Freshworks steptypes can be used in both Freshdesk and Freshchat, making it easier to manage processes for both support experiences in a single flow. |
If you encounter a challenge that requires escalation into a new Freshdesk ticket or simply want to convert a Freshchat conversation into a Freshdesk ticket, use the Freshworks Create New Ticket step type to streamline and automate the process.
Step Type Options
Title
The title appears up top in Sidekick when your team reaches this step in the flow.
Automatically run when step launched
Check this box to immediately create the ticket as configured in Flow Builder when your team in Sidekick reaches this step in the flow.
Configure Multiple Instances
You must select this option to use the latest Freshdesk features |
Check this box to select the latest version of this steptype with multi-instance support and new features. Leave unchecked to use the classic version with limited features.
Integration Instance
Use this dropdown to select in which Freshdesk instance you want to create a ticket.
Language
Use this dropdown to select the language to use when creating a new ticket
Standard Field Options
Default Email
Enter the new ticket requester's email here or pull it from a FlowEQ variable using the ➕ button.
Default Subject
Enter the subject line for the new ticket. You can enter it manually, leave it for your team in Sidekick or click the ➕ button to fill it automatically using variables.
Default Description
Create the template for entering ticket content. You can fill out the template in Flow Builder, allow your team to manually enter data from Sidekick, and import variables from other FlowEQ-connected systems using the ➕ button.
Priority
Use this field to prioritize the new ticket as Low, Medium, High, or Urgent.
Status
Use this field to assign the new ticket a Open, Pending, Resolved, or Closed status.
Source
Use this field to specify the source of this particular ticket when it is created.
Assigned Agent ID
Use this field to specify which agent the new ticket should be assigned to. Typically, we suggest typing in "Current User" to automatically assign the ticket to the agent running the flow in Sidekick.
- Override Switch
Activate the override switch to the right of this field to enter a hard-coded agent ID or FlowEQ variable. - Required Checkbox
Check this box to ensure an agent is assigned to this ticket when it is created
Group
Use this field to assign the newly created ticket to a particular group.
- Required Checkbox
Check this box to ensure this ticket is assigned to a group when it is created.
Custom Ticket Fields
Use this table to set the new ticket values of any custom fields you have set up in Freshdesk.
- Order
Use this field to specify the order in which new fields will be shown in Sidekick. - Freshdesk Field Name
Use this field to specify which Freshdesk ticket field should be updated. - Value
Use this field to manually set the value or use the ➕ button to fill with a variable value from Freshworks or another FlowEQ-connected system. - Required
Check this box to require that this field contain a value when the ticket is created. - Add New Row
Use this button to add additional fields to be updated.
Comments
0 comments
Article is closed for comments.