Create Freshdesk Tickets from Zingtree Decision Trees

Does your company use Freshdesk to manage technical support?

If so, you can use Zingtree decision trees to reduce your technical support team’s workload. Customers can either self-solve their issue, or you can get a new ticket in your Freshdesk that includes all the information from their decision tree session. By effortlessly gathering background information from the customer via the decision tree, you save a lot of time by reducing back-and-forth messages.

Here’s how a ticket generated by Zingtree appears in Freshdesk:

Note how the ticket includes a transcript of the Zingtree session.

Click the button below if you’d like to try a demo tree that generates a ticket in our Freshdesk sandbox:

Setup Overview

It’s easy to set this up – here’s an overview of the process:

  1. Add a new Application to Zingtree for creating Freshdesk Tickets.
  2. Create a “Ticket Submitted” node.
  3. Create a “New Ticket” node to obtain the customer’s name, email, a ticket subject, a description, and optional custom fields.

Add a new Application to Zingtree for creating Freshdesk Tickets.

A Zingtree application can be called from any node. You’ll need to add the Freshdesk App first as follows:

  1. Log into your Zingtree account.
  2. Go to Account > My Apps.
  3. Select the Freshdesk: New Ticket App.
  4. Enter your Freshdesk API key and domain name. (Instructions are on the page.)

  5. Click Add Freshdesk App to save the new App.

Create a “Ticket Submitted” Node

When this node appears, a new ticket is added to your Freshdesk installation. This is the end result of pressing a “Submit Ticket” button inside the decision tree. You can create this node as follows:

  1. Go to Tools > Add Node.
  2. Add a new Content Node.
  3. Give the node a title, and any text you want to appear in the content area – like “Thanks for submitting a ticket” etc.
  4. Click the Apps/Webhooks tab.
  5. Click Add App/Webhook.
  6. Select the Freshdesk App you just created. You should see something like this:

  7. Click Save Changes to save this node.

Now we’re ready to link a ticket entry page to this “Ticket Submitted” node.

Create a “New Ticket” node

After your customer goes through the troubleshooting session, if they haven’t been able to resolve the issue, you can direct them to a node which collects the following info:

  • Name
  • Email
  • Subject for the Ticket
  • Description of the problem.

You use Zingtree’s Data Entry Fields to get this info. The field variables need to be named as follows:

name = fd_name
email = fd_email
subject = fd_subject
description = fd_description

  1. Edit the node where you want the customer to submit the ticket.
  2. Click the Data Entry Fields tab.
  3. Add fields for fd_name, fd_email, fd_subject, fd_description. When you are done, your Data Entry Fields will look something like this:

  4. You can also optionally add Custom Fields into the ticket. In the above example, we have a custom field named product in our Freshdesk installation. So the Zingtree equivalent is fd_cf_product.
  5. If you want to set the status and priority, you can also get variables named fd_status and fd_priority. This is optional.
  6. Click the Action Buttons tab, and add a “Submit” button to go to your submit ticket page.
  7. Save the changes to this node.

Summary

Examine this tree from the Demo Gallery to see a real live setup.

That’s how easy it is to create Freshdesk Tickets from Zingtree. Any questions, comments or suggestions for improvement? Talk to us!

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