Freshdesk automation with Bizomate
Support starts in more places than the help desk: a form, a failed payment, a message in team chat. Bizomate opens the ticket with the right priority and group, replies or adds a private note, logs time, and starts a workflow when a ticket is opened, changed or answered. Every run leaves a record of what it did to which ticket.
At a glance
| Label | Value |
|---|---|
| Plans | ◇ Paid plans — on Free you can build and test; publishing needs a paid plan |
| Connect | Site address and API key |
| Starts runs | Every 5 minutes |
| Kind | Connected app · Support |
What can start a workflow
When a ticket is created — checked every 5 minutes
Checked every 5 minutes.
When a ticket changes — checked every 5 minutes
Any change, or only tickets in the status or priority you choose after it. Checked every 5 minutes.
When someone replies on a ticket — checked every 5 minutes
From anyone, only customers or only agents; private notes too if you turn them on. Checked every 5 minutes.
What a workflow can do with it
Opens a ticket for a customer, with its status, priority, group and agent
For a customer's email — someone new becomes a contact — with status, priority, type, group, agent, tags and your own ticket fields.
Changes a ticket's status, priority, group, agent, tags or custom fields
Only what you fill in changes. Tags here replace the ticket's tags.
Replies to the customer on a ticket — they get it by email
The customer gets it by email.
Adds a private note to a ticket, for agents only
Private, for agents only.
Tickets by status, priority, group, agent, tag or requester — or Freshdesk's own query
By status, priority, group, agent, type, tag or requester, or with Freshdesk's own query; up to 1,000, or 300 through a query.
A ticket's details, by its number
Updates the contact with this email, or adds one when there is none
A contact by email or phone
Logs time an agent spent on a ticket
Hours and minutes, billable or not, for the agent you choose.
Merges tickets into one — the others are closed into the primary
Closes the others into the primary ticket, with their replies and notes moved there. It cannot be undone.
Questions about Freshdesk
Which plan do I need?
Freshdesk is a premium connection. On any plan, Free included, you can add it and build and test workflows that use it; publishing one of those workflows needs a paid plan.
Do the triggers start a run straight away?
No. Bizomate checks your help desk every 5 minutes, and each new ticket, change or reply it finds starts one run. A check that finds nothing starts no run.
What is the difference between a reply and a note?
Add a reply goes to the customer, who gets it by email. Add a note stays inside Freshdesk as a private note that only agents see — a summary for the team, or what an earlier step found.
Can merged tickets be separated again?
No. Merge tickets closes each ticket into the primary one and moves its replies and notes there, and Freshdesk cannot undo it. Check the ticket numbers an earlier step gives before the merge runs.