and description.

Connecting Freshdesk

There are two ways through which you can connect your Freshdesk account with WotNot;

Using the ‘Freshdesk’ action block: On the action block, click on ‘Add Account’

Through App Market:

Open Freshdesk in WotNot

Go to App Market.
Search for Freshdesk.
Click Add Account.
You can also open a Freshdesk action block in the Bot Builder and click Add Account.

Enter your Freshdesk account details

Enter the following information:

Field	What to Enter
Name	A name to identify this Freshdesk connection in WotNot.A name you would like to give for this Freshdesk account.
Helpdesk URL	Your Freshdesk account URL , such as `https://yourcompany.freshdesk.com`
API Key	The API key generated for your Freshdesk agent account.

Find your Freshdesk API key

The API key is available from your Freshdesk profile:

Log in to Freshdesk.
Click your profile picture in the top-right corner.
Select Profile Settings.
In the right-side panel, click View API key.
Complete the verification step if prompted.
Copy the API key and paste it into WotNot.

Save the connection

Save the Freshdesk account after entering the required details.Once connected, you can select this account from the Freshdesk action block when building your chatbot flow.

Using Freshdesk in a flow

Create a ticket

Use Create ticket when you want to send information collected during a conversation to Freshdesk.

Add the Freshdesk action block

Open your chatbot in the Bot Builder.
Click + to add an action block.
Select Freshdesk.
Select the connected Freshdesk account .
Select Create ticket from Action to perform.

Collect the ticket information

Before the Freshdesk action block, collect the information you want to send to Freshdesk.

Mandatory fields to create a ticket

Name, Email, Subject & Description
The system auto-populates fields from ‘Freshdesk fields’. If you do not see your field, refresh the page and try again.

Map the fields

Map each Freshdesk field to the WotNot variable containing the corresponding value.For example: Freshdesk Email → #email

If a field that you expect to see is missing, refresh the action block configuration. WotNot loads the available Freshdesk fields from the connected account.

Save the ticket ID

Map the Freshdesk ticket ID returned after successful creation to a WotNot variable.You can then use that variable in a Send Message block, for example:

Your ticket has been created successfully. Your ticket ID is #ticket_id.

This allows the user to keep the ticket number for future status checks.

Get ticket status

To fetch the ticket status using the Freshdesk integration, follow these steps:

Connect/Choose the freshdesk account
Choose “Get ticket status” as action
Choose the variable containing the ticket number (Before this action block executes, make sure you collect and store the ticket number in a variable)
Map the freshdesk fields you want to store into variables

Freshdesk sends the following list of fields as response when trying to fetching the status of a ticket.

// Fields received from Freshdesk when fetching ticket status
cc_emails/fwd_emails/reply_cc_emails/ticket_cc_emails: ["test@wotnot.io"]
email_config_id
group_id
priority: "Urgent"
requester_id: 84005322544, // visitor's unique Freshdesk ID
responder_id: null, // Freshdesk agent's ID
source: "Portal"
company_id
status: "Open"
subject: "Need support to fix this..."
product_id
id
type: "Question"
due_by/fr_due_by
description_text: "Some details on the issue .."
created_at: "2022-02-10T07:12:39Z"
updated_at: "2022-02-10T07:12:39Z"
tags

After saving the required fields into a variable, you can use them in a ‘Send Message’ block to show the user the ticket’s status like:

Ticket status of #ID# is #STATUS#

Please wait to hear back from us.

Mapping fields

Map the information collected in your flow to the corresponding Freshdesk fields.

Freshdesk field	What to map	Required
Name	The user’s name	Yes
Email	The user’s email address	Yes
Subject	A short summary of the issue or request	Yes
Description	The user’s issue, request, or conversation details	Yes
Priority	The numeric priority value	Yes
Status	The numeric status value	Yes

Troubleshooting

The Freshdesk API key is invalid

The API key may be incorrect, reset, or no longer valid.Go to Freshdesk → Profile Settings → View API key and copy the current API key. Then open the Freshdesk integration in WotNot and replace the existing API key with the new one.Make sure the API key belongs to a Freshdesk user with the required permissions.

The Freshdesk subdomain is incorrect

Check the Helpdesk URL entered while connecting Freshdesk to WotNot.Use your Freshdesk account URL in this format:https://yourcompany.freshdesk.comMake sure you are using the correct Freshdesk account and subdomain. Do not enter a specific ticket URL or another Freshdesk page URL.

The ticket is rejected because the requester email is missing

Freshdesk requires the requester’s email address when creating a ticket through the WotNot integration.Before the Create ticket action runs:

Collect the user’s email address.
Store it in a WotNot variable.
Map the variable to the Freshdesk Email field.

Also make sure the email variable contains a valid email address.

The priority or status value is rejected

Freshdesk uses numeric values for ticket priority and status in its API instead of the labels displayed in the Freshdesk interface.For Priority, use:

Low — 1
Medium — 2
High — 3
Urgent — 4

For Status, use:

Open — 2
Pending — 3
Resolved — 4
Closed — 5

Make sure your WotNot variable contains the numeric value expected by Freshdesk rather than the text label.For example, use 3 for High priority instead of High.

The ticket status lookup returns no result for a valid ticket

Make sure the value passed to Get ticket status is the correct Freshdesk ticket ID.Check the following:

The ticket ID is stored correctly in the WotNot variable.
The variable is populated before the Freshdesk action runs.
The ticket belongs to the connected Freshdesk account.
The correct Freshdesk account is selected in the action block.

If the ticket still cannot be retrieved, check the Freshdesk action execution logs for the API response and error details.

The Freshdesk API rate limit has been reached

Freshdesk limits the number of API requests that can be made within a specific time period. If the limit is exceeded, Freshdesk can return a 429 Rate Limit Exceeded response.Avoid triggering multiple Freshdesk API requests unnecessarily within a short period. If your chatbot handles a high volume of requests, review your Freshdesk API usage and plan limits.If Freshdesk provides a retry interval, wait for that period before sending another request.

Getting started

Build

Operate

Deploy

Reports

Account

Freshdesk

What you can do

Before you start

Connecting Freshdesk

Using Freshdesk in a flow

Create a ticket

Mandatory fields to create a ticket

Get ticket status

Mapping fields

Troubleshooting

​What you can do

​Before you start

​Connecting Freshdesk

​Using Freshdesk in a flow

​Create a ticket

Mandatory fields to create a ticket

​Get ticket status

​Mapping fields

​Troubleshooting

What you can do

Before you start

Connecting Freshdesk

Using Freshdesk in a flow

Create a ticket

Get ticket status

Mapping fields

Troubleshooting