Latenode
Freshdesk
Twilio

Automatically route Freshdesk tickets to SMS notifications

This automation solution allows users to automatically trigger an SMS notification whenever a new support ticket is created in the Freshdesk customer service platform.

The workflow integrates Freshdesk to monitor for new ticket creation, and then sends an SMS message to a specified recipient to alert them of the new ticket. This integration and automation streamlines the customer support process, ensuring timely notification of new issues and enabling faster response times. The solution is designed for Freshdesk users who need to quickly escalate and address new support requests.

Updated Apr 6, 2026Est. run: 25sEst. cost: $0
How Latenode estimates time and cost

Latenode bills workflow runs in credits: 1 credit = 30 seconds of processing. Minimum charge per run depends on your plan. Plug-and-Play (PnP) AI nodes are billed separately—each PnP token is $1 USD, charged pay-as-you-go at vendor cost plus a small processing fee, with no API keys required.

Full pricing — how credits work →
Integrations & automation

Workflow preview

What this template does

  • Automatically monitors the Freshdesk platform for new support ticket creation.
  • Triggers an SMS notification to a specified recipient upon detection of a new ticket.
  • Sends the SMS message with details about the new support request.
  • Integrates Freshdesk, a headless browser, JavaScript, and Twilio to enable the automation.
  • Provides timely notification of new support tickets to enable faster response times.

How it works

1
Trigger

Monitor Freshdesk for new ticket creation

The automation solution monitors the Freshdesk customer service platform for the creation of new support tickets. It listens for this trigger event to initiate the workflow.

2
Logic

Filter new tickets

The solution checks if the ticket is newly created, filtering out any existing or updated tickets to focus only on new support requests.

3
Action

Send SMS notification

Once a new support ticket is detected, the automation sends an SMS message to a specified recipient, alerting them of the new ticket and enabling faster response times.

Setup guide

1

Add Freshdesk Credential

In the Latenode Credentials panel, add a new credential for Freshdesk. Enter your Freshdesk API key or OAuth credentials to authenticate the integration.

2

Configure Freshdesk Trigger Node

Add a Freshdesk trigger node to your workflow. In the node settings, select the option to monitor for new tickets. Map the relevant ticket fields (e.g. ticket ID, subject, requester) to output variables.

3

Add Twilio Credential

In the Latenode Credentials panel, add a new credential for Twilio. Enter your Twilio Account SID and Auth Token to authenticate the SMS integration.

4

Configure Twilio SMS Node

Add a Twilio SMS node to your workflow. In the node settings, specify the phone number to send the SMS message to. Map the relevant ticket details (e.g. ticket ID, subject) to the SMS message content.

5

Test and Publish Workflow

Test your workflow by creating a new ticket in Freshdesk and verifying that the SMS notification is received as expected. When you're satisfied, publish your workflow to make it active.

Requirements

A Freshdesk account with API access
A Twilio account with an active SMS-enabled phone number
API keys or OAuth credentials for Freshdesk and Twilio
Permissions to create and send SMS messages in the Twilio workspace

FAQ

Common questions about this template

Each run uses credits on your Latenode plan. We charge for processing time (1 credit = 30 seconds). Your actual cost depends on your plan and how long the run takes. See pricing plans for plans and how credits work.
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