How to update ticket or conversation fields in Freshworks

Freshworks steptypes are platform-agnostic. They can be used in both Freshdesk and Freshchat.

This helps to keep your flows streamlined and manageable, avoiding the need for two sets of flows for the two support experiences.

Proper tagging is invaluable. Without it teams can get confused, escalations can get messy, and your end-of-quarter reports can be wholly unreliable. But it can also be really tedious to do by hand. 

Rather than relying on your team to remember to set fields manually over the course of the ticket, use the Freshdesk: Update Ticket Fields or Conversation steptype to take care of ticket field updates automatically.

Title

The title appears up top in Sidekick when your team reaches this step in the flow. We recommend using this field to explain which fields are being updated here.

Automatically Run Step?

Check this box to immediately update the ticket fields as you've pre-configured them when your team reaches this step. When checked, your team will not be able to set ticket fields manually in Sidekick. However they can still set ticket fields manually in Freshdesk.

Freshchat Conversation Status

Use this field to set a status of a Freshchat conversation. (New, Reopened, or Resolved)

Enter Values

Use this table to manage which fields to update, what to update them with, and how each field should be presented to your team in Sidekick.

• Order
  • Use this field to set the order of how field updates will be presented in Sidekick.
• Freshdesk: Field Name
  • Use this field to select the specific Freshdesk ticket field to update.
• Value
  • Use this field to define what value should be written to the specified ticket field. 
  • You can enter the field manually here in Flow Builder, fill it with a FlowEQ variable with the ➕ button, or have your team set the value manually in Sidekick. (see below)
• Hidden?
  • Check this box to set the field value in the background while preventing that field from appearing in Sidekick.
• Manual?
  • Check this box to allow your team to edit the field value in Sidekick before it is written to the ticket.
  • If left unchecked, this field will appear as read-only in Sidekick
• Required?
  • Check this box to mandate that this field be filled in before your team can advance to the next step.