Create a column with link type in your monday.com board and name it as
Freshdesk Ticket.
Click
here
to find the Freshdesk API Key and keep it handy.
Step 2 : Installing Freshdesk on your Monday.com instance
Refer to the monday.com article on installing apps from the marketplace
here.
Go
here
and click Get Started / Install / Add To Your Account to add the app to
monday.com.
After installing the app, Select the Workspace & Board and click Add
Features.
Once we select the recipe of your choice, you will be redirected to
monday.com auth consent screen.
After authorizing access, you will be redirected to the app
Authentication screen. Enter the Freshdesk Subdomain & API key and
validate them.
If you have already validated the Freshdesk Subdomain & API Key, choose
the previously connected Freshdesk account.
Once your Freshdesk account is validated, you will be redirected to
monday.com to configure the recipe.
After configuring the recipes, you can add the recipe to the board.
Step 3: Configuring a Recipe
1 . When a ticket is created in Freshdesk, create an item on monday.com
You can use this Recipe to create an item in your monday.com
board for each ticket created in Freshdesk.
In this recipe, map the Freshdesk ticket fields to monday.com
columns by clicking the text "item",
which will open a field mapping popup
In the popup, map the fields by clicking the plus icon for each
column.
You should map the Freshdesk Ticket column with the option given
as Ticket ID.
Once the mapping is done, you can click Add to Board to add the
recipe.
2 . When a ticket is created in Freshdesk, create an update on
monday.com
You can use this Recipe to create an update in the respective
monday.com items for each ticket created in Freshdesk.
In this recipe, select the monday.com item to add updates by
clicking the text "item", which will
open the popup for item selection.
In the popup, select the monday.com item to add Freshdesk
tickets as updates.
Once you’ve configured it, click on Add to Board to add the
recipe.
3 . When a ticket status is updated in Freshdesk, create an update in a
monday.com item
You can use this recipe to update the respective monday.com item
when a ticket status is updated in Freshdesk.
Select the monday.com item in Recipe to add updates by clicking
the text "item", which will open the
popup for item selection.
In the popup, select the Freshdesk ticket status and the
monday.com item to add Freshdesk tickets as updates.
Once you’ve configured it, click on Add to Board to add the
recipe.
4 . When a ticket tag is something in Freshdesk when a ticket is
created, create an item and sync future changes to monday.com
Use this Recipe to create an item and sync the ticket’s future
changes to the item in the respective monday.com board for
tickets with configured tags in Freshdesk.
In this recipe, map the Freshdesk ticket fields to monday.com
columns by clicking the text "item",
which will open the popup for field mapping.
In the popup, map the fields by clicking the plus icon for each
column.
Map the Freshdesk Ticket column with the option given as Ticket
ID.
The tags should be already available in Freshdesk for the
integration to work. If the entered tag is not available in
Freshdesk, the integration will not be able to work.
To configure multiple tags, enter the values separated by
commas.
Once you’ve configured it, click Add to Board to add the recipe.
5 . When a status in monday.com is updated, add a Private note on the
Freshdesk ticket
Use this Recipe to add Private Notes to the Freshdesk ticket
when the status in the monday.com column is updated.
In this recipe, you will be using the Freshdesk Ticket column to
find the respective ticket. Please note that this will only work
on the items that have a valid Freshdesk Ticket column.
Select the respective status column and select the values for
that column.
Now, select the values for that corresponding status column.
Configure the respective note you want to add to the ticket.
Once you’ve configured the note, choose the column where the
Freshdesk Ticket ID is stored.
Once you’ve configured it, click Add to Board to add the recipe.
6 . When a status in monday.com changes to something, notify the
Freshdesk agent assigned to the ticket
Use this Recipe to notify the Freshdesk agent when the status in
the monday.com column is updated.
This recipe will use the Freshdesk Ticket column to find the
respective ticket.
Select the desired status column and corresponding values.
Now, configure the notification copy you want to send on the
email.
Once you’ve configured the notification, choose the column where
the Freshdesk Ticket ID is stored.
Once you’ve configured it, click Add to Board to add the recipe.
