Debunking the top 10 myths about Chatbots
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Hellooo Freshworks Community!!! How’s it going?How's everyone holding up this Midweek? Feeling super productive 🤔, or just eagerly waiting for the weekend to roll in 😎 ? Well, here's a little something to add some boost to your day! I'm absolutely thrilled to introduce @ken.hayward ,Solution Architect in Freshworks, who's all set to host an insightful session - Powerful automations to transform and scale your service delivery in Freshservice for you on May 23 at 7:30 a.m. PDT. If you haven't checked it out yet, you're missing out!Ken’s got a 90-minute agenda lined up for you all. Get ready to dive deep into some concepts that are bound to revolutionize the way you approach your automations.Here’s a little bit about him! For those of you who had the pleasure of attending his solution booth back in 2022, you already know the expertise he holds. Kenneth Marshall HaywardSolution ArchitectFreshworksKen is a Solutions Architect at Freshworks, where he has been instrumental for the past 6 y
I need to update a parent ticket status once the child ticket is set to resolved. I cannot figure out how to do that in the workflow. Any ideas?
Need to create work flow based on the Hierarchical Approval or escalationsLikeWhen Requestor create a Service Request and approval goes to 1st level if not approved send email or assign approval to 2nd level and if not 3rd level with respective timeframe.1st Level - Reporting Manager2st Level - Reporting Manager’s Manager3rd Level - Department Head (probably Manager’s Manger again)Kindly do let me know how can i achieve this using the available user data (Synced with AD)Same way for TIcket if not responded or not resolved in x days alert will go to 1st, 2nd and 3rd level
Hi,Hopefully there is a simple solution for this, which I just cannot see anymore. I have been building a pair of workflows to process our Service Requests automatically, but it seems that events with Approval change trigger doesn’t get triggered at all. I have tried different methods and checked that there is only one workflow which is watching this Approval change as trigger. I’ve also created a test workflow with only two steps (below) but this didn’t help either.I have tried to remove every other change and action after the Approval Request has been made as I found some information about the bug in this trigger, but that didn’t solve my issue.This should trigger if the Approval Status is changed from Requested to Approved: But I can see from the Request Activities that even this simple thing doesn’t trigger as that Note should have been added into the request ticket. (I manually closed the request as it was a test) This is how approval change is requested on the Approval workflow:
First of all, I did take a look at the following thread but I think what I want to do, or better try to achieve, is something different.I’ve got an approval matrix for purchase orders which is triggered by the event “Service request is raised” and only runs on these tickets. This workflow works perfectly fine.Now I got the requirement that we need a “priority matrix” for these service requests. Easy said, easy done. Well, no. For the second workflow I used the exact trigger following by the exact same condition (Service request is raised and Ticket Fields.Included Items includes any Purchase Order) but it won’t run.I even created a scheduled workflow with the exact conditions and it, indeed, does run daily at 1am.Does anyone have a clue why the second workflow doesn’t start when raising a corresponding service request? P.S.: I can’t consolidate the two workflows into one because, sadly, non-linear workflow aren’t a thing (yet?)
I know alarm workflows are working because my customer has it working just fine.But when I try to do an Alarm workflow on my instance all I get is a spinning wheel and I am unable to create alarm workflows.-Race V.
Agents have a habit of using one word Resolution Notes - such as “Resolved” or “Done”I want to be able to create a flow that will tag these (or eventually send back to the agent to correct).However the “Resolution Notes” option does not allow this - it can search for “contains xyz” but doesn’t seem to have the option to search for “only xyz”.Any ideas please.
I’m not sure where to turn next to trace this behavior. Orchestration server deployed, shows online. Running the powershell app configured to use the same server. Exact workflow, we are trying to automate user creation, but have a hybrid environment. Normally we use powershell to create the user and o365 mailbox simultaneously. Basic workflow just to see if we can pass the values right now:When Service request is raised If subject contains ‘Employee onboarding requests’ A quick line of powershell that should spit out a .csv on the server containing info from the onboarding serverI’m running into two problems. One, out of several attempts at test tickets to see if the automator executes, I’ve only seen it attempt to execute once. That one particular one failed due to the orchestration server being down. Every other test ticket did not create a log entry. If i use the ‘test app action’, i get no feedback. The first day i was running this, i did get some errors back regarding my powershel
is there any way to create a workflow that checks if all tasks on a service request are closed and if so, close the ticket?
Hi, I’m trying to create a workflow automation that reads from a custom field drop down that will create tasks based on all of the items selected from the drop down. In the example below, if Office 365 account is selected from the forms drop down a task will be added to the ticket to create the account. I then want to be able to check if other options were selected from the forms drop down. Which will then create separate tasks to create specific accounts. Is there a way to “loop” down to the next Condition after the first Condition has a positive result? Is there another/better way to do this? Thanks.
When an (incident) ticket is closed, the linked tasks are also automatically set to "closed." As far as I know, this is hardcoded. Is there any way to bypass this?Use case: We often receive incident tickets where the necessary changes or actions only need to be executed in a few months. In such cases, we create a task with a due date and receive a notification when the due date is reached, so we can reopen the ticket and address it. However, this doesn’t work as the task is marked as "completed" when the ticket is closed.We don’t want to leave the ticket open for months, as no actions are needed in the meantime.I haven’t found a solution through flow automation. Does anyone have an idea or alternative suggestion (e.g., working with a calendar)?
I need to add a service item to an existing ticket via API, but the instructions are a bit confusing and I am getting a generic error message. This is the API instructions: When it said [id], it usually is referring to the ticket ID, but I would assume the second [id] in this is the service item ID. That is what I used, but it isn’t working. I get error 404 not Found. Any ideas?
I know this has been asked in various different ways but I haven’t found a concrete answer.I’m creating an Employee Onboarding Process and one of the options is that the hiring manager can select various software titles to be installed on the laptop. The number of apps will vary.Right now a child ticket is created and attached to that child ticket are the various apps to install, listed as Service Request Items. The plan is to use the Azure AD app to automatically add users to AzureAD groups that auto install the software.But I cannot get the automation right. If I do one Workflow with multiple conditions for the software, once it hits the first ‘yes’, it runs and that's it. It doesn’t go through the rest of the conditions.If I create multiple workflows, only one fires.Is there a way to have multiple workflows fire for one ticket? Or is there a dynamic way to execute actions against multiple service requests attached to a ticket?
Hi, is it possible to automatically raise a status page incident based on some other event?For example, if Freshservice receives an alert from the NMS, raise an incident to indicate degraded performance on the Local Network
Hi Freshworks community,I’m facing an issue where my automation rules in Freshdesk aren’t triggering as expected. I’ve set up several rules for ticket assignments and responses, but some of them don’t seem to activate when they should. I’ve double-checked the conditions and made sure everything is configured properly, but the issue persists. Has anyone else experienced this, or can you suggest what I might be missing? Any help or insights would be much appreciated!Thanks in advance!
