Sync requester fields with ticket fields
Verified by FreshworksThis app helps keep requester fields and ticket fields in sync.
Published by Freshworks(about 4 months ago)
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
Consider a scenario where a ticket is raised by a requester and there is a need to auto-populate certain fields of the ticket with values from the requester information. The app serves this purpose and ensures the ticket fields are auto-populated with values from the requester based on the configurations made on the installation page. The rule mappings must be done correctly to ensure that the app does not break. For example, a requester's name cannot be mapped to a dropdown field in a ticket that expects values of a location.
Note: The app works only when a ticket is created and not when it is updated.
600+ installs
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1) In the custom installation page settings, enter your domain URL and API key for verification.
2) Configure the rules to sync the requester fields and ticket fields. For example, select a contact field and the corresponding ticket field, the value of which is to be populated by the value in the contact field.
3) After adding all the rules, click Save or Install.
Data Management and Storage
Does your app use AI or GenAI features?
No
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
No
Does your app collect / process any End-User data?
No
Does your app store any End-User data?
No
Does your app share End-User Data with any third party entities?
No
No
Can the End-User data be exported?
No
Can End-User data be accessed through your app logs?
No
Is the End-User data encrypted at rest?
NA
Is the End-User data encrypted in transit?
NA
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
NA
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
No
What is the data retention period after app is uninstalled?
NA
Does your app allow customers to request a custom End-User Data retention period?
No
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Version History6.0 (August 2024)
Version 6.0:
For accounts with Multiple workspaces-
* On app upgrade, current field mapping will by default apply across all workspaces, unless user unselects any of the workspaces
* For selected workspaces, only Global fields will be available for field mapping (workspace specific fields will not be available)
* If app configuration prior to update has custom fields specific to IT workspace- they will no longer be applied on app update
For accounts with only IT Workspace-
* On app upgrade, both Global fields and custom fields of the IT workspace will be available for fields mapping
Post app update, If a single workspace account (IT workspace) is converted into multi workspace account by adding new workspace(s)-
* Custom fields of the IT workspace will no longer be available, and only Global fields will be available for field mapping
5.0 (August 2024)
Changes related to the API deprecation of ticket fields and platform version upgrade.
4.0 (August 2024)
No release notes found
3.0 (August 2024)
No release notes found
2.0 (August 2024)
No release notes found