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Freshdesk Extension

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About the Freshdesk Extension

Events triggered in Qualtrics can create Freshdesk tickets. Maybe you’re interested in flagging low CSAT ratings to your managers; maybe you want to build a Qualtrics survey explicitly for product bug escalations that creates Freshdesk tickets. You can do all this and more by using the Actions tab of your survey.

Qtip: This page explains how to use Qualtrics to create and update Freshdesk tickets. For more on processes set up on the Freshdesk side, see Freshdesk’s support portal.
Qtip: Are you curious how actions in Freshdesk can trigger tasks in Qualtrics, such as a CSAT survey that goes out when Freshdesk tickets are resolved? Check out our JSON Event page for an example on integrating with Freshdesk.

Setting Up a Freshdesk Task

  1. Navigate to the Actions tab of a survey or the global Actions page.
    navigating to the actions tab of a survey and clicking create new action
  2. Click Create an action.
  3. Choose whether you want your action to be Scheduled or Event-based. See Scheduled Actions vs. Event-based Actions for more information about each option.
  4. Set up the event for your action (if event-based) or determine the schedule (if scheduled).
    choosing the survey event, adding conditions, and choosing the task
  5. Click the plus sign ( ) and then Conditions to add conditions to your action. Conditions determine under what circumstances the action runs. See Creating Conditions for more information.
  6. Click the plus sign ( ) and then Task.
  7. Select Freshdesk.
    choosing the freshdesk task
  8. Choose the task you’d like to do in Freshdesk. You can create a ticket or update an existing one.
    choosing the type of freshdesk task
  9. Click Next.
  10. Select the Freshdesk account the task should be completed in.
    choosing the freshdesk account to use or adding a new one

    Qtip: You’ll be able to select any accounts you’d previously connected to Qualtrics, along with any accounts configured by Brand Administrators in Extensions.
  11. If you’d like to connect a different Freshdesk account, click Add user account.
    Qtip: After clicking Add user account, you’ll be asked to give your account a name and to enter the username and password for your Freshdesk account. Click Connect account when finished with the setup.
    adding a freshdesk account
    Qtip: You can edit your connected account’s name by clicking the pencil icon in the account selection window. To disconnect your account, click the trash can icon. Be careful when deleting accounts, as any plugins using this account will no longer work.the pencil and trash can icons for editing or removing an account
  12. Click Next and finish setting up the task. Depending on the selected task, the setup will be different. See the below sections on setting up each task.

Creating a Freshdesk Ticket

mapping values for the create ticket task

  1. Enter your Freshdesk Subdomain. If you log into Freshdesk using examplecompany.freshdesk.com, then you would put examplecompany in this field. This field is required.
  2. Enter the email address of the customer who requested this ticket be raised in the Requester Email field. This field is required.
    Qtip: If the email belongs to the survey respondent, you can use the Piped Text menu ( {a} ) to select the email address used in the contact list (Recipient Email under Panel Field). If you included a question in your survey asking for the email address of the respondent, you can use the Piped Text menu to select the specific survey question (under Survey Question).
  3. Choose a Priority ID to assign a priority to the ticket. The options are Low, Medium, High, and Urgent. This field is required
  4. Select a Status ID to assign a status to the ticket. The options are Open, Pending, Resolved, and Closed. This field is required.
  5. Enter a Subject. This is the subject line of the ticket. This field is required.
  6. Enter a Description. This is the description of the ticket. This file is required
  7. Click Add Field to add more fields to your ticket. Your options include:
    • Responder ID: Enter the ID of the agent who should be assigned the ticket.
      Qtip: For more information on how to retrieve a Responder ID in Freshdesk, see their support page on Responder IDs.
    • Type: Select the category type the ticket belongs in. Types help organize the different kinds of issues your support team deals with. The options are Question, Incident, Problem, and Feature Request.
    • Tags: A comma-separated list of tags surrounded with quotes. For example, a ticket on using the Salesforce extension and SSO would be “Salesforce”, “SSO”. Note that the punctuation is outside the quotes.
    • Custom Field Add the name and value of a custom Freshdesk field. You can add multiple custom fields.
  8. To delete fields, click the symbol to the right of the field.
  9. When finished, click Save.

 

Updating a Freshdesk Ticket

mapping values for the update ticket task

  1. Enter your Freshdesk Subdomain. If you log into Freshdesk using examplecompany.freshdesk.com, then you would put examplecompany in this field. This field is required.
  2. Enter the Ticket ID of the ticket you’d like to update. This field is required.
    Qtip: For help finding a ticket ID, reach out to Freshdesk support.
  3. To specify what additional parameters are updated in the ticket, click Add Field and select a field from the list. Your options are:
    • Requester Email: Enter the email address of the customer who requested this ticket be raised.
      Qtip: If the email belongs to the survey respondent, you can use the Piped Text menu ( {a} ) to select the email address used in the contact list (Recipient Email under Panel Field). If you included a question in your survey asking for the email address of the respondent, you can use the Piped Text menu to select the specific survey question (under Survey Question).
    • Priority ID: Assign a ticket priority. The options are Low, Medium, High, and Urgent.
    • Status ID: Assign a status to the ticket. The options are Open, Pending, Resolved, and Closed.
    • Subject: Enter the subject line of the ticket.
    • Description: Add a description to the ticket.
    • Responder ID: Enter the ID of the agent who should be assigned the ticket.
      Qtip: For more information on how to retrieve a Responder ID in Freshdesk, see their support page on Responder IDs.
    • Type: Select the category type the ticket belongs in. Types help organize the different kinds of issues your support team deals with. The options are Question, Incident, Problem, and Feature Request.
    • Tags: A comma-separated list of tags surrounded with quotes. For example, a ticket on using the Salesforce extension and SSO would be “Salesforce”, “SSO”. Note that the punctuation is outside the quotes.
    • Custom Field Add the name and value of a custom Freshdesk field. You can add multiple custom fields.
  4. To delete fields, click the symbol to the right of the field.
  5. When finished, click Save.