Send a Freshdesk ticket to Neoflo

Mark a ticket Ready for Neoflo so its invoices appear on your dashboard.

Invoices arrive as attachments on Freshdesk tickets. Nothing reaches Neoflo until you send it, so your team decides what enters Neoflo.

Before you begin

• The ticket is assigned to you in Freshdesk. Neoflo shows the Freshdesk assignee, so assign tickets in Freshdesk, not in Neoflo.

Send a ticket

1. In Freshdesk, open the ticket.
2. Check that it asks for an invoice to be processed, and that the invoice is attached as a PDF or an image.

   Tickets also carry statements of account, payment questions and other requests. Leave those out.

3. In the ticket's properties, find Neoflo Status.

   This is a separate field from the standard Status. Leave Status as it is.

4. Set Neoflo Status to Ready for Neoflo, and update the ticket.

What happens next

Within seconds, Neoflo picks up the ticket and Neoflo Status changes to Extraction in progress. Reading each invoice takes a minute or two. Each invoice then appears as its own row on the Invoice Dashboard, with the ticket number in Source ID, and Neoflo Status changes to Processing. Continue with The Invoice Dashboard.

Work in batches. Send several tickets from Freshdesk, then switch to Neoflo and work through them. Neoflo Status keeps each ticket up to date, so you don’t need to watch Neoflo while you triage.

Tickets with more than one invoice

A ticket with four invoices shows four rows with the same Source ID, and each invoice is processed on its own. Neoflo adds a private note to the ticket with a link to each invoice.

If something goes wrong

What you see	What to do
The ticket hasn’t reached the dashboard after a few minutes	Check that you changed Neoflo Status, not Status.
An invoice on the ticket has no row of its own	Neoflo read it as a supporting document. Add it by ticket ID. See Add an invoice by ticket ID.
A row on the dashboard isn’t an invoice	Reject that row with the reason Not an Invoice. See Reject or resend an invoice.
The invoice was sent without its attachment	Ask the requester to attach the invoice to the ticket, then send it again.