Send demo requests to the sales support queue
Every demo request becomes a Freshdesk ticket in the Sales group that a rep can claim and track to resolution.
New submission on your "Request a demo" form
Create a Freshdesk ticket in the Sales group with the prospect's email as requester, the requested timing in the subject, and their questions in the description
One-directional. A submission triggers the action — nothing is written back into your form.
Demo requests behave more like tickets than like leads: someone has a question, a person needs to answer it, and there is a clear point at which it is resolved. Teams already living in Freshdesk find it easier to claim a ticket than to keep checking a second tool.
The Sales group receives each request with the prospect attached as requester, so every later reply threads under one contact. A rep sees the company, the problem being solved and the implementation timing before picking up the phone, and the ticket closes when the demo has happened.
Setting it up
- 1
Publish the "Request a demo" form with Work Email required — it becomes the requester, and the whole contact record hangs off it.
- 2
Set up the Zap with formformform's "New Submission" trigger on the demo form and load a sample so the field list populates in the next step.
- 3
Add Freshdesk "Create Ticket" and set Group to Sales, or to whichever queue your reps watch alongside support work.
- 4
Compose the subject from Company and When are you looking to implement?, giving you subjects like "Demo — Northwind, this quarter" that can be scanned without opening anything.
- 5
Map Work Email to requester email, and join First Name and Last Name with a space in the requester name field.
- 6
Put What problem are you trying to solve? at the top of the description, with Job Title and Company Size underneath as qualifying context.
- 7
Add a "demo" tag and set Type to Question, so these tickets can be excluded from support response-time reporting.
- 8
Submit a test request, check the ticket appears in the Sales group with a readable subject, then switch the Zap on.
What maps where
Using the Demo Request Form as the starting point. These are its real fields — swap in your own and the mapping works the same way.
| Form field | Freshdesk |
|---|---|
| Work Email | Requester email |
| Company | Ticket subject, before the timing |
| When are you looking to implement? | Ticket subject, after the company |
| What problem are you trying to solve? | Ticket description |
| Job Title | Description, as qualifying context |
| Phone Number | Phone number on the requester's contact record |
Variations worth knowing
Add a Zapier path on Company Size so requests from organisations above your threshold are created at High priority and assigned to a named rep, while everything else stays in the shared Sales group at Medium and is claimed in order.
The ticket records the request and the timing the prospect gave; the meeting itself is arranged in your calendar tool afterwards. There is no built-in scheduling, so the redirect after submit is a good place to send people to a booking page.
If something isn't arriving
Filter them out on the attributes set by the action step. Reporting that excludes the "demo" tag or the Sales group removes them cleanly, which is the reason for setting both rather than letting these tickets arrive unmarked.
Only the email is mapped. This template splits First Name and Last Name into separate fields, so join them with a space in the Zapier name box, or add a Formatter step if you also want to tidy stray capitals.
Frequently asked questions
Should demo requests go to a CRM instead?
Many teams send them to both, with two action steps in one Zap. The ticket gives a rep something to claim and close; the CRM record holds the longer relationship. Neither writes anything back to the form, which keeps its own copy of the submission.
How quickly does the ticket appear?
The "New Submission" trigger is real time rather than polled, so the ticket is created within seconds of the prospect pressing submit. Zapier task queues can add a short delay at peak times, but the request never waits on a scheduled check.
Can I ask different questions depending on company size?
Yes. Conditional logic shows or hides later fields based on an earlier answer, so a large organisation can be asked about procurement while a small one is not. The Zap reads whichever fields were answered and leaves the rest out of the ticket.
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Build the form first
The automation needs somewhere to fire from. Publish a form, connect it once, and every submission from then on runs this flow.
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