We use Freshdesk for support and clickup for technical team work management (small company).
We have a functioning zap to transfer all Freshdesk tickets to click up (dedicated support folder) including mapped fields for name, display ID, url, description, product, type.
Not all of these fields are complete when tickets come in. An agent needs to review in Freshdesk and add type and sometimes product. Depending on these updates, the ticket is routed to the correct product team in click up (or closed if the support agent can handle the request - so sets the ‘type’ to ‘general support’). Click up handles these secondary automations, but I need a zap to transfer the info over when the agent makes these updates on the initial review. I am struggling with this zap.
I think I need:
- Trigger: update task in freshdesk
- Find task in click up
- Update task in click up
In stage 2 I am unsure what to put in the fields.
In stage 3 it is the same, and I don’t know how to make it link to the result from stage 2.
We do need all support tickets to appear in click up initially as it informs a lot of the self-serve development we do. All help appreciated - I am a project manager not a developer so simple terms !!
Best answer by MohSwellamView original