Does your business use Freshdesk to manage support?

If so, you can use Zingtree decision trees to reduce your 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.

This short video shows how it works:

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, ticket subject, 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 Apps & Integrations.
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

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

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

   

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 that 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 to 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 ticket status and priority, you can also use variables named fd_status and fd_priority. This is optional.
6. Another option: Make a variable named fd_type for the ticket type. It can have text exactly matching one of these: Question, Incident, Problem, or Feature Request.
7. In the Action Buttons section, add a “Submit” button to go to your submit ticket page.
8. Save the changes to this node.