Freshdesk - Create a Ticket

The Freshdesk integration allows for easy connectivity between your OneBlink forms and your Freshdesk system. Once configured, any OneBlink form can be used to create tickets in your Freshdesk account. 

Setting up the Integration

1. Open the Integrations Menu and navigate to the Freshdesk integration card.

2. Click EDIT INTEGRATION and add your Freshdesk base URL, Agent API key and click SAVE. 

• If you are using a custom domain for your portal you will need to use the original URL (yourcompany.freshdesk.com). 
• An Agent API key can be found by clicking the agent icon in the top right of your Freshdesk portal and selecting profile settings.

Note: The Agent API Key used for this integration will be appear as the one creating tickets. The suggestion is to add an Agent to you freshdesk account with a generic name for example "OneBlink Form". This way when new tickets are created you know they are created from the OneBlink form instead of appearing as tho they were added by an agent.

Setting up the Submission Event

1. Open the form you want to use and submission events tab.

2. Select the Freshdesk: Create Ticket submission event.

3. Configure your ticket properties.

Set on Submission Event

When mapping the properties on the submission event, you will be presented with a manual input depending on the type of property. For example, text properties will give you a free text input, date properties will give you a date picker, dropdown properties will display from the list of available options etc. Once these are set, the properties will be the same for every submission. In the example below the Priority has been set to Medium, meaning all submission of this form will create tickets with a Medium Priority. 

Set in the Form

Instead of manually selecting or entering the value of the property on the submission event, you can populate them from the elements in your form. In the example below, the property is being set by the person completing the form — if you have a dropdown Freshdesk property, you can pull the list of options from your Freshdesk account. This can be done using the Freshdesk fields options as per the priority example below. Configuring the submission event this way allows the person filling in the form to set the Freshdesk ticket properties such as specifying the priority of the ticket. 

Required Properties

Properties that are required when setting up the submission event if the property has “Required when submitting the form” check turned on for either the agent or the customer. You can see this configuration in your Freshdesk Ticket Fields menu. If these are not set then that property does not need to be set in the submission event. 

Creating a Ticket

Once the submission event is configured, any submission of the form will create a Freshdesk ticket in your account. 

All form elements are included in the ticket description, ensuring that all the data from the form is available in the Freshdesk ticket. 

Attachments are including in the description as downloadable links, these will last for 7 days before they expire.

Get Help

If you have any question or would like assistance with setting up your Freshdesk integration, please contact us via this support portal or email support@oneblink.io. We are happy to assist in any way we can.