Automatically Updating Territory based on Country List

  • 14 September 2021
  • 3 replies

Badge +2



I was wondering if anyone has an elegant solution to automatically update a picklist field (territory) based on another free text field (country)


For Example. 

If Country = USA, United States, Canada 

Update Territory to North America 


I know I can do this via a workflow, but due to the number of countries and territories, it will become 8+ workflows. 


The Territory values i’m looking to automate are below. 




Northern Europe

Aland Islands, Denmark, Estonia, Faroe Islands, Finland, Guernsey, Iceland, Ireland, Isle of Man, Jersey, Latvia, Lithuania, Norway, Sark, Svalbard and Jan Mayen, Sweden, United Kingdom, UK, Scotland, Wales


Southern Europe

Albania, Andorra, Bosnia and Herzegovina, Croatia, Gibraltar, Greece, Italy, Republic of Macedonia, Macedonia, Malta, Montenegro, Portugal, San Marino, Serbia, Slovenia, Spain, Vatican City


Western Europe

Austria, Belgium, France, Germany, Liechtenstein, Luxembourg, Monaco, Netherlands, Switzerland


Eastern Europe

Belarus, Bulgaria, Czech Republic, Hungary, Poland, Moldova, Romania, Russia, Slovakia, Ukraine


North America

USA, US, United States, United States of America, Canada, Bermuda


South America

Colombia, Venezuela, Ecuador, Peru, Brazil, Argentina, Uruguay, Paraguay, Chile, Suriname, Bolivia, Guyana


Central America

El Salvador, Costa Rica, Belize, Guatemala, Honduras, Nicaragua, Panama


Middle East

Cyprus, Syria, Lebanon, Israel, the West Bank, Gaza, Jordan, Iraq, Iran, Saudi Arabia, Yemen, Oman, United Arab Emirates, Qatar, Bahrain, Kuwait,  Egypt, Libya.



Algeria, Angola, Benin, Botswana, Burkina Faso, Burundi, Cabo Verde, Cameroon, Central African Republic (CAR), Chad, Comoros, Congo, Democratic Republic of the Congo, Republic of the Cote d'Ivoire, Cote D’Ivoire, Djibout,

Egypt, Equatorial Guinea, Eritrea, Eswatini, Swaziland, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, Sudan, Tanzania, Togo, Tunisia, Uganda, Zambia, Zimbabwe


Indian SubContinent

India, Pakistan, Bangladesh, Nepal, Sri Lanka, Bhutan, and the Maldives



Afghanistan, Armenia, Azerbaijan, Bhutan, Brunei, Cambodia, China, Cyprus, Georgia, Indonesia, Japan, Jordan, Kazakhstan, Kyrgyzstan, Laos, Lebanon, Malaysia, Maldives, Mongolia, Myanmar, Burma, Nepal, North Korea, Oman, Philippines, Russia, Singapore, South Korea, Taiwan, Tajikistan, Thailand, Timor-Leste, Turkey, Turkmenistan, Uzbekistan, Vietnam


Pacific Islands

Northern Mariana Islands, the Federated States of Micronesia, Fiji, French Polynesia, Kiribati, the Marshall Islands, Nauru, New Caledonia, New Zealand, Palau, Solomon Islands, Tonga, Tuvalu, Vanuatu, Wallis, Futuna



3 replies

Userlevel 5
Badge +9

Hello @Nickg,


Apologies for the delay in getting back here. You can definitely achieve your business requirements with the help of Freshdesk functionality, Automation, however, we understand your concern. In this case, you can make use of Freshdesk APIs to automatically update tickets based on certain conditions. You can further write custom scripts with the help of your developers to achieve the use case.

In case you require any help from us, feel free to drop a note here or write to :)

Hi @Nickg,

I would suggest to try Mapsly which includes territory management solution that directly integrates with Freshworks. Inside the tool you can create territories with certain regions that will include countries that you’ve mentioned and then save these territories back to Freshworks. It has a free 14-day trial, so I suggest to give a shot.


you can use workflows

1st you define Country field  all countries in a dropdown menu. Go to Admin/Accounts interface and define it

then setup territories

then in workflows say if country is 




or Bangladesh,




Sri Lanka, or

Bhutan, or




Territory is: Indian SubContinent


works for me