FreshDesk Step Types

Configuring the Step Type

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  • Requester Email: Set a default value for the requester
  • Subject: Set a default value for the subject of the ticket
  • Description: Set a default value for the description
  • Status: Specify what Statuses will be available to the Rep for selection when viewing the step in Sidekick as part of your flow. You can choose to hide some or hide the entire selection.
  • Priority: Specify what Priority Levels will be available to the Rep for selection when viewing the step in Sidekick as part of your flow. You can choose to hide some or hide the entire selection.

Note:

  • Default Values or Empty: There is no need to specify a default value and the fields can be left empty for the Rep to fill in.
  • Dynamic Variables: You can use dynamic variables for all the values by clicking the “+” icon on the right. That will show you all the variables that are available for you to use.
  • Hidden: If you’d like not to show the field to the Rep, then add a default value and select the “Hidden?” checkbox.

Example Use Case in Sidekick

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