Configure Freshdesk automation rules to trigger Field Nation work order creation.
Admin → Workflows → Automations
Click "+ New Rule" → Select "Ticket Updates"
Rule Name: Send to Field Nation
Description: Auto-dispatch tickets requiring field service
When an action performed by: Agent or Requester
Involves any of these events:
On tickets with these properties:
Status is "Field Service Required"
OR
Tags contains "on-site"Perform these actions:
Webhook URL: Paste Field Nation trigger URL
Method: POST
Content: JSON
Request Body:
{
"ticket_id": "{{ticket.id}}",
"status": "{{ticket.status}}",
"priority": "{{ticket.priority}}"
}Encoding: JSON
Save rule → Toggle to "Active"
Check Admin → Audit Logs:
Verify work order created with correct data
Rule 1: Urgent Tickets
Priority = Urgent
→ Immediate dispatchRule 2: Standard Tickets
Status = "Field Service Required"
Priority != Urgent
→ Normal dispatchAdd custom field:
Field: "Synced to FN"
Type: CheckboxUpdate rule conditions:
Status = "Field Service Required"
AND "Synced to FN" is NOT trueAfter sync, set checkbox to true.
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