> For the complete documentation index, see [llms.txt](https://limechatai.gitbook.io/limechat-product-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://limechatai.gitbook.io/limechat-product-guide/whatsapp-marketing/flows/action-nodes/add-note-to-freshdesk-ticket-system-note.md).

# Add Note to Freshdesk Ticket (System Note)

Action Node · System (Internal) Note

### What It Does

This node adds a private internal note to an existing Freshdesk ticket linked to the current customer conversation.

The note is visible only to support agents inside Freshdesk and is never shown to the customer.

It is commonly used to provide conversation context, log bot actions, or document automation decisions before handing the conversation over to a human agent.

***

### Example

A customer contacts support regarding a delayed order.\
The bot collects the order ID and checks delivery status but cannot fully resolve the issue.

Before transferring the conversation to an agent, this node adds the following internal note to Freshdesk:

> “Customer reported delayed order #1234. Bot verified shipment is in transit. Escalating to support agent for further assistance.”

When the agent opens the ticket, they immediately see the complete context without asking the customer to repeat information.

***

## When to Use This Node

Use this node when:

1. You want to log bot actions inside Freshdesk
2. You need to provide conversation context to support agents
3. You want to track automation decisions within support tickets
4. You are building escalation or agent handoff workflows
5. You want support tickets to reflect WhatsApp or bot interactions

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## Requirements

Before configuring this node:

* Freshdesk must already be connected to your LimeChat account
* A Freshdesk ticket must already exist and be linked to the conversation
* Required ticket fields and permissions should be properly configured in Freshdesk

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## Supported Events

This node can run when:

1. Freshdesk Ticket Created
2. Freshdesk Ticket Updated

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## Setting It Up

### Inputs

| Input        | Type                                     | Required | Description                                                      |
| ------------ | ---------------------------------------- | -------- | ---------------------------------------------------------------- |
| Note Content | Text Input (Dynamic Variables Supported) | Yes      | Internal note content that will be added to the Freshdesk ticket |

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## Input Field Details

### Note Content

The message that will be added as an internal note inside the Freshdesk ticket.

This field supports dynamic variables, allowing you to pass customer details, bot responses, order information, or workflow context directly into the note.

#### Example

Customer reported payment failure for order #{{order\_id}}. Bot attempted troubleshooting and shared payment retry steps. Escalating to support agent for manual assistance.

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## Special Behavior

* Supports dynamic variables from workflow events
* Field options and mappings are fetched dynamically from Freshdesk
* Notes are added as internal/system notes only
* Customers will not be able to view these notes

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## Outputs

| Output     | Type    | Description                                                               |
| ---------- | ------- | ------------------------------------------------------------------------- |
| Successful | Boolean | Indicates whether the note was successfully added to the Freshdesk ticket |

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## Output Behavior

| Output Value | Meaning                 | Recommended Next Step                             |
| ------------ | ----------------------- | ------------------------------------------------- |
| true         | Note added successfully | Continue workflow or initiate agent handoff       |
| false        | Failed to add note      | Retry action, log error, or trigger fallback flow |

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## What Happens After It Runs

Once executed:

* The note is added to the linked Freshdesk ticket
* Agents can view the note immediately inside Freshdesk
* The workflow can continue toward escalation, assignment, or resolution steps

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## Best Practices

Add enough context so agents do not need to repeat questions.

 Include important identifiers such as:

* Order IDs
* Issue summaries
* Bot actions already attempted
* Customer preferences

 Keep notes concise but informative.

 Use dynamic variables wherever possible for personalization and clarity.

***

## Key Reminders

1. This node adds an internal/system note only
2. Customers will never see the note
3. A Freshdesk ticket must already exist before this node runs
4. Freshdesk integration is mandatory
5. Commonly used before or after agent handoff steps
6. Ensure the note content is useful and actionable for support agents