I want to create an automated rule for a particular customer, such that whenever someone from this company creates a ticket, it automatically adds 1 or 2 key people from their organization as watchers so they can monitor the status of the tickets. I am not sure exactly how to do this.
Solved
Adding watchers automatically to new tickets
Best answer by BartVB
To automatically add watchers to new tickets in Freshservice for a specific customer, follow these steps:
1. Create an Automation Rule
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Navigate to Admin > Workflows > Automations.
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Select New Rule under the relevant tab (e.g., Ticket Updates or Ticket Creation).
-
Define the conditions:
-
Set the condition to match tickets created by users from the specific company. For example:
-
Requester Email contains the domain of the company (e.g.,
@company.com). -
Or use other customer-specific fields, such as Requester Fields.
-
-
Ensure you check "Match all of these conditions" for precise targeting.
-
2. Add Watchers
-
In the action section, choose Add Watcher(s).
-
Select the agents or users who should be added as watchers to these tickets.
3. Alternative for Non-Agents
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If the individuals are not agents (internal users), you cannot directly add them as watchers. Instead:
-
Use the Share Ticket With option if available.
-
Alternatively, set up an action to automatically CC or forward ticket updates to their email addresses. Note that this won't make them watchers but will keep them informed.
-
4. Save and Activate
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Save the automation rule and ensure it is active.
By setting up this rule, Freshservice will automatically add the specified individuals as watchers whenever a ticket is created by someone from the designated company. If you do not see certain options like "Share Ticket With," ensure your Freshservice plan supports it or contact support for assistance
+2If these key people are licensed agents, then you can make a rule where the condition to add these specific people will activate when this rule is met.
For example:
Condition: Requested Items is....
Requester Fields.Requester Email is/contains.
Remember to check "Match all of these conditions"
Then we do an action where it marks specific watchers by "Add watcher/s".
If they are not agents, the second option is “Share ticket with”. - then these individuals must be entered in the requester database and then to be selected in the flow.
juul0s wrote:
If they are not agents, the second option is “Share ticket with”. - then these individuals must be entered in the requester database and then to be selected in the flow.
They are not internal people, so not agents. I don’t se the option for share ticket with, which is what I have been looking for. Only thing that I thought would work is add cc or forward and put int the persons email. but that doesn’t make them a watcher?
To automatically add watchers to new tickets in Freshservice for a specific customer, follow these steps:
1. Create an Automation Rule
-
Navigate to Admin > Workflows > Automations.
-
Select New Rule under the relevant tab (e.g., Ticket Updates or Ticket Creation).
-
Define the conditions:
-
Set the condition to match tickets created by users from the specific company. For example:
-
Requester Email contains the domain of the company (e.g.,
@company.com). -
Or use other customer-specific fields, such as Requester Fields.
-
-
Ensure you check "Match all of these conditions" for precise targeting.
-
2. Add Watchers
-
In the action section, choose Add Watcher(s).
-
Select the agents or users who should be added as watchers to these tickets.
3. Alternative for Non-Agents
-
If the individuals are not agents (internal users), you cannot directly add them as watchers. Instead:
-
Use the Share Ticket With option if available.
-
Alternatively, set up an action to automatically CC or forward ticket updates to their email addresses. Note that this won't make them watchers but will keep them informed.
-
4. Save and Activate
-
Save the automation rule and ensure it is active.
By setting up this rule, Freshservice will automatically add the specified individuals as watchers whenever a ticket is created by someone from the designated company. If you do not see certain options like "Share Ticket With," ensure your Freshservice plan supports it or contact support for assistance
1 person likes this
+2For Non-Agents, there’s an option to sharing tickets, you can find this in “Action” field
But first, you need to configure requester in the admin settings.
Global Settings → Requesters → New Requester
1 person likes this
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