When a new survey response is received in Webask, create a ticket in Freshdesk

Each WebAsk survey response sends a POST request through API by FlowMattic that you set up to create a Freshdesk ticket, so feedback that needs a reply reaches your support queue.

WebAsk

API by FlowMattic

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2 steps Setup ~5 min Used on 3.2k sites Free to import

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

What this workflow does

Survey answers sometimes contain problems that need a person: a complaint, a bug report, a request for a call back. Left in the survey results, they wait until someone reads the export. This workflow sends each WebAsk response to Freshdesk as a ticket, so your support team sees it in the same queue as their other work.

The WebAsk trigger fires when WebAsk sends survey responses to FlowMattic, and passes on every answer. The second step is API by FlowMattic, which sends a POST request to any API. In this template it stands in for a Freshdesk ticket action.

The API step ships unmapped: after import you enter the request yourself. That means your Freshdesk account's ticket-creation API address, the authentication Freshdesk asks for, and a request body built from the WebAsk answers, such as the respondent's email, a subject and the feedback as the description. Follow Freshdesk's API documentation for the exact format and required fields.

Every response creates a ticket, including positive ones. Send a test response and open Task History to see the status code and body Freshdesk returned, which tells you whether the ticket was created.

Customer satisfaction follow-ups

A software company's WebAsk satisfaction survey opens a Freshdesk ticket for each response, and agents reply to the customers who left low scores.

Product feedback triage

A hardware maker collects product feedback in WebAsk and lets its support team sort the resulting Freshdesk tickets into bugs, questions and feature ideas.

Post-visit questionnaires for a clinic

A clinic sends patients a WebAsk survey after appointments, and any response becomes a Freshdesk ticket the front desk can follow up by phone or email.

How this workflow runs

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

Step 1Trigger
WebAsk Send Responses
Starts a run for each survey response WebAsk delivers. All the answers in that response are passed on for use in the API request.
Step 2Action
API by FlowMattic POST
Sends a POST request to the Freshdesk API to create the ticket. It ships empty: after import, enter your Freshdesk ticket endpoint, authentication and a request body that maps WebAsk answers, as Freshdesk's API documentation describes.

What you need

FlowMatticCore
WebAsk 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.

Ask for an email in your WebAsk survey and map it into the request, so agents have an address to reply to.
Use a subject that names the survey, such as the survey title followed by the respondent's name, so agents can tell these tickets apart.
If only some responses need a ticket, add a Filter between the WebAsk trigger and the API step that checks an answer, such as a low rating. The question is an example; use one from your own survey.
Test the request with one WebAsk response before sharing the survey widely, and read Freshdesk's reply in Task History to fix any field it rejects.

Questions about this workflow

Why does this WebAsk workflow use API by FlowMattic instead of a Freshdesk step?

FlowMattic's Freshdesk integration offers triggers, not a create-ticket action, so the template calls Freshdesk's API directly with a POST request you configure.

What do I need to set up in the API by FlowMattic step?

The Freshdesk API address for creating tickets, your authentication details, and the request body with WebAsk answers mapped in. None of it is filled in as imported.

Where can I see whether Freshdesk accepted the WebAsk ticket?

Task History has an entry for each run. The API step shows the status code and response body from Freshdesk, including the new ticket's details when it succeeds.

Does every WebAsk response become a Freshdesk ticket?

Yes, as imported. Each response WebAsk sends starts a run. Add a Filter on an answer between the WebAsk trigger and the API step to create tickets only for some.