Freshservice Automation Flow to filter a specific word in Resolution Notes

Hi Graeme

Assuming you have resolution notes as a custom box you have created. 

Maybe if you then use an expression node after to check the length? then create a condition based on that figure... not ideal but maybe will help.. you might even be able to see if the length of the resolution notes is less than say 10 in which case you know it is a one word answer... 

 

You could also play with business rules as that allows you to use the “is” function..

 

Hello @GraemeW one way we handled this situation was by taking the contents of our “Closing Comments” box and, when the ticket status is changed to closed, posting those comments as a “Public Note” to the ticket. What this did, with a little reinforcement, helped the analysts present their resolution notes in a way that would be useful to the end user. “Done”, “See notes”, or “All set” quickly became evident as unacceptable closing comments.

Just a thought 

Creating an automation flow in Freshservice to filter for a specific word in resolution notes can be a powerful way to ensure certain protocols are followed, maintain quality, and track specific issues. Below are the steps to set up this automation flow:

Step 1: Log in to Freshservice

1. Log in to your Freshservice account with admin privileges.

Step 2: Navigate to Automations

1. Click on the Admin icon from the left sidebar.
2. Under the Helpdesk Productivity section, select Automations.

Step 3: Create a New Workflow

1. Select the Workflow Automator option.
2. Click on New Workflow to start creating your custom automation.

Step 4: Set Up the Trigger

1. Name your workflow for easy identification, e.g., "Filter Specific Word in Resolution Notes."
2. Define the trigger event. For this case, select Ticket Resolved. This ensures the automation checks the resolution notes when a ticket is resolved.

Step 5: Add Conditions

1. Click on Add Condition to define criteria for filtering.
2. Choose Resolution Note from the list of ticket fields.
3. Select Contains as the operator.
4. Enter the specific word you want to filter for in the value field. For example, if you're looking for the word "urgent," enter "urgent."

Step 6: Define Actions

1. Once the condition is set, click on Add Action to define what happens when the condition is met.
2. You can choose actions such as:
   • Send Notification: Notify a specific group or individual.
   • Assign to Group/Agent: Reassign the ticket if certain keywords are found.
   • Add Tags: Add specific tags to the ticket for easy identification and reporting.
   • Update Ticket Fields: Change ticket fields or statuses based on the condition.
   For instance, to notify a supervisor, choose Send Email to Group/Agent, and configure the email with necessary details.

Step 7: Save and Activate

1. After setting up your conditions and actions, click Save.
2. Activate the workflow by toggling the status switch.

Example Scenario

Imagine you want to track any resolution notes containing the word "urgent" to ensure they are reviewed by a supervisor. Your automation setup might look like this:

1. Trigger: Ticket Resolved.
2. Condition: Resolution Note contains "urgent."
3. Action: Send an email to the supervisor notifying them of the ticket, and reassign the ticket to a review queue.

Testing Your Workflow

1. Resolve a test ticket and include the word "urgent" in the resolution notes.
2. Check if the automation triggers the defined actions.
3. Adjust any conditions or actions if necessary.

Monitoring and Maintenance

1. Regularly review the performance of your automation flow.
2. Check for any missed tickets or false positives.
3. Adjust the conditions and actions as needed based on feedback and performance metrics.

To automate the filtering of specific words in Resolution Notes using Freshservice, you can set up a custom automation flow. Here’s a quick suggestion:

1. Create a New Workflow: Navigate to Admin > