How to create a new ticket in Freshdesk

If your customer's issue becomes more complex or needs to be handled in a very particular way, sometimes you'll need to create a whole new ticket in Freshdesk - which can take a lot of time and clicks. Instead, you can use the Freshdesk Create New Ticket steptype to create a new ticket automatically. 

Title 

The title appears up top in Sidekick when your team reaches this step in the flow.

Create Ticket - Run Automatically?

Check this box if you want a ticket to be created immediately when your team reaches this step in the flow.

Requester Email

Enter the new ticket requester's email here or pull it from a FlowEQ variable using the ➕ button.

• Hide Field in Sidekick?
  • Check this box to stop the Requester Email field from appearing in Sidekick.

Subject

Enter the subject line of the newly created ticket. You can enter the subject line manually here, leave it for your team to enter in Sidekick or fill it automatically using variables by clicking the ➕ button, or a combination of all three.

• Hide Field in Sidekick?
  • Check this box to prevent the Subject field from being appearing in Sidekick.

Description

Enter the body of text in the newly created ticket. Just like the Subject field, you can fill out the template here in Flow Builder completely, leave it for your team to enter manually in Sidekick, or pull in variables from Freshdesk and other FlowEQ-connected systems with the ➕ button.

• Hide Field in Sidekick?
  • Check this box to prevent the Description field from being appearing in Sidekick before the ticket is created.

(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 Sidekick to be rendered as custom variables 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.

Status

Use these rows (Open, Pending, Resolved, and Closed) to handle the status of the newly created ticket.

• Hide Selection Field
  • Check this box to prevent the entire Status dropdown field from appearing in Sidekick at all.
  • If left unchecked, your team will be able to set the status manually in Sidekick before the ticket is created.
• Hidden?
  • Check this box to hide a particular status option (eg. Closed) from appearing in the Status field dropdown in Sidekick.
• Default?
  • Check this box to set the default status of the newly created ticket.

Priority

Use these rows (Low, Medium, High, Urgent) to handle the priority of the newly created ticket.

• Hide Selection Field
  • Check this box to prevent the entire Priority dropdown field from appearing in Sidekick at all. If left unchecked, your team will be able to set the priority of the new ticket in Sidekick before it is created.
• Hidden?
  • Check this box to hide a particular priority option (eg. Low) from appearing in the Status field dropdown in Sidekick.
• Default?
  • Check this box to set the default priority of the newly created ticket.

Custom Fields

Use this dropdown and table to select particular custom fields you have created in Freshdesk and set their default value when the ticket is created. You can set the field values manually or pull in details from other FlowEQ system variables using the ➕ button.