When a new ticket is created in Desku.io, add the ticket details to Google Spreadsheet

Every new ticket created in Desku is added as a row to your Google Sheets spreadsheet, giving you a running list of support requests to sort, chart and share.

Desku

Google Sheets

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2 steps Setup ~5 min Used on 841 sites Free to import

The When a new ticket is created in Desku.io, add the ticket details to Google Spreadsheet workflow on the FlowMattic canvas, with 2 steps across Desku, Google Sheets — The workflow as it appears in the builder after import. Each step opens for editing.

What this workflow does

Helpdesk screens are built for answering tickets, not for looking at them in bulk. A spreadsheet lets you count requests by week, spot recurring topics and share the numbers with people who don't have a Desku seat. This workflow adds each new Desku ticket to a sheet as soon as it is created.

The Desku New Ticket trigger fires when a ticket is created in your workspace, and passes the ticket's details on to the next step. Changes made to the ticket later, such as a new status, priority or agent, don't start a run; FlowMattic's Desku integration has separate triggers for those.

The Google Sheets step then adds one row for the ticket. It ships without column mapping, so after import you connect your Google account, pick the spreadsheet and sheet, and match the Desku values to your column headers. Create a test ticket first to see which values arrive.

The row is a snapshot of the ticket when it was created. If you later want the sheet to show status changes too, build a second workflow on Desku's Change Ticket Status trigger. Task History lists each run and the row Google Sheets added.

Weekly support volume report

A support lead charts the sheet's rows by creation date each Friday to see how many Desku tickets came in and share the chart with the team.

Ticket list for people outside the helpdesk

A product manager without a Desku login reads the shared sheet to see what customers are asking about and spot feature requests.

Topic tagging in a spreadsheet

A small team adds its own category column next to the imported rows and uses it to group tickets for a monthly review.

How this workflow runs

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

Step 1Trigger
Desku New Ticket
Starts when a new ticket is created in Desku. Each ticket is one run, and its details from Desku become available to map into your sheet's columns.
Step 2Action
Google Sheets Add New Row
Adds one row per ticket to the spreadsheet and sheet you pick. No columns are mapped in the template, so connect Google, choose the sheet and match the Desku values to your headers.

What you need

FlowMatticCore
Desku.io AccountAccount
Google Sheets 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.

Set up the header row in Google Sheets before you configure the step, so each column appears by name when you map the Desku ticket values.
Map the ticket's creation time into a column of its own, which lets you sort and chart tickets by day or week.
To log only some tickets, put a Filter between the Desku trigger and the Google Sheets step that checks a value from a test ticket, such as the priority. Tickets it stops add no row.

Questions about this workflow

Does the sheet update when a Desku ticket is closed?

No. The New Ticket trigger fires only when a ticket is created, so the row shows the ticket as it was then. A separate workflow on Change Ticket Status can record later changes.

Which Desku ticket details go into Google Sheets?

The ones you map. The Add New Row step ships empty, so you choose the spreadsheet and sheet after import and match the Desku values to your columns.

Will tickets from before I turn this on be added?

No. Only tickets created in Desku after the workflow is active start a run. Add older tickets to the sheet yourself if you want them in the same list.