Freshdesk

Connect your Freshdesk account to SurveyRock once. After that, a workflow can create a ticket, update one or add a note, and an Action can open a linked ticket with one click. Freshdesk is on Pro and up.

Connect Freshdesk

You need to be an owner or admin of the workspace.

1. In Freshdesk, click your profile picture, then Profile settings, then View API key, and copy the key. If there is no key there, a Freshdesk admin turns on API key access for your agent under Admin, Agents.
2. In SurveyRock, go to Workspace Settings, Integrations, Freshdesk.
3. Enter your Freshdesk address (for example yourcompany.freshdesk.com), paste the key and click Connect.

We check the key with Freshdesk before saving it, and store it encrypted. The key belongs to the agent who connected it, so every ticket is created as that agent, with that agent’s permissions in Freshdesk.

You can connect more than one Freshdesk account to the same workspace with Connect another Freshdesk account. Each workflow step picks the account it uses.

Create or update tickets from a workflow

Add an Action step to a workflow and choose Freshdesk Ticket. Pick the connected account, then what the step does:

• Create ticket. Set the requester email, subject and description. Status and priority are optional; a new ticket is Open and Low priority unless you set them. You can add tags.
• Update ticket. Give the ticket number and change its status, priority or custom fields. To act on a ticket an earlier Freshdesk step in the same workflow created, use the tag button and pick that step’s ticket number.
• Add note. Give the ticket number and the note. Notes are private (only agents see them) unless you untick Private note.

The requester, subject, description, tags and note fields take merge tags from the tag button, so a ticket can carry details from the response that started the workflow. Under Custom ticket fields you can fill in your Freshdesk account’s own ticket fields.

Workflows themselves start on Team. The Freshdesk step is on Pro and up.

The requester gets an email from Freshdesk

Freshdesk emails a ticket’s requester to say it was received. This is Freshdesk’s own notification, on by default, and it applies to tickets SurveyRock creates. If the requester is the respondent, the respondent gets that email.

To stop it, a Freshdesk admin turns off the New Ticket Created notification under Admin, Email Notifications, Requester Notifications.

Testing a Freshdesk step

Test on a workflow has two modes. Simulate, the default, runs every step without sending anything: a Freshdesk step shows the ticket it would create or change and leaves Freshdesk as it is. Live runs the workflow once for real with your test payload, so a Freshdesk step creates or changes a real ticket, and Freshdesk sends its requester email as it does for any new ticket. Before a Live run starts, SurveyRock lists everything it will send, including the Freshdesk account each step uses, and runs only once you confirm. A published, enabled workflow always changes Freshdesk.

Open a linked ticket from an Action

When a workspace has a Freshdesk account connected, an Action shows a Create Freshdesk ticket button. The ticket uses the Action’s title as its subject and its description as the ticket description. The requester is the Action’s owner, so assign the Action to someone first. The ticket opens as Open, Low priority.

The Action then shows the linked ticket’s number with a link to open it in Freshdesk. The link is one way: changes to the ticket are not copied back to the Action.

Disconnect

In Workspace Settings, Integrations, Freshdesk, click Disconnect next to the account. Workflow steps that use it stop until it is connected again, and Actions can no longer open a ticket there.

Related: Integrations.