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FreshdeskPRO

This knowledge base article relates to the WS Form Freshdesk add-on. Included with the Agency edition or buy separately for other editions.

The Freshdesk add-on allows you to create custom support ticket forms on your website that are pushed to your Freshdesk account.

Installation

The Freshdesk plugin is installed in the same way as installing the WS Form PRO plugin.

Once installed you will need to activate the license for the plugin. When you purchase the Freshdesk plugin, you will be given a license key. If you have lost your license key(s), click here.

To activate your license key:

  1. Click WS Form in the WordPress administration menu.
  2. Click Settings.
  3. Click the Freshdesk tab at the top of the page.
  4. Enter your license key.
  5. Click the Activate button.

If your license key fails to activate, please ensure you are using the correct license key and not your WS Form PRO license key.

Connecting to Freshdesk

In order to use the add-on, you need to connect it to Freshdesk. Connecting is easy!

  1. Click WS Form in the WordPress administration menu.
  2. Click Settings.
  3. Click the Freshdesk tab at the top of the page.
  4. Enter your Freshdesk subdomain (e.g. my-company). How to find your subdomain.
  5. Enter your Freshdesk API. How to find your API key.

If you do not have a Freshdesk account, you can create a new account here.

Creating a Form for Freshdesk

Automatically

The Freshdesk add-on can automatically create a form for submitting a ticket.

  1. Click WS Form in the WordPress administration menu.
  2. Click Add New.
  3. Select the Freshdesk tab at the top of the page.
  4. Choose New Ticket to create a generic form or choose one of your Freshdesk forms.
  5. Wait a few moments while the form is created.

That’s it! Your form will be created and is ready to add to your website.

Manually

It is also possible to use any form created in WS Form and add an action so that it is submitted to Freshdesk when a user saves or submits their form.

To add a Freshdesk action:

  1. When editing your form, click the Actions icon at the top of the page. The Actions sidebar will open on the right-hand side of the page.
  2. Click the Add  icon to add a new action.
  3. Select Add to a Freshdesk List from the Action pulldown. A series of settings will appear.

As with all sidebars in WS Form, click to the Save button at the bottom to save your changes, or click Cancel to disregard your changes.

The Freshdesk action settings are as follows:

When Should This Action Run?

You can choose to run the Freshdesk action when the form is saved, submitted, or both.

Field Mapping

Field mapping tells WS Form which of your form fields relate to the corresponding fields in Freshdesk. For example you would want to map your Email field to the Email field in Freshdesk.

To map a field:

  1. Click the Add  icon at the bottom right of the field mapping section.
  2. In the left-hand column, select your form field.
  3. In the right-hand column, select the corresponding Freshdesk field.
  4. Repeat this process for each field on your form.
  5. Click the Save button at the bottom of the sidebar to save your changes.
Custom Mapping

You can also add custom key/value mappings that are sent to your endpoint.

To add custom mapping:

  1. Click the Add  icon at the bottom right of the meta mapping section.
  2. Select your form field.
  3. In the left-hand column, enter a custom value.
  4. In the right-hand column, choose a Freshdesk field.
  5. Repeat this process for each custom map.
  6. Click the Save button at the bottom of the sidebar to save your changes.
Tag Mapping

Tag mapping tells WS Form which of your form fields relate to the tags in Freshdesk.

To map a field:

  1. Click the Add  icon at the bottom right of the tag mapping section.
  2. Select your form field (We recommend using a check box field).
  3. Repeat this process for each field on your form.
  4. Click the Save button at the bottom of the sidebar to save your changes.

Tag mapped fields need to be a choice field, such as Select, Checkbox, or Radio fields.

Attachments

You can also attach files to Freshdesk tickets. To do this you just need to add at least one file upload field on your form.

To map your file upload field to Freshdesk:

  1. Click the Add  icon at the bottom right of the attachments section.
  2. Select your file upload field.
  3. Repeat this process for each field on your form.
  4. Click the Save button at the bottom of the sidebar to save your changes.

Variables

The Freshdesk add-on introduces additional variables that you can use in actions such as messages and emails.

Name / VariableAdditional Information
Ticket ID
#freshdesk_ticket_id
Returns the ID of the created ticket.
Ticket URL
#freshdesk_ticket_url
Returns the URL of the created ticket in your Freshdesk account. Do not use this URL in any communications to the person submitting the ticket.