Actions Overview - Freshdesk

Actions are the hidden superpower of your virtual agents. They enable your virtual agents to perform actions in Freshdesk just like a human agent would! Actions can be triggered on the bot level (event level), intent level, or reply level. For more information on ticket actions and events, check out this article - Actions and Events explained.

This article covers the actions we support in Freshdesk:

1. Add Public Note
2. Add Private Note
3. Update Ticket Information
4. Get Ticket

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Add Public Note

This action adds a public note to the incoming ticket. The action lets the Ultimate Virtual Agent share updates with the requester in a non-invasive manner.

Add Private Note

This action adds a private note to the incoming ticket. Freshdesk has an endpoint to add private notes to a ticket that are only visible to agents logged in to the support portal, therefore the note won’t notify or be accessible by the requester.

Update Ticket Information

This action updates the default and custom fields of a Freshdesk ticket. You can update as many ticket fields as needed. Further information on default Freshdesk fields can be found here.

You can choose from a list of fields to update. The custom fields available to update are labeled as CUSTOM FIELD.

You can add more fields to update by clicking on the button: Update Another Field  

Ultimate provides the values of the default/system fields if they exist. For example, you can choose from a list of values for the Status, Agent, Group, etc fields.

For the custom fields, Ultimate provides the relevant value field types.

Note - if you don't see a field in the list that you expect to be there, check within Freshdesk if the field is hidden. More information on hiding fields can be found here. However, if a field is a type-dependent field, we this is not currently supported it with the Update Ticket action.

Get Ticket Information

This action retrieves the default and custom fields of a Freshdesk ticket. You can retrieve as many ticket fields as needed. Further information on default Freshdesk fields can be found here.

You can choose from a list of fields to retrieve. The custom fields available to retrieve are labeled as CUSTOM FIELD.

You can add more fields to update by clicking on the button: Get Another Field

Ultimate provides the values of the default/system fields if they exist. For example, you can choose from a list of values for the Status, Agent, Group, etc fields.

For the custom fields, Ultimate provides the relevant value field types.