Question

Freshdesk to Pipedrive | Create Notes in PD from Freshdesk Ticket

  • 9 March 2023
  • 6 replies
  • 39 views

Hello,

 

I’m trying to setup a Zap to insert data from Freshdesk into Pipedrive.I have my accounts linked but for some reason the data linked to the Freshdesk ticket is not showing up. I might be missing something but the requester email and requester company name are showing under the ticket but not when pulled in by the Zap. The reason I need this is to have a value to link to the Pipedrive deal to know which deal to insert the notes to. Any help is appreciated.

 


6 replies

Userlevel 7
Badge +14

Hi @corycalavan 

Good question.

Tickets and Contacts are different, with Contacts being linked to Tickets.

The Ticket should indicate the linked Contact ID.

You may need to add another step in the Zap to Find Contact.

To give us more context, please post detailed screenshots with how your Zap steps are configured along with the data points returned from the Zap trigger step.

 

Hi @Troy Tessalone,

 

Thanks for the quick response. Ok, finding the contact makes sense. However, the field that is required is the requester email which is not populating. I might be doing it wrong. Here is a screenshot of what I have setup so far:

 

Userlevel 7
Badge +14

@corycalavan 

Can you provide screenshots that show all the returned data points for the trigger step?

 

I believe this is what you want to see:

 

Userlevel 7
Badge +14

@corycalavan 

From the Freshdesk API: https://developers.freshdesk.com/api/#view_a_ticket

You may have to use the Freshdesk API to retrieve the desired details related to the ticket.

App APIs can be used in Zaps with the Webhooks app: https://zapier.com/apps/webhook/help

Freshdesk is also included in the Make API Request action available: https://help.zapier.com/hc/en-us/articles/12899473501453-Create-an-API-request-in-your-Zaps#which-apps-offer-api-request--0-1

 

Userlevel 7
Badge +12

Hi @corycalavan!

As Troy explained, the email address of the person who requested the ticket isn’t included in the information from Freshdesk for the New and Updated ticket triggers. 

 

We do have a feature request open for this, and I’ve added you as an interested user. This lets the Freshdesk team know how many folks would like to see this addition and also means that we’ll send you an email when we have an update. 

 

We’ll also update the post below if/when we hear from Freshdesk about that feature request:

 

I can see that there is a requester ID in the data from the trigger, I’m not sure if that’s helpful to you? It’s not possible to search for a contact using ID as a Zap action, so I’m not sure if that gets us any closer to a solution. I’m sorry I don’t have better news for you!

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