Hi community,
Starting from middle of January I observed several issue with different automation rules in Freshdesk that are not triggering, meanwhile other times automation are applied when not required by the flow. I’ve set up different rules for specific type of customers that should trigger ticket assignments, classification and automatic answer, but in the last 30 days some of them don’t seem to activate when they should. I’ve checked the conditions but all seems is correctly configured and the issue persists. I read in other previous topics where someone suggested to replace the orders of the rules but I observed issue also for simple automation with low (or single) number of conditions and actions. Has anyone else experienced this?
Question
Automation issue in the last month
+3I’ve definitely had flows not triggering which should - typically I have found the live chat very helpful for resolving these eventually even if the reason is still not clear.
I have found some that run off ticket creation need to have a 1 minute timer in order for other automations etc. to run. Sometimes it’s clear how this 1 minute would affect whether a flow triggers - e.g. if you have a flow to classify the ticket on creation and another to hand a ticket based on its categorisation, you need the second rule to run after the first (if the steps are not part of the same flow).
Another frustrating thing is that tickets created by a workflow don’t seem to trigger the “when a ticket is created” trigger so workflows don’t work on them.
But there are some that I’m certain should work and there is no discernible reason they are not triggering. Like you they are simple triggers like “if status is resolved” and “if subject contains x”.
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