Freshdesk ticket creation field mapping

Freshdesk ticket field mapping

When the widget creates a Freshdesk ticket, you can map Certorix data to specific ticket fields.

Configuring field mapping

1. Go to Widget Generator → Freshdesk Portal tab.
2. Scroll to Ticket field mapping.
3. Click Add mapping.
4. Select Certorix source:
   • customerName – Name from contact form
   • customerEmail – Email from contact form
   • customerMessage – Message from contact form
   • sessionId – Unique session identifier
   • treeId – ID of the tree used
   • treeTitle – Title of the tree
   • answers – JSON of all Q&A (full transcript)
   • completedAt – Timestamp when diagnostic finished
   • outcome – 'resolved' or 'unresolved'
   • nodeId – ID of the final node reached
5. Select Freshdesk target field:
   • Standard fields: subject, description, status, priority, email, name
   • Custom fields: custom_field_xxxxx (must exist in Freshdesk first)
6. Save mapping.

Example mapping

• customerName → name (Freshdesk customer name)
• customerEmail → email (Freshdesk requester email)
• treeTitle → subject (Ticket subject: 'Diagnostic: {tree title}')
• answers → description (Full Q&A transcript)
• sessionId → custom_field_12345 (if you have a custom field for session ID)

Creating custom fields in Freshdesk

Before mapping to custom fields, create them in Freshdesk:

1. Freshdesk Admin → Ticket Fields → Add New Field.
2. Field type: Text (for sessionId, treeId) or Dropdown (for outcome).
3. Note the custom field ID (e.g., custom_field_12345).
4. Use that ID in Certorix mapping.

Ticket subject template

You can customise the ticket subject using a template:

Default: Diagnostic: {treeTitle}

Example custom: [{outcome}] {customerName} - {treeTitle}

Result: [resolved] John Smith - WiFi Troubleshooter