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Hi,

I’ve created a ticket form with many of customs fields, all of them are linked with a newly created ticket.

In addition I have a few fields in the form (phone, telegram id, job title etc) which have to be linked with a user, not with a ticket. How to add information from these “user” fields to the Contact details?

Thanks

Hello @equal.postost 

I would like to extend a warm welcome to the Freshworks Community. If you wish to add ticket field values to a contact field, you can make use of the "Trigger Webhook" action in automation (Ticket creation) and leverage the Freshdesk APIs to update the contact details.

To help you with this, I am sharing a sample webhook request that you may find useful:

To: POST https://yourdomain.freshdesk.com/api/v2/contacts/{{ticket.requester.id}}

Payload:

{ "phone":"{{ticket.cf_phone}}", "job title":"{{ticket.cf_job_title}}" }

 

Cheers!

Thank you, but I am absolutely zero in webhooks, automations etc

Is there any possible just copy some standard fields from a ticket to a contact?

Hello @equal.postost Can you please share details about your instance in DM? If you can share the form link with me, I can help you with the exact automation that need to be configured to support this usecase.

 

Cheers!

Hi,

I’ve created a ticket form with many of customs fields, all of them are linked with a newly created ticket.

In addition I have a few fields in the form (phone, telegram id, job title etc) which have to be linked with a user, not with a ticket at https://plancul.app/le-havre/. How to add information from these “user” fields to the Contact details?

Thanks

To link user fields like phone, telegram ID, or job title to the Contact details in Pipefy, you can use the "Contact" field type in the form. This allows you to store user-specific information, which can then be added to the contact details automatically when a new ticket is created. Additionally, make sure to configure the automation so that when a ticket is created, the user information from the form is correctly associated with the contact, allowing for seamless updates to the user profile.

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Thanks for sharing this! The webhook example really cleared things up for me. I was also stuck on how to push custom ticket fields into contact details, and this gives me a good starting point. I’ll try setting up the automation with the API call the way you’ve shown.

By the way, while searching for some examples, I came across Ishqbaaz complete novel by Farwa Khalid, and it made me realize how useful it is when communities share step-by-step guides like this one. Makes things so much easier for beginners.

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