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

First of all, you'll want to set up a trigger. In the example below, I've set Freshdesk as the App and Update Ticket as the event that will trigger the Zap. Once a ticket is updated in Freshdesk, the Zap will be triggered and the flow will begin.

Step 2: Add A Filter

To narrow down the tickets you are passing forward 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. For this example, I've created a tag in Freshdesk called "ProdPad", but you can of course use your own tag here instead. You would then tell Zapier to only move forward if the request is updated with the tag. This means that when a ticket is updated in Freshdesk and contains the specified tag, the action will take place.

Step 3: Find Ticket in Freshdesk by Id

From here, we want to create our first action for Freshdesk. In this example, this will be an action that fetches the ticket description to create our feedback. To do this, add a step by pressing the  + button and selecting Freshdesk as the App. Next, select the Find Ticket by Id option for the event. For account, make sure your Freshdesk account is selected and set the Ticket Id to Ticket Display Id for Action.

Click the blue  Continue button and test the action. You'll want to make sure your ticket description is displayed in the description and description_text fields in the test result.

Step 4: Find Contact in Freshdesk Using API Request

Next, we need to set up an action to find a contact in Freshdesk. To do this, press the  + button again and select Freshdesk as the App and API Request (Beta) as the event (for this type of Zap, we suggest using the Beta option as the non-Beta actions that you would expect to perform the same function do not return the contact email address). In the screenshot below I have renamed the action to API Request - Find Contact in Freshdesk. The account section should be set to your Freshdesk account.

Next, we need to set up the Action. This is where we can create the API call to pull the relevant information needed from Freshdesk. I've built the API link using the below information:

Freshdesk API information documentation - (this is where you can find all the information needed for Freshdesk's API calls) - https://developers.freshdesk.com/api/?_ga=2.223262879.541409777.1550189352-1628441631.1550189352#introduction

Action set up:

*URL (required) - https://prodpadtestaccount.freshdesk.com/ (this is simply the Freshdesk account URL). Copy and paste this link into the URL field.

API call GET - /api/v2/contacts/ (you can find this part in the above document by clicking this link here and scrolling down to the View a Contact section). This is the API call we're going to use to retrieve the contact information from Freshdesk. For this step, simply copy the GET API call and paste it at the end of the URL field.

You'll see in the Freshdesk documentation the  /api/v2/contacts/ link contains [id] at the end. You'll want to delete the [id] part of the link, and instead replace it with the relevant data from Freshdesk. To do this, simply click the text field at the end of the URL and select the data you need. In this example, because I want to retrieve the contact email address, I've selected the Update TIcket In Freshdesk action followed by Ticket Requeser Id.

The result should look like the data in the below URL field:

Once you've created the API call, press the blue  Continue button to move to the next stage.

You'll now want to test the action to ensure it's working correctly. Press the blue  Test button and wait for the action to be completed. Once the test has finished, you'll want to scroll down until you find the data: section and check to see if the email: field is populated with the customer's email address.

Step 5: Find Company in Freshdesk Using API Request

We can now create another action for Freshdesk to retrieve the company name from the API call. I've set this action up as another API request, which allows for specific information to be included in the requested data. To do this, press the  + button again and select Freshdesk as the App and API Request as the event.

Make sure the account is set to your Freshdesk account.

For the action, we'll want to build another API call. I've built the API link using the below information:

Freshdesk API information documentation - (this is where you can find all the information needed for Freshdesk's API calls) - https://developers.freshdesk.com/api/?_ga=2.223262879.541409777.1550189352-1628441631.1550189352#introduction

Action set up:

*URL (required) - https://prodpadtestaccount.freshdesk.com/ (this is simply the Freshdesk account URL). Copy and paste this link into the URL field.

API call GET - /api/v2/companies/ (you can find this part in the above document by clicking this link here and scrolling down to the View a Company section). This is the API call we're going to make to retrieve the company information from Freshdesk. Also to note (again), you'll see in the Freshdesk documentation the link contains [id] at the end. You'll want to delete this part of the link, and instead replace it with the relevant data from Freshdesk. To do this, simply click the text field and select the data you need. In this example, because I want to retrieve the contact email address, I've selected Response Data Company Id.

The  Response Data Company Id is the contact information we're wanting to retrieve. The result should look like the data in the URL field below:

Once you've created the API call, press the blue Continue button to move to the next stage.

You'll now want to test the action to ensure it's working correctly. Press the blue  Test button and wait for the action to be completed. Once the test has finished, you'll want to scroll down in the test result until you find the data: section. Check to see if the name: field is populated with the company name.

We can now set up the actions for ProdPad.

Step 6: Find or Create Company In ProdPad

To start with, press the  + button to create a new action and select ProdPad as the App and Find Company for the event. For the account, make sure your ProdPad account is selected. In Action, select Response Data Name for the Name field and tick the Create ProdPad Company if it doesn't exist yet? box.

Press the blue Continue button and test the action. The test result should display the name of the company in the name: field.

Step 7: Find or Create Contact In ProdPad

Next, we'll set up another action for ProdPad by pressing the  + button and setting ProdPad for the App and Find Contact for the event. For the account, make sure your ProdPad account is selected. In Action, select Response Data Email for the Unique ID (Email) field, Response Data Name for the Name field and tick the Create ProdPad Company if it doesn't exist yet? box.

Click the blue  Continue button and run a test on the action. You'll want to confirm that the email: field is populated with the customer's email address in the test result.

Step 8: Create Feedback In ProdPad

On to our final step! We can now create the feedback to send to ProdPad. To do this, add another action by pressing the + button. Set ProdPad as the app and Create Feedback for the event. Make sure your ProdPad account is selected for Account. You'll then want to set the following for the Action:

Feedback: Click the  Feedback text field > Find Ticket by Id in Freshdesk >Description Text. This will fetch the description text from this action.

Contact ID: Click the  Contact text field > Custom > Find Contact in Prodpad > Contact ID.

Click the blue  Continue button and run a test on the action. You'll want to confirm that the name, email and feedback fields are populated with the desired data in the test result.

Once you're finished, your steps should look similar to the screenshot below:

If you're happy with the Zap from here, you can go ahead and publish it!