Overview

‍

Turn charger faults, downtime events, Work Orders, maintenance escalations, and predictive maintenance alerts from Energos.ai into automated Freshdesk tickets and support workflows using Zapier. Automatically sync operational incidents, technician updates, asset health data, and maintenance activity between Energos.ai and Freshdesk to improve response times, streamline issue resolution, reduce manual coordination, and keep support and operations teams aligned across your EV charging network.

‍

Key Features

‍

• Automatically create Freshdesk tickets when charger faults, downtime events, inspections, maintenance escalations, or operational incidents occur in Energos.ai.
• Sync Work Order updates from Energos.ai into Freshdesk automatically — including ticket status, technician assignments, asset details, repair notes, and operational severity.
• Automatically escalate unresolved maintenance issues into Freshdesk workflows based on SLA thresholds, outage duration, or repeated operational failures.
• Trigger proactive support workflows from predictive maintenance alerts and condition-based maintenance events before chargers fail completely.
• Route Freshdesk tickets automatically to the correct support teams, operations managers, technicians, or vendors based on charger site, asset type, severity level, or issue category.
• Push technician notes, uploaded images, repair summaries, and service history from Energos.ai directly into Freshdesk tickets.
• Automatically notify support teams and stakeholders when charger status changes, operational incidents escalate, or Work Orders are completed.
• Track charger uptime issues, recurring failures, maintenance history, and operational trends through synchronized Freshdesk workflows and reporting.
• Automatically create follow-up tickets, escalation workflows, and customer communication processes for ongoing maintenance incidents and service disruptions.
• Eliminate manual coordination by automating workflows between Energos.ai, Freshdesk, Slack, Jira, Trello, CRMs, email systems, and other operational platforms through Zapier.

Note: Predictive maintenance workflows, AI-generated technician briefings, advanced SLA escalation logic, and multi-step operational automation require the Energos.ai Advanced Plan.

‍

How It Works

‍

1. Connect your accounts

‍

Connect your Energos.ai, Freshdesk, and Zapier accounts to begin building your automation workflows.

2. Choose your trigger events

‍

Select the Energos.ai events you want Zapier to monitor, including:

‍

• Work Order creation or updates
• Charger faults and downtime events
• Predictive maintenance alerts
• Inspection failures
• Technician dispatch activity
• Asset status changes
• Escalation events
• Maintenance completion updates

3. Configure your Freshdesk actions

‍

Choose what happens automatically inside Freshdesk when an Energos.ai event occurs.

‍

Examples include:

‍

• Create new Freshdesk tickets
• Update ticket status automatically
• Assign tickets to support or operations teams
• Trigger SLA escalation workflows
• Log technician updates and repair history
• Notify stakeholders of operational incidents
• Create follow-up cases and escalation workflows
• Synchronize operational reporting workflows

4. Customize your workflow logic

Use Zapier to customize automation logic, routing rules, SLA workflows, and multi-step escalation processes without custom development.

Configuration options can include:

• Freshdesk ticket and queue mapping
• Severity-based escalation workflows
• SLA timing and response logic
• Asset categorization and routing rules
• Automated notifications and approvals
• Multi-step maintenance orchestration
• Cross-platform integrations with Slack, Jira, Trello, or CRMs
• Conditional workflow branching and escalation routing
• Operational reporting and analytics automation

5. Test and publish your Zap

‍

Run test events to validate your workflows, confirm Freshdesk synchronization, and verify your automations are working correctly before publishing them live.

6. Monitor and scale

‍

Once your Zap is live, Freshdesk and Energos.ai will stay synchronized automatically through Zapier. As your operations grow, you can expand workflows, automate additional support processes, and connect more operational systems without rebuilding your infrastructure.

‍

Requirements

‍

• Must have an active Freshdesk account
• Must have a Zapier account with automation access enabled
• Must have an active Energos.ai account on a supported plan

‍