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373 Posts
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
published in Automations
WATCH RECORDING>>> Freshservice Best Practices session hosted by Kenneth Hayward - Post your questions here!

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

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ken.hayward
Community Debut
kong-jhartmann
Skilled Expert
kong-jhartmannSkilled Expert
asked in Automations
Liquid filter if statement in Slack app action

Greetings all,I am building a workflow to add field values selected in a service item into a Slack app orchestration.  I have a series of checkboxes that the requester can check.  I want to perform a liquid filter if statement to post a specific message if the box is checked. {% if ticket.ri_179_cf_salesforce == "Yes" %}Salesforce: :white_check_mark:{% endif %}Unfortunately, when I do this, the field is no longer testable via the Test input params as it isn’t recognized.  Are if statements supported in workflows and app actions specifically?

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Daniel Söderlund
Skilled Expert
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Apprentice
BlueBerryTartApprentice
asked in Automations
Automatically link separately aggregated, but related, alerts to the same incident

So, I’ve just created an alerts email integration to be the recipient for contract notifications.The intent being that all contracts up for renewal land on the helpdesk as a ticket… But the aggregation period for alerts maxes out at 30 days. Some of our contract notification times are 90 days plus. So we would receive multiple tickets for the same activity. I had hoped that I could use an automation instead to manage the creation of the incident.But to also somehow scan for existing incidents and if one is located then link this new alert to the existing incident.Be like hey this open alert that is virtually identical to this new alert already has a linked incident… So lets just link to that instead.

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Apprentice
Mehrab Gulzar
Apprentice
Mehrab GulzarApprentice
asked in Automations
Can we combine Time Triggers with Marketplace Apps for deeper automation?

Hey team,I’ve been experimenting with the new time trigger enhancements and exploring automation tools from the Freshworks Marketplace.I’m curious — is there a way to combine both? For example, triggering a Marketplace app action only when a time trigger condition is met?Any workflows or examples would be super helpful!Thanks :)

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Skilled Expert
ITMikeSkilled Expert
asked in Automations
Display SLA on Employee Portal

I’m looking for a way to display the SLA expected due date to the end user in their ticket view like the agents get.  I’ve looked around and in the agent view it is a liquid filter that can be added to emails, however, the liquid filter can’t be used in the CSS (I’ve tried and FS confirmed).  Pictures of what I’m wanting below.  Yellow in agent view is what I want on the requester view.   

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tatereal
Community Debut
Vanderdecken
Skilled Expert
VanderdeckenSkilled Expert
asked in Automations
Can you spot the error in this placeholder text?

{{ticket.requester.name}} has requested travel to  {{ticket.ri_207_cf_where_are_you_going}}, which is on the restricted list.This error will appear as a System note saying, “Not given.”The error in this expression is that the second right curly brace is not in bold format. }}Freshservice support was able to find it; mind you, this was buried in a 50-node workflow. I believe this is an insight as to how Fresh parses the HTML in expressions. The <\b> tag cut off the second right brace, and so the value was not found. 

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Apprentice
BlueBerryTartApprentice
asked in Automations
Software workflow automator seems very limited

So I just added a new contract/software for an application we deploy via AzureAD groups into Freshservice. The thought of manually assigning this to 120 users seems like a waste of time.I had a look at the workflows for software and the only action I could find was to send an email.I had hoped that I might be able to get it to integrate into AzureAD via either an app or an orchestration and parse the membership of the group and assign to the appropriate requesters.The add users prompt doesnt even appear to have an Import functionality. Only exporting. Is there a more elegant way to manage this besides manually adding every single user or resorting to scripting an API to query both AzureAD and Freshservice to get this outcome?  

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Apprentice
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Apprentice
DVTgApprentice
asked in Automations
How to get CRM Messaging conversations via API (Growth Plan)?

Hello Community,I'm trying to retrieve conversations/messages via the API that we manage through the integrated messaging feature within Freshworks CRM (Freshsales Suite).We are currently on the Growth plan.I've noticed that when I access one of these conversations in the user interface, the URL structure looks like this:https://[your_domain].myfreshworks.com/crm/messaging/a/[some_ID]/inbox/0/0/conversation/[conversation_ID]Initially, I tried using the Freshchat API V2 documentation and endpoints (e.g., /v2/conversations), thinking it was the correct API, but it didn't work (I only received HTML responses, not JSON).Later, I found an API Key in my account settings section under the title "CRM API details", which makes me think I need to use the specific CRM (Freshsales) API. I've located the general documentation for this API here: https://developers.freshworks.com/crm/api/My questions are: Given that my conversations are under the /crm/messaging/ path in the URL, does this confirm tha

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tatereal
Community Debut
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Apprentice
PhilippLutzApprentice
asked in Automations
Automatically merge EMails to already existing Tickets

Hi,I have a PowerShell script that automatically sends emails to external service providers in order to request the deactivation of user accounts in systems we don’t have access to.The emails are sent from the same address (max.mustermann@contoso.com) and the subject line always includes the ticket ID of the already existing service request.When the external service provider replies to this email address, a new ticket is created.My question is:Is there a way to add such a reply to the existing ticket as a note, or to merge the newly created ticket with the original one?

