Automate Ticket Creation in Freshdesk

Integrate your forms with Freshdesk, a popular customer support software. Automatically create support tickets or trigger specific actions based on form submissions. Streamline your support processes, provide timely responses, and ensure exceptional customer service.

Setting up Freshdesk Integration

To add the new workflow action for form submissions to create a ticket on Freshdesk, follow these steps:

1. Make sure you have an account on Freshdesk if not please visit Freshdesk (opens in a new tab) and sign up.
2. Get the API Key by following the Freshdesk guide How to find your API key (opens in a new tab).
3. Log in to your dashboard and navigate to the “Apps” Tab.
4. Click on Freshdesk “Connect”. This will bring an window for you to add the name of the connection and Freshdesk Sub Domian, Freshdesk API Key and CC Emails seprared by commas(",")
5. Please enter the “Connection Name” , "Freshdesk Sub Domain" and “API Key” and click “Add”.

Note: Your Freshdeks Sub Domain can be found after you login. Take a look in the below Screenshot with Yellow Marking.

6. Now navigate to the “Forms” tab and select the form for which you want to set up Freshdesk workflow.
7. Under the selected form page navigate to the “Workflows” Tab
8. Under the workflows click on the “Actions” and select “Add action” this will bring up a new window.
9. Here select the App as “Freshdesk” and Connection which was connected previously and "Create Ticket" as an action.
10. After Selecting all the options click on “Add” and test the Freshdesk workflow action by submitting a test form on your website and verify the ticket created in Freshdesk.

Deleting the Freshdesk Workflow

If you no logger required the Freshdesk workflow you can delete the workflow by following these steps:

1. Navigate to the the “Workflow” tab under the selected form
2. Click on the Tree Dots(...) icon to delete the workflow.

Troubleshooting Freshdesk Workflow.

If you encounter any issues with Freshdesk workflow, such as ticket not being created, you can troubleshoot the issue by:

• Reconnecting the Freshdesk connection by clicking the reconnect button under the “Apps” tab and entering the “Connection Name” "Freshdesk Sub Domain", and “API Key”.
• Test the workflow by submitting the test submission on the form.