How to add an internal note in Freshdesk

Internal notes are great for keeping your team on track with what's already happened on a ticket, what needs to happen next, and for escalating or passing to another team. But rather than have your team write them out manually each time, use the Freshdesk Add Internal Note steptype to create them automatically instead. 

Title

The title appears up top in Sidekick when your team reaches this step in the flow. Use this field to quickly summarize the internal note being posted. 

Add Internal Note - Run Automatically?

Check this box to add the internal note to the ticket immediately once this step is reached, without giving your team a chance to edit the note in Sidekick first.

Enter Note Text

Type the message template you wish to be added as an internal note here. You can have any rich text you like here and pull in variables from other FlowEQ-connected systems as variables by clicking the ➕ button.

• Hide field in Sidekick?
  • Check this box if you don't want to give your team the chance to make edits to the note in Sidekick before it is posted to the Freshdesk ticket.

(Optional) Add fields for the rep to manually populate in Sidekick.

Besides hard coding the entire template and pulling in data from standard variables, you can also prompt your team to enter text into fields in Sidekick which can be automatically rendered into the message template as a custom variable too. You can use the input labels to ask a question, and the answer given by your team can be placed anywhere you like in the body of the internal note.

1. In the Input Field Label field, type in the writing prompt for your team to follow. For example, "Write a brief summary of the customer's issue"
2. To place your team's text within the body of the ticket comment, copy the variable name found to the right of the Input Field Label and wrap it with variables headers. (see below)
3. Repeats Steps 1 and 2 to prompt your team for more than one response.

How to place an input field variable into the internal note

For example, if the variable name for your first writing prompt is...

input_1

... then type the following into the body of your internal note to place your team's response.

<%= input_1 %>

When the internal note is rendered, the input variable will be replaced by the answer your team gave to the corresponding prompt.