Flow Designer has a Freshdesk Alerts trigger and built-in Freshdesk steps to help you integrate Freshdesk into your event management and incident response flows.

Freshdesk Steps

The following steps are available:

  • Create Ticket: automatically create a new ticket in Freshdesk, populating it with information from the alert or previous steps in the flow.
  • Update Ticket: automatically update an existing ticket as information about the alert changes.
  • Add Comment: automatically add a comment to an existing ticket, with new information from other steps in the flow.

In the example above, the flow creates a Freshdesk ticket when a certain response is selected, including alert information in the ticket. The flow creates a channel in Slack using the ticket ID in the name and posts a message with details about the alert so the team can start collaborating on a resolution. The Slack channel name is added to an internal comment in Freshdesk. Finally, the Slack channel URL is added as an External ID in the Freshdesk ticket for traceability.

Create Ticket

Use the Create Ticket step to automatically create a new ticket in Freshdesk. Map outputs from previous steps to the inputs to complete the incident details.

Update Ticket

Use the Update Ticket step to automatically update the information on an existing ticket. Map outputs of previous steps to the inputs to determine which ticket to update and what details to change.

Add Note to ticket

Use the Add Note step to automatically add an internal note or public reply to an existing ticket. Map outputs of previous steps to the inputs to create the comment and determine which ticket to comment on.

Freshdesk Alerts trigger

Flow Designer includes a built-in Freshdesk Alerts trigger that initiates a flow when it receives a signal from a Freshdesk automation rule. You can configure a Freshdesk target to send the request when your configured conditions are met.

This trigger is used in our packaged Freshdesk workflow. If you're using Freshdesk in your incident management processes, you might want to check it out. The workflow instructions have additional information on automatically determining recipients of xMatters notifications based on agent or group assignment in Freshdesk. The workflow already has steps in its flows to update and add comments to Freshdesk tickets with information from the xMatters alert.