2. Configuring Freshdesk Connect
2.1. General Setup Flow
2.2. Adding Board View, Configuring Automation Recipe, Fields Mapping
2.3. App Authentication
2.4. Adding and Managing Item Creation Rules
2.5. Configuring Settings for Ticket Updates
3.2 Updating Ticket Using Item View
3.3. Creating Ticket Using Item View
Freshdesk Connect is a monday.com Marketplace app, which integrates monday.com and Freshdesk – one of the leading helpdesk ticketing tools. The app is designed to enable 2-way communication and automatic workflows between monday.com and Freshdesk, seamlessly connecting your Customer Support team with other teams managing their work in monday.com.
With a two-way sync between Freshdesk tickets and monday.com items, you can eliminate data silos and foster cross-team collaboration.
Enhanced Visibility and Collaboration: Teams in monday.com can monitor Freshdesk ticket inflow, receive automated updates from Freshdesk, and actively contribute to support tickets.
Effortless Ticket Creation and Linking: monday.com users can engage the Support team directly by creating Freshdesk tickets, linking them to items, and collaborating — all without leaving their monday.com boards.
Board View Automations: Set up automation rules to create items in monday.com from new tickets in Freshdesk.
Advanced Filtering: Choose to create items based only on specific ticket attributes like requester’s company, keywords on the subject, priority or any other.
Custom Field Mapping: Map Freshdesk ticket fields to monday.com board columns as per your requirements.
Automatic Sync: Keep your linked board updated with ticket changes and post ticket updates to item updates as well as to Email and Activities view.
Item View Details: View linked ticket details, post updates to tickets, and participate in ticket conversations by adding private or public notes directly from Freshdesk Connect item view.
Ticket Creation from Items: Generate new Freshdesk ticket from unlinked item, sync future updates, and collaborate on it with your Customer Support team.
Board view for configuring the rules for automatically creating items based on newly created Freshdesk tickets
Item view for checking all the current ticket details and posting updates to the linked ticket
Choose to get notified on any updates that happen to the linked ticket via Item update
Update selected propertied of the ticket like Status, Priority, Type, and more.
Post private and public notes to the linked ticket right from the Item view
Configure the mapping of required ticket fields to the board columns
Configuring Freshdesk Connect is quite simple, here is the steps you need to take:
These steps are described in more details below.
After the app is installed, navigate to the board, which you would like to connect to your Freshdesk account first and add a Board view called Freshdesk Connect:
Add new Board view to your selected board
Choose Freshdesk Connect
Right after adding the app’s Board view, you will see the notification that this board is not connected to Freshdesk. In order to connect the board to Freshdesk, you need to add an Automation recipe:
Open the Automations Center by clicking Automate on your board, navigate to Templates section
Type in “Freshdesk” in the search box
Choose the pre-built automation recipe which comes with the Freshdesk Connect app
Next up – click “board columns” in the recipe settings to open up the field mapping master. This master will allow you to map freshdesk ticket fields to the columns of your items.
As a result, when the new items will be created on this linked board out of new Freshdesk tickets, desired ticket parameters will go to the corresponding mapped columns. On top of that – all further updates for the mapped ticket fields can also be synced to the corresponding items. You can always change your mapping later.
Here’s the example of how the fields mapping:
You can always check and update your mapping by editing the automation recipe
In this example ticket’s Subject will go to the name of the created item
If this has not been done before, i.e. this is the first Freshdesk Connect automation recipe that you are configuring, the app will require authentication with your Freshdesk account. Please fill in your Freshdesk API key and account URL. Please contact your Freshdesk admin in case you don’t know these parameters.
It is important that Freshdesk API key belongs to the admin user, who has rights to access all the tickets and also Freshdesk configuration.
Freshdesk API key, generated by Freshdesk admin user
Native Freshdesk URL (yourcompany.freshdesk.com). If you are using custom URL like support.yourcompany.com, please ask for native URL from your Freshdesk admin
After the automation recipe has been created for the board and Freshdesk Connect has been authenticated with Freshdesk, app’s board view will suggest you to create Item creation rules.
These are the rules that will automatically add new items to your board whenever new tickets that match specified conditions get created in Freshdesk. Columns for the item will be automatically set based on the ticket fields and parameters based on the mapping that you have configuired on the previous step.
