Connect to Freshdesk

Before you begin

• In your Next Matter portal, go to Automations library, click Connect in the Freshdesk app tile, and enter the Freshdesk API token and your company's Freshdesk domain to connect.

Use Freshdesk integration

Create ticket

1. Click Workflows > + Create new... > Create a new workflow and give your workflow a name. If you have a workflow ready, click ... > Edit workflow.

2. Click + Add step and select Integrations > Freshdesk.

3. Click the step and click Configure integration.

4. Select Create ticket in Freshdesk operation.

5. Enter the ticket's title, description, status, and priority.

6. (Optional) If you have already created the main ticket (parent ticket) as part of this workflow and want to create a child ticket, select the data reference to the parent ticket.

7. Enter the Requester email and name.

8. Use the advanced settings to configure the details:

   • (Optional) To automatically assign the ticket to an agent or collaborator, select the assignee in the Responder field.
   • (Optional) To help search for the ticket later on, add keywords or descriptors in the Ticket type field. Note that you need to use the types defined in Freshdesk for your organization.
   • (Optional) Add tags or select them as data references. For multiple tags, separate them with a comma.

9. To re-use any ticket data, select them from the Select data to reuse dropdown. Note that the created ticket ID is automatically added as a reference.

   

10. Save your changes.

Update ticket parameters

1. Click Workflows > + Create new... > Create a new workflow and give your workflow a name. If you have a workflow ready, click ... > Edit workflow.

2. Click + Add step and select Integrations > Freshdesk.

3. Click the step and click Configure integration.

4. Select Update ticket in Freshdesk operation.

5. Specify the ticket ID and fill in at least one field that should be updated. If you use a data reference for the ticket ID, select the plain option.

   

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If you update tags, new tags will replace ay current ones.

View ticket

1. Click Workflows > + Create new... > Create a new workflow and give your workflow a name. If you have a workflow ready, click ... > Edit workflow.
2. Click + Add step and select Integrations > Freshdesk.
3. Click the step and click Configure integration.
4. Select View ticket in Freshdesk operation.
5. Enter the ticket ID or add it as data reference.
6. Toggle on the data to extract from the ticket.
7. Save your changes.

Add response

1. Click Workflows > + Create new... > Create a new workflow and give your workflow a name. If you have a workflow ready, click ... > Edit workflow.
2. Click + Add step and select Integrations > Freshdesk.
3. Click the step and click Configure integration.
4. Select Reply to ticket in Freshdesk operation.
5. Enter the ticket ID or add it as data reference.
6. Enter the content of the response.
7. (Optional) If the reply should be public, add the email from which the answer should be sent out, and the name of the person that will display as the author of the reply.
8. By default, the response will be public. Toggle on to make it private.
9. Save your changes.