Bidirectional Freshdesk–Linear Ticket Sync with Error Logging

👉 Use This Workflow

Workflow Description

Here’s how this Agent works:
1️⃣ Capture new or updated Freshdesk tickets via webhooks
2️⃣ Map Freshdesk fields into Linear format (priority, status, title, description)
3️⃣ Create and validate Linear issues with bidirectional linking
4️⃣ Log successes and errors for full visibility
5️⃣ Sync Linear updates back into Freshdesk, mapping fields in reverse
6️⃣ Validate Freshdesk ticket references before updating
7️⃣ Record audit logs for both success and failure cases

🛠️ Step-by-Step Breakdown (Node View)

STEP 1 – Capture Freshdesk Tickets

• Node 1: New Ticket Webhook – Triggers when a new Freshdesk ticket is created
• Node 2: Update Ticket Webhook – Triggers when an existing Freshdesk ticket is updated

STEP 2 – Transform Freshdesk Data

• Node 3: Map Freshdesk Fields to Linear – Converts Freshdesk ticket data into Linear’s required format (priority, status, title, description)

STEP 3 – Create Linear Issues

• Node 4: Create Linear Issue – Sends a GraphQL request to Linear API to create the issue
• Node 5: Check Linear Creation Success – Confirms whether the Linear issue was created successfully

STEP 4 – Link Freshdesk and Log Results

• Node 6: Link Freshdesk with Linear ID – Updates Freshdesk ticket with the Linear issue ID for cross-referencing
• Node 7: Log Linear Creation Success – Logs successful issue creation and linking
• Node 8: Log Linear Creation Error – Logs detailed error information if Linear issue creation fails

STEP 5 – Capture Linear Updates

• Node 9: Linear Issue Updated Webhook – Triggers when an issue is updated in Linear

STEP 6 – Transform Linear Data

• Node 10: Map Linear to Freshdesk Fields – Converts Linear issue updates back into Freshdesk format (status, priority, ticket ID extraction)

STEP 7 – Validate and Update Freshdesk

• Node 11: Check if Freshdesk Ticket ID Exists – Ensures the Linear issue contains a valid Freshdesk ticket reference
• Node 12: Update Freshdesk Ticket – Updates the corresponding Freshdesk ticket with synced data

STEP 8 – Log Reverse Sync Results

• Node 13: Log Freshdesk Update Success – Records successful updates of Freshdesk tickets
• Node 14: Log Missing Ticket ID Error – Logs errors where Linear issues lack a Freshdesk ticket reference

💡 Why is this powerful?

✅ Ensures real-time, bidirectional sync between Freshdesk and Linear
✅ Prevents data mismatches with robust field mapping
✅ Provides complete audit trails for troubleshooting
✅ Reduces manual updates, saving time for support and product teams
✅ Improves collaboration between support and engineering with seamless integration