# Freshdesk recipes

> Text customers when a Freshdesk ticket changes, and text yourself the urgent ones.

Two recipes for Freshdesk. Each names its trigger and the BlueBot step, lists the fields to map and says how to test it with your own number before anyone else gets a text.

## How Freshdesk connects

- **[Zapier](https://usebluebot.com/docs/zapier)**: BlueBot’s Zapier app has a Send Text action and instant triggers for incoming texts and every change of state.

## Text customers when their ticket is resolved

| Part             | What it is                            |
| ---------------- | ------------------------------------- |
| Trigger          | When a ticket is updated in Freshdesk |
| Action           | BlueBot’s **Send Text** action        |
| Connects through | [Zapier](https://usebluebot.com/docs/zapier)                |

### Steps

1. Start a Zap with Freshdesk’s trigger for an updated ticket.
2. Add a Filter by Zapier step for tickets that are Resolved and have a phone number.
3. Add BlueBot’s Send Text action and map the requester’s phone to To.

### Map the fields

| BlueBot field                | Map it to                                                                                                                                      |
| ---------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------- |
| To                           | The person’s mobile number from Freshdesk. US numbers can leave off the +1.                                                                    |
| Text                         | Hi {{first_name}}, ticket #{{ticket_id}} is resolved. Reply here if anything still isn’t right.                                            |
| `{{first_name}}` in the text | Freshdesk’s first name field.                                                                                                                  |
| `{{ticket_id}}` in the text  | Freshdesk’s ticket id field.                                                                                                                   |
| Metadata                     | `source` set to `freshdesk`, and `record_id` set to the record’s id, so the status and reply webhooks for this text can find the record again. |
| Service                      | Auto, the default: iMessage when the person uses it, otherwise SMS through your iPhone.                                                        |

### Test it

Put your own number in **To** and press **Test step**. A text arrives on your phone from your own number, and Zapier shows the message BlueBot returned with `state: "queued"`. Then map Freshdesk’s field back into **To** and turn the Zap on.

## Text yourself urgent tickets

| Part             | What it is                              |
| ---------------- | --------------------------------------- |
| Trigger          | When a new ticket comes in to Freshdesk |
| Action           | BlueBot’s **Send Text** action          |
| Connects through | [Zapier](https://usebluebot.com/docs/zapier)                  |

### Steps

1. Start a Zap with Freshdesk’s trigger for a new ticket.
2. Add a Filter by Zapier step for priority Urgent.
3. Add BlueBot’s Send Text action with your own number in To and the subject in Text.

### Map the fields

| BlueBot field                    | Map it to                                                                                                                                      |
| -------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------- |
| To                               | The person’s mobile number from Freshdesk. US numbers can leave off the +1.                                                                    |
| Text                             | Urgent ticket from {{requester_name}}: {{subject}}                                                                                         |
| `{{requester_name}}` in the text | Freshdesk’s requester name field.                                                                                                              |
| `{{subject}}` in the text        | Freshdesk’s subject field.                                                                                                                     |
| Metadata                         | `source` set to `freshdesk`, and `record_id` set to the record’s id, so the status and reply webhooks for this text can find the record again. |
| Service                          | Auto, the default: iMessage when the person uses it, otherwise SMS through your iPhone.                                                        |

### Test it

Put your own number in **To** and press **Test step**. A text arrives on your phone from your own number, and Zapier shows the message BlueBot returned with `state: "queued"`. Then map Freshdesk’s field back into **To** and turn the Zap on.

## Before you turn it on

- Text only people who asked to hear from you. Anyone who replies STOP goes on your stop list, and BlueBot cancels texts to them. [Stop words](https://usebluebot.com/docs/concepts/stop-words)
- A text that can’t go yet waits with a hold rather than failing: quiet hours, your Mac away, a daily limit. [Holds](https://usebluebot.com/docs/concepts/holds)
- [Freshdesk with BlueBot](https://usebluebot.com/integrations/freshdesk) on the integrations page says what else the two do together.