When a new form submission is received in forms.app, create a ticket in Freshdesk

Each new forms.app submission is sent to Freshdesk as a new support ticket through an API by FlowMattic POST request that you point at your Freshdesk account after import.

forms.app

API by FlowMattic

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2 steps Setup ~5 min Used on 2.1k sites Free to import

The When a new form submission is received in forms.app, create a ticket in Freshdesk workflow on the FlowMattic canvas, with 2 steps across forms.app, API by FlowMattic — The workflow as it appears in the builder after import. Each step opens for editing.

What this workflow does

A support or contact form on its own only collects messages. Someone still has to copy each one into the helpdesk before an agent can pick it up. This workflow turns every forms.app submission into a Freshdesk ticket, so requests land in the queue your team already works from.

The forms.app trigger starts a run when a form receives a new submission, and FlowMattic passes the answers on. FlowMattic's Freshdesk app works as a trigger, so the ticket is created by the second step: a POST request from API by FlowMattic to the Freshdesk API.

You configure the whole request yourself. After import you enter the Freshdesk endpoint for creating tickets on your helpdesk domain, add your Freshdesk API authentication, and build the request body from the form answers, such as the requester's email, a subject and the description. Freshdesk's API documentation lists the fields a ticket needs. The template doesn't fill any of this in for you.

Submit a test entry once it's set up, then open Task History. It shows what forms.app sent and the response Freshdesk returned, which tells you whether the ticket was created or what the API rejected.

Help request form on a product site

A software company embeds a forms.app support form in its docs, and each submission arrives in Freshdesk as a ticket with the customer's email and question.

Warranty and returns claims

A shop collects return requests, including the order number and reason, through forms.app and has its support team handle each one as a Freshdesk ticket.

Internal IT requests

An office uses a forms.app form for equipment and access requests, and the IT team tracks them alongside other Freshdesk tickets.

How this workflow runs

What happens at each step once the workflow is on, and what you need before you import it.

Step 1Trigger
forms.app New Form Submission
Starts the workflow whenever your forms.app form receives a new submission. Every answer on the form becomes available to map into the Freshdesk request.
Step 2Action
API by FlowMattic POST
Sends a POST request to the Freshdesk API to create a ticket. The template leaves it blank, so enter your Freshdesk ticket endpoint and API credentials, then map the form answers into the request body Freshdesk expects.

What you need

FlowMatticCore
forms.app AccountAccount

After importing, map your own data. To keep the template universal, not every step is pre-filled. Open each step in the builder and connect your accounts and fields (channels, lists, sheets, recipients) before you switch the workflow on.

Make it yours

Changes worth making after you import it.

Make the email field required on the forms.app form, so every ticket request carries an address Freshdesk can attach the requester to.
Map a form question such as the topic or product into the ticket subject, so agents can sort the Freshdesk queue without opening each ticket.
Put a Filter between the forms.app trigger and the POST step if only some answers should become tickets, for example when a request-type field equals Support. Choose that field and its value to suit your form.

Questions about this workflow

Why does the forms.app ticket go through an API request?

FlowMattic's Freshdesk integration provides triggers, such as New Ticket, rather than an action that creates tickets. So the template calls Freshdesk's API directly with a POST request.

What do I need from Freshdesk to set up the request?

Your helpdesk domain and API access for an agent account. Freshdesk's API documentation explains the ticket endpoint, how to authenticate and which fields a new ticket requires.

How do I know whether forms.app entries became tickets?

Open Task History for a run. It shows the request FlowMattic sent and Freshdesk's reply, including any error message if a required field was missing.

Can the forms.app answers fill custom ticket fields?

If your Freshdesk account has custom ticket fields, Freshdesk's API documentation shows how to include them in the request body, and you map the matching answers there.