Create, update or reply to a Freshdesk ticket

Ten Freshdesk steps work with the tickets and contacts in your help desk. The first eight are the steps every help desk in Bizomate has, so a workflow moved from Freshdesk to Zendesk keeps its references:

• Freshdesk · Create a ticket — Opens a ticket for a customer, with its status, priority, group and agent.
• Freshdesk · Update a ticket — Changes a ticket's status, priority, group, agent, tags or custom fields.
• Freshdesk · Add a reply — Replies to the customer on a ticket — they get it by email.
• Freshdesk · Add a note — Adds a private note to a ticket, for agents only.
• Freshdesk · Find tickets — Tickets by status, priority, group, agent, tag or requester — or Freshdesk's own query.
• Freshdesk · Get a ticket — A ticket's details, by its number.
• Freshdesk · Create or update a contact — Updates the contact with this email, or adds one when there is none.
• Freshdesk · Find a contact — A contact by email or phone.
• Freshdesk · Add a time entry — Logs time an agent spent on a ticket.
• Freshdesk · Merge tickets — Merges tickets into one — the others are closed into the primary.

Every step except Find tickets, Get a ticket and Find a contact is tagged Changes data.

Who can do this

Workspace Admins and Editors. Freshdesk is a premium service, marked ◇: on the Free plan its steps say On any paid plan. You can build and test it now; publishing needs a paid plan.

Before you start

A Freshdesk connection in this workspace — see Connect Freshdesk.

Steps

Create a ticket:

1. Select + where the step should go. In the step picker, open Apps, select Freshdesk, then Create a ticket. Or search Freshdesk.
2. In Connection, choose your Freshdesk connection.
3. In Subject, the subject — Northwind Logistics cannot export invoices.
4. In Description, the text — Plain text, or HTML.
5. In Requester, the customer's email — rohan@consulace.com. The customer's email — someone new becomes a contact — or a contact's id. Optional: Requester name — For someone new. Empty: Freshdesk names them by their email.
6. Status starts at Open and Priority at Low. Change them if you need to — the statuses are your help desk's own, custom ones included; the priorities are Low, Medium, High and Urgent.
7. Optional: Type, Group (Or a group's name from an earlier step.), Agent (Or an agent's email from an earlier step.) and Tags (Separate several with commas.).
8. Optional: under Custom fields, each row is one of your help desk's ticket fields, with what it takes beside it — choice — Starter, Business · required. The help desk's own ticket fields, required ones first. A choice takes its words, a date 2026-10-09.
9. Select Run this step to try it. This opens a real ticket.

Update a ticket:

1. In Ticket, the ticket's number — The ticket's number. For example 1042, or the id from a trigger.
2. Fill in only what should change — Status and Priority (Empty leaves it.), Type, Group, Agent, Tags (Replaces its tags. Empty leaves them.) and Custom fields (Only the fields you fill in change.).

Add a reply, Add a note:

1. In Ticket, the ticket's number.
2. In Reply (or Note), the text — Thanks — we are on it. Plain text, or HTML. A reply goes to the customer by email, as the connection's agent; a note is private.

Find tickets:

1. Either type Freshdesk's own search in Query — status:2 AND tag:'northwind' — or leave it empty and use the fields below it. Freshdesk's own ticket search — it gives at most 300. Leave it empty to search by the fields below.
2. Without a query, fill in at least one of Status, Priority, Group, Agent, Type, Tag, Requester email (Only this customer's tickets.) and Updated since (a date, 2026-10-01).
3. In Most tickets, how many at most — Up to 1,000 — 300 through a search. It starts at 100.

Get a ticket:

1. In Ticket, the ticket's number.

Create or update a contact:

1. In Email, the contact's email — rohan@consulace.com. The contact is matched by it.
2. Optional: Name (Needed for a new contact.), Phone, Mobile, Company (A company in Freshdesk, by its name or id.), Job title and Custom fields.

Find a contact:

1. In Email, the email — or leave it empty and give Phone (Used when Email is empty.).

Add a time entry:

1. In Ticket, the ticket's number.
2. In Time spent, how long — Hours and minutes — 01:30, 90 (minutes) or 1h 30m.
3. Optional: Agent (Empty: the agent whose key the connection uses.), Billable (on to start with), Note and Done on (Empty: now.).

Merge tickets:

1. In Primary ticket, the ticket that stays — The ticket that stays open.
2. In Tickets to merge, the others — 1043, 1047. Their numbers, separated with commas. Each is closed into the primary ticket, its replies and notes moved there; this cannot be undone.
3. Optional: Note on the primary — A private note saying why. Optional. — and Copy their requesters — Adds the merged tickets' requesters to the primary ticket's CC.

Every list offers Use a value above it, to give a name, email or id from an earlier step instead; Choose from the list goes back.

Output

Good to know

• Find tickets and Find a contact give one item. When nothing matches, the run goes down When nothing is found instead, with found set to false — Find a contact also gives searchedFor. See When a Find step finds nothing.
• Find tickets by requester reads that customer's tickets, newest change first, and checks the other fields on them — all their tickets, unless Updated since narrows it. Every other search uses Freshdesk's, which gives at most 300.
• Status and priority are words both ways. Give Pending or High, and get them back as words.
• A reply is sent to the customer. Test it on a ticket of your own — opened for rohan@consulace.com — before running it on real tickets.
• Create or update a contact needs Name only when the contact is new.
• A merge cannot be undone. The tickets merged are closed into the primary one.
• After a field changes in Freshdesk, select Refresh columns on Custom fields.
• On the Free plan, publishing stops with "“Create a ticket” needs a paid plan. Change the plan, or remove it and publish the rest." Tests work on any plan.

If something goes wrong

Related

• Connect Freshdesk
• Start a workflow from Freshdesk tickets
• When a Find step finds nothing
• Premium connections on the Free plan
• Using what earlier steps found