How to add a public reply in Freshdesk

While Freshdesk already has a ticket templates feature, they are limited to only pulling in details already available on the ticket. If you need to pull data in from other systems, you'd be out of luck since your team would have to enter them manually each time.

Instead, you can use the Freshdesk Add Public Reply steptype to write message templates that can pull in details from Freshdesk and any other systems you've connected to FlowEQ.

Title 

The title appears up top in Sidekick when your team reaches this step in the flow. We recommend using this field to concisely summarize the public reply being sent.

Add Public Reply - Run Automatically?

Check this box to fire off the public reply immediately when your team reaches this step in the flow. You will need to fully configure the public reply template here in Flow Builder for this to work properly since your team won't have a chance to enter their own text.

Enter Reply Text

Use this field to enter the body of the public reply template. You can write anything you wish here, as well as pull in variables from the Freshdesk ticket and other systems connected with FlowEQ by clicking the ➕ button.

• Hide field in Sidekick?
  • Check this box to prevent the message template from appearing Sidekick before the public reply is posted to the 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.