1.Monitors new or updated tickets
Integrate ConnectWise Manage to trigger downstream closure matching using the incoming ticket ID.
Close linked help desk tickets when source ticket closes
Automatically monitor new or updated ticket activity across ConnectWise Manage and Freshservice. Create and update when source ticket closes, ticket status changes, or linked ticket references updateβso you can close help-desk tickets, append PSA references, and reflect closure markers without manual triage.
How this automation closes linked help desk tickets
When a source ticket is closed in your PSA, mismatched states can leave help-desk tickets open and create avoidable follow-up. This automation finds the linked help-desk record and updates both systems with closure markers and notesβso your team can see closure everywhere without reconciling manually.
ConnectWise Manageor swap with your favorite app
2.Finds the source ticket and fields
Integrate ConnectWise Manage and ticket lookup tools to retrieve the ticket record and pull custom fields for matching.
3.Extracts the linked help-desk ID
Integrate Formatter by Zapier and data mapping tools to extract the linked help-desk ticket ID into a lookup value.
Formatter by Zapieror swap with your favorite app
4.Gets the linked help-desk ticket
Integrate Freshservice and ticket lookup tools to fetch current status and relevant custom fields for the linked record.
Freshserviceor swap with your favorite app
5.Skips when the help-desk ticket is closed
Integrate Filter by Zapier and rules logic to continue only when the help-desk ticket is not already marked closed.
Filter by Zapieror swap with your favorite app
6.Updates help-desk status and reference
Integrate Freshservice to update the help-desk ticket status and append the PSA ticket reference on close.
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