Freshdesk

Creating feedback from Freshdesk to ProdPad is easy with a Zapier integration!

Once you have your accounts set up and ready to go, you can create a Freshdesk > ProdPad Zap.

Step 1: Select your Trigger

To start with, create a new Zap in Zapier, search for Freshdesk, and connect your Freshdesk account to the Zap. Next, select Update Ticket from the available triggers in Zapier. 

Once you've selected the tag, make sure to run a test in the  Test section to ensure everything is working correctly. 

Step 2: Add A Filter

To narrow down the tickets you are sending to ProdPad as Feedback, set up a filter so only matching items get pushed over with the Zap. To do this, add a step by pressing the  + button and selecting Filter by Zapier as the Action.

In the configuration menu, select Group Name from Step 1: Update Ticket (this is the Trigger step we previously created), followed by (Text) Contains, and lastly type in the text of the Group you will be using in Freshdesk. In the below example, the Group we have used in Freshdesk to trigger the Zap is ProdPad Group. You may see a warning that says "Your Zap would not have continued for this test data". If you see this warning, you can ignore it and move onto the next step. 

Step 3: Find Ticket in Freshdesk Using API Request

Next, create a new action by clicking the + button under the previous action you've created. Search for Freshdesk in the available actions in Zapier and connect your Freshdesk account. Next, in the Action event, scroll down and select API Request (Beta). To make things easier to navigate in the future, you can click the pencil tool on the right-hand side of the step title and rename it to "Ticket ID API Request" or something similar. 

In the Configure menu, select  GET for the HTTP Method and enter your Freshdesk account into the URL field followed by the contacts endpoint from Freshdesk. This will look something like https://[youraccountname].freshdesk.com. The contacts endpoint in Freshdesk is /api/v2/tickets/, and the complete URL should look like this:

https://[youraccountname].freshdesk.com/api/v2/tickets/ (make sure to change [youraccountname] in the URL to the correct account name).

At the end of the URL, click the  + button on the right-hand side of the field and select Ticket Display ID from Step 1: Update Ticket.

Make sure to run a test in the  Test section to ensure everything is working correctly. 

Step 4: Find Contact in Freshdesk Using API Request

Next, create a new action by using the  + button under the previous action you've just created. Search for Freshdesk in the available actions in Zapier and connect your Freshdesk account. Next, in the Action event field, scroll down and select API Request (beta). To make things easier to navigate in the future, you can click the pencil tool on the right-hand side of the step title and rename it to "Contact API Request" or something similar. 

In the Configure menu, select GET for the HTTP Method and enter your Freshdesk account into the URL field followed by the contacts endpoint from Freshdesk. This will look something like https://[youraccountname].freshdesk.com. The contacts endpoint in Freshdesk is /api/v2/contacts/, and the complete URL should look like this:

https://[youraccountname].freshdesk.com/api/v2/contacts/ (make sure to change [youraccountname] in the URL to the correct account name).

At the end of the URL, click the  + button on the right-hand side of the field and select Ticket Requester ID from Step 1: Update Ticket.

Run a test in the Test section to ensure everything is working correctly. 

Step 5: Find Company in Freshdesk Using API Request

Next, create a new action by using the  + button under the previous action you've created. Search for Freshdesk in the available actions in Zapier and connect your Freshdesk account. Next, in the Action Event field, scroll down and select API Request (beta). To make things easier to navigate in the future, you can click the pencil tool on the right-hand side of the step title and rename it to "Companies API Request" or something similar. 

Following the same behavior as above, in the Configure menu, select GET for the HTTP Method and enter your Freshdesk account into the URL field followed by the company endpoint from Freshdesk. The company endpoint in Freshdesk is /api/v2/companies/, and the complete URL should look like this:

https://[youraccountname].freshdesk.com/api/v2/companies/ (make sure to change [youraccountname] in the URL to the correct account name).

At the end of the URL, click the  + button on the right-hand side of the field and select Response Data Company Id from Step 4: Find Contact in Freshdesk Using API Request.. 

Run a test in the Test section to ensure everything is working correctly. 

Step 6: Create Feedback in ProdPad

Next, create a new action by using the + button under the previous action you've created. Search for ProdPad in the available actions in Zapier and connect your ProdPad account. Next, in the Action event field, scroll down and select Create Feedback. 

In the configure menu, click  + Add search step under the Contact field. This will add a search step to the action. 

Step 7: Find or Create a Contact in ProdPad

In the Configure menu for the new search step you've created, enter the below values into the required fields:

• Click the + button on the right-hand side of the Unique ID (email) field and select Response Data Email from Step 4: Find Contact in Freshdesk Using API Request.
• Click the + button on the right-hand side of the Name field and select Response Data First Name from Step 4: Find Contact in Freshdesk Using API Request..

