Three Freshdesk triggers check your help desk every 5 minutes:

  • Freshdesk · New ticket — When a ticket is created — checked every 5 minutes.
  • Freshdesk · Ticket updated — When a ticket changes — checked every 5 minutes.
  • Freshdesk · New reply — When someone replies on a ticket — checked every 5 minutes.

Each one found since the last check starts a run.

Who can do this

Workspace Admins and Editors. Viewers see the trigger and its status but cannot change it. Freshdesk is a premium service, marked ◇: you can set the trigger up and test it on any plan; publishing asks for a paid plan.

Before you start

A Freshdesk connection — see Connect Freshdesk. The triggers find only the tickets the connection's agent can see.

Steps

  1. Open the workflow in the designer and open the trigger picker — Browse all triggers on an empty workflow, or select the trigger and Change how it starts.
  2. Under Freshdesk, select the event. Or type Freshdesk in Search triggers.
  3. In Connection, choose your Freshdesk connection.
  4. For Ticket updated: optional, in Status, choose one — Resolved. Only tickets in this status after the change. Empty: any. Priority works the same way.
  5. For New reply: in From, choose Anyone (the default), Customers or Agents; turn on Private notes too to hear agents' private notes as well.
  6. Open the Output tab. Under Test with a real one, select Fetch a sample. The newest matching ticket from the last 30 days comes in — for New reply, its newest reply — and Test run starts with it.
  7. Add the steps, test, then Publish.

What the trigger gives

  • New ticket and Ticket updated: the ticket, as the Freshdesk steps give it — id (its number), url, subject, description, status, priority, type, requesterId, requesterName, requesterEmail, groupId, groupName, assigneeId, assigneeName, tags, createdAt, updatedAt, and each custom field by its label.
  • New reply: the reply — id, ticketId, ticketSubject, body, private, fromName, fromEmail and createdAt — Any update? from Rohan Mehta.

What happens next

  • The first check after publishing only notes the time. Tickets and replies already there never start a run. Until then the panel says Starts with what arrives after you publish — nothing already there sets it off.
  • Each find starts one run, named after it — New ticket · #1042 Northwind Logistics cannot export invoices, Ticket updated · #1042 …, New reply · #1042 · Rohan Mehta.
  • Up to 100 runs start from one check; the rest wait for the next, in order.
  • A check that finds nothing starts no run and costs nothing.
  • The trigger's Settings show what it is doing — Checking every 5 minutes — Last checked 10:45 · next 10:50 — and its Recent checks.

Good to know

  • Every 5 minutes, on every paid plan. Freshdesk's triggers have no Checks choice.
  • Each check looks a minute further back than the last, so nothing is missed — and nothing found before is run twice.
  • Ticket updated starts one run per change a check sees. A ticket changed three times between two checks starts one run, with how it is now. It hears changes your own workflow makes too — take care that a workflow updating tickets does not start itself again.
  • Status and Priority are the ticket's after the change, not what changed.
  • New reply: Customers are replies the customer sent in; Agents are agents' replies — and their private notes, with Private notes too on.
  • Changing a filter and publishing starts again from then.
  • Runs start in Production and count in the month's allowance.

If something goes wrong

What you see Why What to do
Nothing matches yet — add one, then fetch again. No ticket, or no reply, matches in the last 30 days. Open a test ticket from rohan@consulace.com, then Fetch a sample.
Not checking since 10:45 with Freshdesk refused: … Check the connection's details on Connections. Nothing is lost — what arrives meanwhile is picked up by the first check that works. The key was reset, or its agent removed. Select Reconnect and fill in a new key, then Check now. See When an app trigger stops checking.
A workflow runs again and again A step updates the ticket that Ticket updated watches. Add an If step that stops when nothing you care about changed — see Choose a path with If.
Publishing stops — "“New ticket” needs a paid plan. Change the plan, or remove it and publish the rest." The company is on the Free plan. Ask the company Owner to change the plan; see Premium connections on the Free plan.
Runs show Skipped — "… needs a paid plan, so the run was skipped." The plan moved back to Free. Change the plan; the workflow runs again from its next trigger.