Open high-priority tickets for new customer onboarding
New customer onboarding requests become High priority tickets in the Onboarding group with the company name on a custom field.
New submission on your "Onboarding request" form
Create a Freshdesk ticket assigned to the Onboarding group, set the requester from the form, map company name to a custom field, and set Priority to High
One-directional. A submission triggers the action — nothing is written back into your form.
The days right after a contract is signed are the ones a customer remembers. A form asking what they want to achieve in their first month is only useful if someone reads it that week, which is why the submission belongs in an assigned ticket rather than a spreadsheet row.
A team running onboarding out of the help desk gets a request that cannot quietly sit unread. Priority is fixed at High on the action step, the Onboarding group owns it, and the company name lands on a custom field so the queue can be reported on by account.
Setting it up
- 1
Publish the onboarding request form and make Company Name required — the custom field mapping is what makes reporting by account possible later.
- 2
In Freshdesk, add a custom ticket field for company under Admin, Ticket Fields, and note its API name; Zapier lists custom fields by API name, not by label.
- 3
Create the Zap with formformform's "New Submission" trigger on the onboarding form.
- 4
In the Freshdesk "Create Ticket" action, set Group to Onboarding and Priority to High as fixed values — both apply to every submission, so neither needs to come from the form.
- 5
Map Email Address to the requester and Your Name to the requester name, so the contact record is complete the first time the account gets in touch.
- 6
Map Company Name to the custom company field, and put Industry and Company Size in the description as context for whoever picks the ticket up.
- 7
Compose the rest of the description from Primary Use Case, What are your main goals for the first 30 days? and Any questions or concerns we can address now?.
- 8
Test with a real account name, check the ticket appears in the Onboarding group at High priority with the custom field filled, then enable the Zap.
What maps where
Using the Customer Onboarding Survey as the starting point. These are its real fields — swap in your own and the mapping works the same way.
| Form field | Freshdesk |
|---|---|
| Company Name | Custom company field on the ticket |
| Email Address | Requester email |
| Your Name | Requester name |
| Primary Use Case | Description, first section |
| What are your main goals for the first 30 days? | Description, main body |
| Company Size | Description, as account context |
Variations worth knowing
The Create Ticket action accepts an agent as well as a group. If accounts are split by segment, add a Zapier path on Company Size and set a different agent on each branch, so the ticket arrives with an owner instead of waiting in a shared queue.
The template runs to ten fields. Use conditional logic to hide the technical background question unless the primary use case makes it relevant. A shorter form gets finished on the day of signing, and the specialist can ask the rest on the ticket.
If something isn't arriving
Zapier addresses custom fields by API name, not by the label shown in Freshdesk. Open Admin, Ticket Fields, copy the exact API name and reselect the field in the action step — renaming a label leaves the old API name in place.
Group assignment alone does not email anyone in Freshdesk unless a notification rule covers it. Switch on the agent notification for that group, or add an automation that emails the group whenever a High priority ticket is created.
Frequently asked questions
Does the ticket close when onboarding is finished?
An agent closes it in Freshdesk. The form response is a separate record and is not updated, since nothing is written back from the help desk. Many teams keep the ticket open until the account's first real use of the product.
Can one form serve several products?
Yes. Ask which product the account bought and branch with conditional logic so the goal questions match. In Zapier, use paths on that answer to set a different Freshdesk group per product while keeping one form and one trigger.
What if the customer fills the form in twice?
Two High priority tickets appear, both under the same requester. Merge them in Freshdesk so the thread stays in one place. If it happens often, send the form as a private link after signing rather than publishing it on a page anyone can reach.
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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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