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We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Freshdesk: Add Note to Ticket Integration

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The Freshdesk Add Note to Ticket integration allows for easy connectivity between your CivicOptimize forms and your Freshdesk system. Once configured, any CivicOptimize form can be used to add a note to an existing ticket in your Freshdesk account.  

 

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Set Up the Integration

  1. Navigate to Advanced Tools and select Integrations
    Advanced tools menu in left navigation with integrations selected in the sub-menu.
  2. Click Setup Integration on the Freshdesk card
    Setup integration button on Freshdesk card.
  3. Add your Freshdesk Base URL and Agent API key
    Base URL and API key fields.
    Note: If you are using a custom domain for your portal you will need to use the original URL (yourcompany.freshdesk.com). An Agent API key can be found by clicking the agent icon in the top right of your Freshdesk portal and selecting profile settings. The Agent API Key used for this integration will appear as the one adding notes to tickets. The suggestion is to add an Agent to your Freshdesk account with a generic name for example "CivicOptimize Form". This way when new notes are added to tickets you know they are created from the CivicOptimize form instead of appearing as though they were added by an agent.
  4. Click Save
    Save button.

 

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Set Up the Workflow Event

  1. Navigate to Forms
    Forms menu.
  2. Open the desired form
    Select form.
  3. Select the Workflow tab
    Workflow tab.
  4. Add the Freshdesk: Add Note to Ticket event to the form
    Add note to ticket option under Event Type.
    • Run Conditionally: Choose to only run the event when a specific rule is met
  5. Click Save
    Save button.

 

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Set Up Freshdesk

To ensure that the forms submitted are updating the correct Freshdesk tickets, you will need to configure your Freshdesk Account.

 

  1. Click the more info button on your Freshdesk: Add Note To Ticket event. Select the app you are going to use for the form (if you only have one app this selection is hidden), and copy the Freshdesk Canned Response Template
    Copy icon next to Freshdesk Response Template.
  2. Open your Freshdesk Account and navigate to Admin and select Canned Responses
    Canned responses on admin screen.
  3. Click Create New
    Create new link.
  4. Add a Response Title and paste in the Canned Response Template from Step 1
    Canned response example.
    Note: It is important that the canned response includes the full link to the form. This includes the external ID that connects the form submission to the Freshdesk ticket.
  5. Click Save
    Save button.
  6. Now when a new ticket is created, your agents will be able to select this canned response. This can be done by clicking Reply, selecting Canned Response, and clicking Insert canned response. Click Send to send the canned response and form link to the requester.
    Send button under email template.
  7. The Requester will receive an email with the link to the form
    Example email.
  8. Once the form is completed and submitted the content from the form will be added as a public note to the ticket
    Public note added to ticket.

 

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