Creating a Freshdesk Ticket

Here's how you can automatically create a Freshdesk Ticket on incoming customer requests. We can optionally filter before creating a Freshdesk ticket for each incoming message, e.g. with an "If/Else" action before the ticket creation where we only filter for messages that include "?" "order" or "complaint".

Once a Freshdesk ticket is created within Chatarmin your ticket will enter your ticketing inbox on your Freshdesk Account.

If the started conversation is not older than 24h hours may reply as usual. Due to the limitation of META, you can only initiate conversations via "Templates" if you miss this 24-hour window. In this case, you will have to create a "reply-template" inside Chatarmin which you can use to reply inside Freshdesk, to start a new conversation.

To do this create a "Template" that looks like this:

Then you can select the template in Freshdesk on the right-hand side. For this example fill "Variable 1" with "firstname" and "Variable 2" with a custom text which would be your reply to the issue at hand.
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