How to Automate Freshdesk Ticket Routing Based on Priority (Step-by-Step)

Learn how to automate Freshdesk ticket routing based on priority using Pabbly Connect. Step-by-step guide for seamless integration with Slack and WhatsApp. Implement the precise methodologies leading organizations use to automate repetitive tasks, illustrated with practical examples designed for immediate application.

Watch Step By Step Video Tutorial Below

1. Accessing Pabbly Connect for Automation

To automate Freshdesk ticket routing based on priority, start by accessing Pabbly Connect. Visit the Pabbly website by typing pabby.com in your browser. Sign into your existing account or create a new one to begin your automation journey.

Once logged in, navigate to the Pabbly Connect dashboard. From here, you can create a new workflow by selecting the ‘Create Workflow’ button. This will allow you to set up a new automation that integrates Freshdesk with other applications like Slack and WhatsApp.

2. Creating a New Workflow in Pabbly Connect

After accessing your dashboard, click on the ‘Create Workflow’ option. You will be prompted to name your workflow. For this tutorial, name it ‘Automate Freshdesk Ticket Routing Based on Priority’. Choose the folder where you want to save this workflow.

• Select the trigger application as Freshdesk.
• Choose the trigger event ‘New Ticket’.
• Click on ‘Connect’ to establish a connection.

This step connects your Freshdesk account to Pabbly Connect, allowing it to receive notifications whenever a new ticket is created. Follow the prompts to complete the connection.

3. Setting Up Freshdesk for Ticket Routing

To set up Freshdesk for ticket routing, navigate to your Freshdesk admin panel. Here, you will configure a webhook that connects Freshdesk with Pabbly Connect. Go to the ‘Admin’ section and select ‘Workflows’ followed by ‘Automation’.

Create a new automation rule by clicking on ‘New Rule’. Name this rule appropriately, such as ‘Pabbly Connect Integration’. Set the conditions based on ticket creation times and select the trigger as ‘Webhook’ with the request type set to POST.

• Paste the webhook URL provided by Pabbly Connect into the designated field.
• Configure the JSON encoding settings as needed.
• Add required ticket details like Ticket ID, Subject, Description, etc.

After setting up these configurations, save the rule. This allows Freshdesk to send ticket data to Pabbly Connect, which will trigger your automation workflow.

4. Routing Tickets Based on Priority

With the webhook in place, the next step is to route the tickets based on their priority. In your Pabbly Connect workflow, add a new action step by selecting the ‘Router’ action. This allows you to create conditions for different ticket priorities.

Create three routes: one for low priority, one for medium/high priority, and one for urgent tickets. For each route, set the filter conditions based on the priority level received from Freshdesk.

For low priority tickets, configure an email action to notify users. For medium and high priority tickets, set up a Slack message action. For urgent tickets, connect to WhatsApp Cloud API to send a message.

This routing setup ensures that each ticket is handled appropriately based on its priority, leveraging Pabbly Connect to manage the workflow efficiently.

5. Testing the Automation Workflow

After configuring the routing, it’s essential to test the automation to ensure it functions as intended. Create a sample ticket in Freshdesk with varying priority levels. Monitor the responses in Pabbly Connect to verify that the correct actions are triggered based on the ticket priority.

Check your email for notifications from low priority tickets, your Slack channel for medium/high priority messages, and your WhatsApp for urgent ticket alerts. This testing phase confirms that the integration and automation are working seamlessly.

Once the testing is successful, your workflow is ready to go live, ensuring efficient ticket routing based on priority using Pabbly Connect.

Conclusion

In conclusion, using Pabbly Connect to automate Freshdesk ticket routing based on priority enhances team efficiency. By integrating Freshdesk with Slack and WhatsApp, you ensure timely responses to customer queries based on urgency.