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Automate Your Freshdesk Ticket Updates with Zapier and Excel Integration

Published on Feb 28th, 2024

In the fast-paced world of technology and customer support, staying on top of ticket updates is vital for maintaining customer satisfaction and efficient workflow. Automating this process can save time and reduce human error, especially when it comes to managing data across different platforms like Freshdesk and Microsoft Excel.

Here's how you can use Zapier to automatically update Freshdesk tickets when changes are made to an Excel spreadsheet.

Firstly, you should have a Freshdesk account, an Excel spreadsheet with ticket data stored in OneDrive or SharePoint, and a Zapier account to set up the integration.

Step 1: Set up your Excel Spreadsheet
Ensure your Excel spreadsheet includes all the necessary ticket fields you want to monitor and update within Freshdesk. This typically includes ticket IDs, status, priority, assigned agents, and any additional notes or details relevant to the support process.

Step 2: Create a Zap
Go to Zapier and choose 'Create Zap'. Select Excel as the trigger app. You'll be asked to sign in to your Microsoft account if you haven't already linked it to Zapier. Next, choose the specific trigger, such as 'New or Updated Spreadsheet Row'. Select the Excel file and worksheet to monitor for updates.

Step 3: Choose Freshdesk as the Action App
Now that you have your trigger set up, search for Freshdesk within Zapier to set it as the action app. You'll need to connect your Freshdesk account by providing your API key and Freshdesk domain.

Step 4: Customize the Ticket Update
In the action step, select 'Update Ticket' as your Freshdesk action. You will need to map the fields from your Excel spreadsheet to the corresponding fields in Freshdesk. For example, you can set the 'Ticket ID' from Excel to match the 'Ticket ID' in Freshdesk and map other fields such as status or priority accordingly.

Step 5: Test and Activate
Ensure that you test your Zap to confirm that the updates occur as expected. Once you're satisfied with the setup, activate the Zap, and it will run automatically in the background.

With this automation in place, ticket management becomes more efficient, and your support team can focus on delivering top-notch service instead of worrying about manual data entry across platforms.

It's always recommended to periodically check the integration to ensure that everything is running smoothly and that any updates to either the Freshdesk platform or Excel are accommodated in the Zapier settings.

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