This is a paid bot, and its usage will be counted toward your plan's credits limit. For more information about credit usage, refer to this article.
General
Automate record creation in Freshservice from your workflows using the Create record in Freshservice bot. This powerful integration enables you to seamlessly generate new tickets, incidents, assets, or other record types in Freshservice based on specific triggers within your workflow. By eliminating manual data entry and ensuring accurate data transfers, the bot saves time, reduces errors, and enhances the efficiency of your IT service management processes.
Use case example: Requester Onboarding
When a new user fills out an onboarding form, the bot automatically creates a requester record in Freshservice and adds it to the requester database. This facilitates efficient communication and support for new users.
How to set up
When the bot works by default:
The Create Freshservice record Bot activates when documents are completed by recipients.
Add the bot depending on your needs as described in this article. You may install this bot both between the steps or using the All Bots tab.
Connection settings:
To connect the bot to your Freshservice account, select Connect in the Connection settings section. Enter the Freshservice account domain name and its API key and hit Apply.
To obtain an API key, go to your Freshservice account > Profile settings.
Tick the I’m not a robot box and copy the key.
To obtain a domain name, copy the URL in your Freshservice account in the format: https://domain.freshservice.com.
Action settings:
In the Select objects and fields to pre-fill section, specify the primary object and any related objects in Freshservice that you want to create.
This step allows you to define which Freshservice record types are created with the information from the completed document.
You can choose from various object options in Freshservice:
Agents
Assets
Asset types
Changes
Departments
Problems
Products
Releases
Requesters
Tickets
In the Pre-fill new records with data from document fields, map the fields in your document with Freshservice objects where the record should be created.
Some objects allow you to create several related records in a single operation. It is required to choose the related objects you need and map the fields accordingly.
Conditions:
Configure the bot execution conditions based on simple “if-this-then-that” rules. For example, you can set conditions based on document field information, recipient data, date of document signing, document data, and decline reason. Learn more about bot conditions usage in the dedicated article.
If the bot condition is not set up, the bot will execute its creation record action whenever a document is completed by the recipient. It will not perform any additional checks or validations before performing the action.
Advanced settings:
In this section, you can set additional bot configurations:
Determine how often the bot will run
Decide what to do with a revision if the bot fails
Add tags to your document to easily locate it
Learn more about adjusting Advanced settings in this article.