Freshdesk

Create tickets and fetch ticket status.

Available on the STARTER plan and above.

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

Connecting your Freshdesk account

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

• Through App Market: Goto App Market > Freshdesk > Add Account

• Using the 'Freshdesk' action block: On the action block, click on 'Add Account'

Fields required to connect a Freshdesk account:

• Name: A name you would like to give for this Freshdesk account.

• Helpdesk URL: Subdomain URL of your Freshdesk account like, https://yourdomain.freshdesk.com

• API key: API key of your Freshdesk account. You can find it here

Create tickets

To create a ticket using the Fresdesk action block, follow these steps:

1. Connect/Choose the freshdesk account

2. Choose "Create ticket" as action

3. Map the Freshdesk fields with the variables

4. Save the ticket ID into a variable (Used to acknowledge the user that their ticket is created)

Mandatory fields to create a ticket: Subject & Email

The system auto-populates fields from 'Freshdesk fields'. If you do not see your field, refresh the page and try again.

Get ticket status:

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

1. Connect/Choose the freshdesk account

2. Choose "Get ticket status" as action

3. Choose the variable containing the ticket number (Before this action block executes, make sure you collect and store the ticket number in a variable)

4. 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: ["[email protected]"]
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.

Next steps

For each Freshdesk action block, you will notice two ports coming out:

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.

You can view the logs of each Freshdesk execution from the App market > Freshdesk > Logs