Integration
Automate with Freshdesk
Freshdesk is your customer support platform. NVS routes tickets by type, automates responses to common issues, and escalates anything that needs a human — automatically.
Use Cases
Every new Freshdesk ticket is classified by GPT-4o into category and priority. Technical issues get a Jira ticket, billing issues route to finance, and urgent tickets page on-call.
Trigger
New Ticket
freshdesk.trigger
Fires on every new support ticket submission.
Classify Ticket
openai.gpt-4o
Returns category (technical/billing/general) and priority (1-3).
Switch
Category
nvs.switch
Routes to the correct handling workflow.
Technical
Output
Create Jira Issue
jira-software.issue
Jira bug created with ticket details and Freshdesk link.
Billing
Output
Assign Finance
freshdesk.update
Ticket assigned to billing group with billing tag applied.
Urgent
Output
Page On-Call
slack.message
Immediate Slack alert to on-call agent with full ticket context.
After a ticket is resolved, a CSAT survey is sent. Scores of 1 or 2 automatically create a Freshdesk follow-up task and alert the support manager in Slack.
Trigger
Ticket Resolved
freshdesk.trigger
Fires when an agent marks a ticket as resolved.
Send CSAT Survey
freshdesk.survey
CSAT survey sent to the customer automatically.
Wait for Response
webhook.wait
Workflow pauses until the customer submits the rating.
IF
Score <= 2?
nvs.condition
Detects unhappy customers requiring follow-up.
NO
Output
Log Score
google.sheets
Score and ticket ID appended to satisfaction tracker sheet.
YES
Output
Escalate
slack.message
Manager alerted. Follow-up task created in Freshdesk for personal outreach.
Before a new ticket is processed, the system checks whether the customer opened more than 3 tickets in 30 days. Repeat reporters get priority routing and a proactive check-in.
Trigger
New Ticket
freshdesk.trigger
Fires on every new ticket creation.
Check Ticket History
freshdesk.search
Count of tickets from this contact in the last 30 days fetched.
IF
Count > 3?
nvs.condition
Flags customers with repeated support contact.
NO
Output
Normal Queue
freshdesk.update
Ticket processed through standard triage.
YES
Flag Account
freshdesk.update
Ticket tagged: repeat_reporter. Priority elevated.
Output
Alert CSM
slack.message
CSM notified to reach out proactively before the ticket escalates.
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