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Sales Momentum / Project case study

2021Recorded work

Support requests.
Client context attached.
An assigned ticket.

Sales Momentum needed internal and client requests to become useful support tickets. The workflows attached client context, created the ticket and notified the team so the next person had the information needed to act.

Client
Sales Momentum
Contribution
Integration configuration and handover
Project status
Configured workflows & handover

Tools & working context

Project scope and implementation.

  • Typeform
  • Freshdesk
  • Monday.com
  • Slack
  • Make

01 / Business context

The problem
to solve.

A support form can capture the issue while losing the context the team needs to act: which company is asking, who manages the relationship and who should own the ticket. Internal requests and client-facing requests also need different entry points.

The project connected both forms to the same helpdesk process, preserving the customer relationship and identifying who should own the ticket.

Inside the workflow

A closer look
at the handoffs.

Start with the main path and its branches. Select a step for context, or switch to the technical map for implementation detail.

  • Client-specific form
    A hidden company reference connects the request to the correct customer.
  • Internal support form
    A separate form uses the internal company and contact context.
  • Freshdesk company lookup
    Use the supplied company ID to choose an existing or new customer path.
  • Retrieve existing contact
    Use the API to resolve company contact details for an existing customer.
  • Create company and contact
    Create the missing customer records before creating their support ticket.
  • Resolve responsible agent
    Map the Monday customer-success owner to the Freshdesk agent identifier.
  • Create Freshdesk ticket
    Carry request details, priority and ownership into the helpdesk record.
  • Slack request context
    Share the ticket, recording and request details with the team.
  • Monday workload and state
    Update request context and the owner’s assigned-ticket count.
Read the workflow notes
  1. 01 / Identify

    Carry the company reference

    Client-specific form links passed a company ID. Internal intake used its own form, retaining the distinction between team requests and customer requests.

  2. 02 / Route

    Resolve the responsible person

    A Monday lookup retrieved the customer-success manager and mapped that person to the corresponding Freshdesk agent. Company/contact lookup-or-create branches supplied the ticket context.

  3. 03 / Surface

    Make the request visible

    The ticket carried the submitted information, while Slack and Monday updates brought the request into the team’s working environment.

A fallback for unidentified links was discussed. It is not evidence that every request would always be attributed to the correct company.

03 / Implementation detail

How it
was built.

The integration matched the customer-success manager in Monday to the correct Freshdesk agent. A matching name alone was not enough to make the assignment.

The recordings also show onboarding work that would supply the context for future requests. Form fields, formatting and notification activation were still being finalized; proposed Notion provisioning is outside the delivered scope described here.

04 / Outcome & scope

Result
and scope.

The configured workflows cover separate client and internal forms, customer records and ticket ownership.

The work covered request intake, company matching and ticket routing. Broader onboarding remained a separate workstream.