For example, you can create rules that add new items to your board every time new ticket is coming from a specific email, specific company, certain priority or type. Such filters can be flexibly combined, so you can create a rule that will add new items only if the Urgent ticket with the type Refund comes from a company XYZ.
Combine different filter criterias based on the parameters of ticket, requester, or requester’s company
Add several filters with AND/OR logic to the same rule for maximum flexibility in filtering the required tickets
Adding Item Creation Rules in Freshdesk Connect ultimately adds the Automation rules to your Freshdesk account that work on ticket create event, and you will be able to find them in your Freshdesk admin settings (https://your-account-name.freshdesk.com/a/admin/automations/ticket_creation).
To ensure that all such rules are working, please make sure that either they are correctly sorted, or you have the setting enabled that will trigger all the Ticket Creation rules in Freshdesk:
Depending on your Freshdesk settings, either reorder the ticket creation rules in a way that your Freshdesk Connect rules will get triggered correctly, or enable the setting to execute all Ticket Creation rules
Once you have added the Item creation rules, new items will be automatically created in your board whenever the matching tickets are created in Freshdesk.
If you want not only to create items, but also sync further updates that happen to the tickets in Freshdesk to monday.com, you can enable the following toggles in Freshdesk Connect board view:
Update mapped board columns based on ticket updates: When enabled, a one-way sync from Freshdesk to monday.com will update this board. Any changes to ticket fields mapped to board columns in the automation recipe will automatically update the corresponding columns for linked items.
Post ticket updates to the item’s Updates tab: When enabled, updates to linked tickets (such as status changes, replies, priority changes, etc.) will be posted to the Updates section of the corresponding item.
Post ticket updates to Email and Activities: If your plan includes the “Email and Activities” item view, enable this setting to post updates about linked tickets (such as status changes, replies, priority changes, etc.) there.
Once configured, the Board view will have all the Item creation rules for this board, as well as item update settings for this board
The number that the rule has been triggered, creating an item in this board
You can update the Item creation rule at any time
These settings manage the actions that happen to the linked items after the corresponding tickets get updated in Freshdesk
Depending on your board structure and field mapping that you have configured, your synced board can look something like this:
You can choose to map all of the applicable ticket fields to the corresponding columns (like in this example), or just a few
UPDATING ITEM VALUES FROM THE BOARD VIEW WILL NOT UPDATE THE TICKET. USE THE ITEM VIEW INSTEAD
IMPORTANT NOTE: currently Freshdesk Connect only supports one way sync for the board view (from Freshdesk to monday.com). That means that any updates to the items you make from the board view (like changing the status) will not get synced to the tickets, and also might be automatically rewritten when the new updates from the ticket are synced to the item.
To send updates to the ticket use the Item View instead.
If you want to update the ticket, which is linked to an item, you should use Freshdesk Connect item view. Directly updating columns from the board currently is not supported.
After you add Freshdesk Connect item view, monday.com users will be able to see all the detailed information for about the linked ticket, see and contribute to the ticket conversation, and update various ticket properties:
Use Freshdesk Connect item view for checking all the current ticket details and posting updates to the linked ticket
Update selected propertied of the ticket like Status, Priority, Type, and more.
Direct URL to the linked Freshdesk ticket
Post private and public notes to the linked ticket
If you have items on your board, which is synced with Freshdesk, but these items have not been automatically created from tickets via Item creation rules, you can create a ticket from such item using the same Freshdesk Connect item view.
In such case Freshdesk Connect item view will automatically show you the ticket creation form instead of ticket details. This form will contain all the ticket fields that are configured as Required for creating a ticket in your Freshdesk account. Upon filling in this form, the ticket will get created and linked to the item, meaning that all future ticket updates will be synced to this item.
If the item is not yet linked to any tickets, Freshdesk Connect item view will automatically suggest you to fill in the form and create a new ticket and link to this item
You can use your own or third-party email (for example, your customer’s) as a ticket requester
Freshdesk Connect will require you to fill in all the ticket fields (including custom fields) that are configured as mandatory for ticket creation
If you no longer need to sync a board with Freshdesk, all you need to do is to delete the Automation Recipe for this board. This will automatically delete the corresponding Automation rules in Freshdesk. As a result, no new items be created in the board from new tickets, as well as no updates to previously linked tickets will be synced to the board’s items. No data will be deleted from the board.
If you have any questions, issues, suggestions, or feature requests, feel free to reach out to us at: apps@cloudstride.io.
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