Consider a condition like whenever a support ticket is created in Freshdesk, the automation builder must send a message to the user involved in their company’s chat channel (Slack/Microsoft Teams) as well as send an email to another person who might be an IT helpdesk agent to inform them of this as well. The steps for this are as follows:
1) First, you’ll have to create the Create Support Ticket action in Freshdesk before setting up a condition. For this, use the Add Action option. Click on the Select Application dropdown and select Freshdesk.
2) Next, you’ll need to select the Action to be performed in Freshdesk. Here, we want to create a support ticket in freshdesk for a user’s IT issue so select Create Support Ticket under the Action dropdown.
3) After selecting the Action, you’ll have to connect to a Freshdesk account so that you grant access to the Assistant to perform an action automatically using the selected application. For this, use the fields under Connect Account to enter the credentials for the Freshdesk account and then click on the Connect Account button to connect to that account.
4) Next, you’ll need to specify the inputs in the fields under Input on the Add Action pop up. In this case, since you want to the automation builder to create a support ticket in freshdesk, you’ll have to specify the Reporter Email, Priority, Subject, Description and Domain URL.
5) You can see that the Action Information field filled according to the application and the action you select for it. Now click on the Save button to save the action.
6) Next, we’ll need to specify the condition for this Create Support Ticket action in Freshdesk so that after checking the output of the action using the condition, a message will be sent to the respective user in their business’ chat channel and an email will be sent to the HR informing them of the same. For this, use the Add Condition option on the automation builder.
7) On the Condition pop up, first you’ll have to give a name for the condition. Here you can name the condition as Ticket Created.
8) Next, you’ll need to choose the conditions in the fields under Rules on the Condition pop up. First, you’ll need to select the output variable of the Create Support Ticket action that we created earlier for Freshdesk. You can do this by clicking in the first field under Rules that opens the Context Variable popup that lists down all the available output variables under the Create Support Ticket action. On the Context Variable pop up, select the action success output under Freshdesk.
9) Next, you’ll have to select what you want to check for the output that you selected in the first field under Rules. For this, you can use the dropdown under Rules to choose any one of the different types of conditions available which you want to use to check for the selected output in the first field. Here, select True since we just need to check if ticket has been created or not. Now, the third field is not required since we just need to check if ticket has been created. The Information field on the Condition pop up will be prefilled according to the condition you choose.
10) Next, you’ll need to create parallel actions for sending a message to the user as well as sending an email to the IT admin. For this, you can use the Add Parallel Path option.