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Joshuwa
Community Debut
abdelahmanelshafey
Apprentice
abdelahmanelshafeyApprentice
asked in Automations
Delete agents and requesters nods

i want when agent or requester is removed or deactivated from the system everything related to him automatically deleted like ( tickets - assets - nods)

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eeha0120
Skilled Expert
K
Top Contributor
kevinmoralesTop Contributor
asked in Automations
Dynamically Set Approval Email in Workflow Automator

Hi!Trying to build the following flow in Freshservice: A requester enters the portal and selects a SharePoint access request. They choose a specific site and folder, for example: “Finance – Budget”. Each folder has a responsible approver — we fetch this person via a GET call. For example, we get that kevin@company.com is the approver. We now want the approval email to be sent to that dynamic email address, based on the selected folder. ❌ The issue:The “Send approval mail to” action doesn’t let us reference a custom field or dynamic variable. 🎯 Question:Is there a way to send an approval to an email address fetched dynamically from the workflow?Or is there any workaround (API, automation, custom object, etc.) to achieve this? Thanks a lot! 🙏

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Kamakshi V
Community Manager
Alexshafi
Apprentice
AlexshafiApprentice
asked in Automations
Issues with Freshdesk Automation Rules Not Triggering?

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!

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Community Debut
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Apprentice
StormblessedApprentice
asked in Automations
Auto-Create Requestors

I’m looking to auto-create requestors, most likely using the WorkFlow Automator. We have all the information already within the Employee On-Boarding ticket. I feel it should be simple to go from the Employee On-Boarding to auto-create a new requestor. Maybe it’s already a built-in function that I’ve simply missed. Any assistance would be greatly appreciated. Within my own attempts, I’ve tried doing the Web Request option. But I keep getting “Invalid Host”. Not sure what I’m doing wrong there but I don’t want to keep barking up that tree if it’s the wrong path for me go down.

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jameswilson30
Community Debut
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Apprentice
corey.holdenApprentice
posted in Automations
How do you handle offboarding time

Working on onboarding and offboarding and automations to cut down the related work. Offboarding gets a bit unique when it comes to time- For voluntarily separations, we usually want to handle those at end of day. That would seem easy enough to handle, to get last day from the offboarding form and use a timer to count until then? - or maybe scheduled flowsFor some separations, we need to make sure we don’t touch anything until we have more precise timing- locking out accounts after the user has had their separation meeting. I can think of a couple different approaches, and I’m curious how other people have handled this. 

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Contributor
Doug_in_Wellington_NZContributor
asked in Automations
Orchestration powershell app returns URI Too Long error

I’m trying to execute a fairly simple powershell script with a very long input … it works in microsoft powershell ise but not in Freshservice automation.  The error reads like400completed_with_errorsfalseFailed to decode:Unexpected character ('<' (code 60)): expected a valid value (number, String, array, object, 'true', 'false' or 'null') at [Source:Request-URI Too LargeWEBrick::HTTPStatus::RequestURITooLargeWEBrick/1.6.0 (Ruby/2.7.2/2020-10-01) at TPVSINFPFS01.ad.toddenergy.co.nz:4567; line: 1, column: 2] AND the script is like:ConvertFrom-Json -InputObject @" {{P5.root.results.results_object}}"@ | Format-List where {{P5.root.results.results_object}} is very long, about 12K characters. Yes it is valid json, microsoft powershell ise has no trouble with what I am testing. I’d rather not write the contents of {{P5.root.results.results_object}} to a file. Any other options? 

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D
Contributor
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Anonymous
asked in Automations
Exploring the Potential and Challenges of YouTube Automation

Hi everyone,I’m interested in learning more about YouTube automation. There’s a lot of buzz around using automation tools to optimize video uploads, improve engagement, and even automate content creation. I’m curious to hear your experiences with it—whether you’ve used automation for video publishing, comment moderation, or other tasks.What tools do you recommend, and how effective have they been in boosting your channel’s growth? Also, are there any challenges or risks associated with automating too much of the process, especially concerning YouTube's guidelines?Looking forward to your insights!

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michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in Automations
Scheduled Workflow with Ticket Age

I want to create a scheduled workflow to run daily to do an action on tickets older than 60 days. Ticket age is not an option in Condition. Any ideas on how I can accomplish this?

