Freshdesk

Estimated reading: 3 minutes

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.

  1. Go to AFI → Settings → General

  2. Enable Freshdesk from the platform list and click Save Changes

  3. A new Freshdesk tab will appear — click on it

  4. 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

  1. Go to AFI → Add New

  2. 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

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