VBScript Lua
This GSE action creates a new ticket. A common usage of this is to register a callback request.
An example call routing script can be found in A.1 - Example: Create Ticket.
Configure action parameters
By double clicking a parameter in the list, you can edit it.
Domain Required
This is the name of your subdomain in the Freshdesk URL of your support portal, for example: https://domain.freshdesk.com
This is a string value.
APIKey Required
This is the API Key you obtained from your Freshdesk Support portal. This is a string value.
Please refer to 1 - Preparations for more details.
ContactEMail Required
This is the email address of the ticket requester. This is a string value.
Freshdesk will connect a contact linked to this email address to the new created ticket.
Subject Required
This is the subject or title of the new ticket. This is a string value.
Description Required
This is the description of the new issue. This is a string value.
Source
This is the source the new ticket was requested from. This is a number value.
Fresdesk knows the following ticket sources:
| 1 | |
| Portal | 2 |
| Phone | 3 (Default) |
| Chat | 7 |
| Feedback Widget | 9 |
| Outbound Email | 10 |
Status
This is the status for the new ticket. This is a number value.
Freshdesk knows the following ticket states:
| Open | 2 (Default) |
| Pending | 3 |
| Resolved | 4 |
| Closed | 5 |
Priority
This is the priority for the new ticket. This is a number value.
Freshdesk knows the following ticket priorities:
| Low | 1 |
| Medium | 2 (Default) |
| High | 3 |
| Urgent | 4 |
Configure action exits
Exit 0 (Default)
This exit will be reached when everyhting worked fine and the ticket was created. It is recommmended to name this exit "ok" or "created".
Exit 1
This exit will be reached when there was any kind of problem and no ticket has been created. It is recommended to name this exit "failed".
If you reach this exit you can refer to 3.4 - Trouble Shooting to figure what went wrong.
Additional return value (as global variable)
g_sLatestFreshdeskTicketID (string)
This global variable holds ID of the newly created ticket after the ok (0) exit has been reached.
By Tom Wellige