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Daniel Söderlund
Skilled Expert
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Skilled Expert
shannon.mejiaSkilled Expert
asked in Automations
JSON Line Breaks

I am trying to update the description on a ticket via API call.  The description will be multiple lines though.  I cannot get the JSON formatted to be multiple lines though.Also, of note, the use case is creating child tickets in Onboarding and I need the description in the newly created child ticket to be like the inherently created child tickets in the Onboarding module.    

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Daniel Söderlund
Skilled Expert
K
Apprentice
kl-edwinApprentice
asked in Automations
Automation trigger when adding tag

Hi,Is it possible to run an automation when adding a tag to a ticket?I noticed that adding a tag does not run the Ticket is modified-trigger.Thanks

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worfhc
Community Debut
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Apprentice
Wendy BarringtonApprentice
asked in Automations
How to add Offboarding Placeholders to the Parent Ticket?

We’re setting up Offboarding in FreshService. There are a number of fields that we’ve added for HR to use when they submit the request.  But, when we test, they aren’t added to the parent ticket.  I can’t find them in Workflow Automation to add them to the parent request and to use in additional automations?  Additionally, where can we find the list of placeholders we’ve created overall?

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U
Contributor
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Apprentice
ramgarimellaApprentice
asked in Automations
Looking to automate Ticket behaviour

Hello Everyone,I want to have a workflow automation which should be used to do the following: How we set it up :On a Incident, we have WF Automator which will create a 2 Tasks when a new incident is created.We have to rule that we will be able to close the incident if and only when we complete the tasks.Tasks being: Root Cause Analysis and Resolution Steps Problem :Now, sometimes our end-users are creating SR’s as Incidents, then an agent will change it from Incident to Request, these Tasks doesn’t make any sense. So while closing SR, we are marking the tasks completed. Action :Looking for a way to automate this, like when an agent changes the type of ticket from Incident to SR, the Tasks should be auto completed/deleted. I’m looking for if there is a way, we can do like old.ticket_type =”Incident” and new.ticket_type=”SR” then mark the “task” = “closed”

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A
A
Anonymous
asked in Automations
Thoughts on This New Disposable Pod?

Hey everyone, I came across a new disposable pod device and was wondering if anyone here has tried it. It’s a 600-puff model with 20mg nicotine strength and seems to be an upgraded version of an existing one. How does the flavor compare to previous versions? Is the vapor production decent, and does the battery last through the advertised puffs? Also, any noticeable differences in throat hit or overall experience? Would love to hear your thoughts before picking one up.

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Top Contributor
MaximeBTop Contributor
asked in Automations
Wiating time base on ticket description

Hi everyone, I am trying to automate the change of the Active Directory title for employees when HR sends us an email.I was able to extract the date in ISO format from the ticket description as well as several other pieces of information using this logic:{{ ticket.description | strip_html | replace: " ", " " | split: "Date du changement:" | last | strip | split: " " | first }}(This allows us to extract the date and return: “YYYY-MM-DD”)Subsequently, I added an expression builder that looks at today's date and the remaining days before the change date:diffInDays(today('America/Toronto'), '{{E3.result}}')Here, {{E3.result}} represents the date in ISO format obtained in the previous step. Then, I configured a condition specifying that if the number of days is EQUAL “0”, then continue; otherwise, the employee's title needs to be changed now, as this means the change is prior to today's date. Again, everything works without any issues. My problem arises with a change that needs to be made i

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M
Top Contributor
K
Apprentice
kunalpatelApprentice
asked in Automations
Workflow Automator trigger on Create Task

I have project and tasks under it, want to trigger workflow Automator when a task is created/updated under the project tasks. I have the event when a task is created/updated add with parent module as 'changes' but it's not getting triggered.  

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Daniel Söderlund
Skilled Expert
Chris.Armitage
Skilled Expert
Chris.ArmitageSkilled Expert
asked in Automations
Create Multiple Active Directory Accounts from a Service Request

I have a SR that allows our staff (im in education) to create ad-hoc user accounts, these are for guests coming in or open days.  Currently it allows for one account to be created as the user will enter a username they want, the reason, and the date its needed.The request is then fulfilled using the ActiveDirectory Orchestration by creating the AD account and then it sends the details to the requester via and email that  contains the accounts password.  The Account is then removed within 7days as part of the workflow.I want to expand this so that multiple accounts could be created. I want the user to select how many with maybe a max of upto 20, but im struggling in my head the best way to do this, so any advice on this or best way would be apprciated.  If i was writing this as a Powershell script i could probably do it but im trying to get my head around how i can use a Service Request and the workflow behind it

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Chris.Armitage
Skilled Expert

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