Scroll down and tick the  Create ProdPad Contact if it doesn't exist yet? checkbox. 

Scroll further down and enter the below values into the required fields:

• For Link Name, enter the name of the link as you'd like it to appear in ProdPad. This will create a link from the Contact in ProdPad to the Contact in Freshdesk that you can use to quickly navigate between both apps. Once you've entered the link name, click the + button on the right-hand side of the field and select Response Data ID from Step 4: Find Contact in Freshdesk Using API Request.
• For Link URL, enter the below URL into the field:
  
  https:// [youraccountname].freshdesk.com/a/contacts/ (make sure to change [youraccountname] in the URL to the correct account name).
  
  Click the  + button on the right-hand side of the field and select Response Data ID from Step 4: Find Contact in Freshdesk Using API Request.
• For Link External ID, click the + button on the right-hand side of the field and select Response Data ID from Step 4: Find Contact in Freshdesk Using API Request.

The configuration settings for this Action should look like the below screenshot:

Run a test in the Test section to ensure everything is working correctly. 

Click back on the configure tab within this step and click + Add search step under the Company field. This will add a search step to the action. 

Step 8: Find or Create a Company in ProdPad

In the configuration menu, click the  + button on the right-hand side of the Name field and select Step 5: Find Company in Freshdesk Using API Request.

Scroll further down and enter the below values into the required fields:

• For Link Name, enter the name of the link as you'd like it to appear in ProdPad. This will create a link from the Contact in ProdPad to the Company in Freshdesk that you can use to quickly navigate between both apps. Once you've entered the link name, click the + button on the right-hand side of the field and select Response Data ID from Step 5: Find Company in Freshdesk Using API Request.
• For Link URL, enter the below URL into the field:
  
  https:// [youraccountname].freshdesk.com/a/companies/(make sure to change [youraccountname] in the URL to the correct account name).
  
  Click the  + button on the right-hand side of the field and select Response Data ID from Step 5: Find Company in Freshdesk Using API Request.
• For Link External ID, click the + button on the right-hand side of the field and select Response Data ID from Step 5: Find Company in Freshdesk Using API Request.

The configuration settings for this action should look like the below screenshot:

Run a test in the  Test this section to ensure everything is working correctly. 

Click Continue to return back to the Find or Create a Contact step. You should see that the Company field in the Find a Contact step is now populated.

Run a test in the  Test this section to ensure everything is working correctly. 

Click Continue, which should take you back to the Create Feedback step.

Step 9: Completing the Zap

From the Create Feedback step, click on the configure menu and enter the below values into the required fields:

• For Feedback, click the + button on the right-hand side of the field and select Description Text from Step 3. Find Ticket by Id.
• For Contact, this step should already be automatically populated with Contact ID from the search step we created previously (Step 7. Find or Create a Contact). 

Scroll further down in the Configure menu and enter the below values into the required fields:

• For Name, enter the name of the link as you'd like it to appear in ProdPad. This will create a link from the Feedback in ProdPad to the ticket in Freshdesk that you can use to quickly navigate between the two apps. Once you've entered the link name, click the + button on the right-hand side of the field and select Response Data ID from Step 3. Find Ticket by Id.
• For External Link URL, enter the below URL into the field:
  
  https:// [youraccountid].freshdesk.com/a/tickets/ (make sure to change [youraccountid] in the URL to the correct account name).
  
  Click the   + button on the right-hand side of the field and select Response Data ID from Step 3. Find Ticket by Id.
• For External Link External ID, click the + button on the right-hand side of the field and select Response Data ID from Step 3. Find Ticket by Id.

The configuration settings for this action should look like the below screenshot: 

Run a test in the  Test section to ensure everything is working correctly. 

Your Zap should look like the below screenshot:

If you choose to set up a Zap to send Feedback from Freshdesk into ProdPad when a New Ticket is created, your Zap should look like the below screenshot:
Once you're finished, test the Zap to ensure the correct information is being sent into ProdPad. Once you're happy with the Zap, you can publish it and begin using it to send tagged tickets in Freshdesk into ProdPad as Feedback!

Things To Note

When a Contact is created in ProdPad using the Zap, you'll see a CRM Link at the bottom of the Contacts information page. This link will take you directly to the contact in Freshdesk. 

When a Company is created in ProdPad using the Zap, you'll see a CRM Link at the bottom of the Company information page. This link will take you directly to the Company in Freshdesk. 

When Feedback is added to ProdPad using the Zap, you'll see an external link in the Links section of the Feedback. This link will take you directly to the ticket in Freshdesk. 

Once you send a ticket from Freshdesk into ProdPad as Feedback, you can use the Summarize AI button to generate a summary of the newly created Feedback. This is a handy way to quickly see what the Feedback contains. You can read more about how our AI tools work here, and more about how to use the Summarize button with Feedback here.