Overview
The AFI plugin allows you to connect your WordPress forms with Freshdesk, enabling you to automatically create support tickets whenever someone submits a form. This helps you streamline your customer support and manage queries directly from your Freshdesk dashboard.
This integration is perfect for contact forms, feedback forms, and support requests.
✅ Supported Features
Create a support ticket in Freshdesk
🔧 How To Setup
Step 1: Connect Your Freshdesk Account
Before creating an integration, you need to connect your Freshdesk account using API credentials.
Go to AFI → Settings → General
Enable Freshdesk from the platform list and click Save Changes
A new Freshdesk tab will appear — click on it
Enter the following credentials:
App Domain (e.g.,
https://yourcompany.freshdesk.com
)API Key
📌 How to Find Your API Key and Domain
Log in to your Freshdesk account
Click on your profile icon and select Profile Settings
Click on View API Key and copy the key
Copy your full Freshdesk domain (e.g.,
https://example.freshdesk.com
)Paste both in the AFI Freshdesk settings and click Save Changes
Step 2: Create New Integration
Go to AFI → Add New
You’ll land on the New Integration setup screen
🔹 Title
Give your integration a name (e.g., “Contact Form → Freshdesk Ticket”)
🔹 Trigger
Form Provider: Select your form plugin (e.g., WPForms, Elementor, Contact Form 7)
Form/Task Name: Choose the form you want to connect
Step 3: Configure the Action
Platform
Select Freshdesk
Task
Choose Create Ticket
This task will send the form data to Freshdesk and create a new support ticket.
Step 4: Map Fields
Once the task is selected, you can configure the following options:
🔹 Freshdesk Account
Select the account you saved earlier.
🔹 Ticket Fields
Map your form fields to Freshdesk fields:
Subject (required)
Description (required)
Priority (optional; values: Low = 1, Medium = 2, High = 3, Urgent = 4)
Status (optional; values: Open = 2, Pending = 3, Resolved = 4, Closed = 5)
Group ID, Product ID, CC Emails, etc.
🔹 Contact Information
Map details for the requester:
Contact Name
Email
Phone
Twitter ID
Time Zone, etc.
🔹 Company Information (Optional)
If the form includes company data, you can also map:
Company Name
Company Description
Company Domains
AFI will create or update the contact and company in Freshdesk and associate them with the ticket.
Step 5: Save Integration
Click Save Integration at the bottom.
🎉 That’s it! Your form is now connected to Freshdesk. Each form submission will create a new support ticket with the mapped fields.
🔍 Troubleshooting
If the integration isn’t working:
Go to AFI → Log
Check the logs for any Freshdesk request errors
Make sure:
You used the correct App Domain and API Key
Required fields (like Subject and Email) are filled
The Freshdesk account is active
There are no API errors in the response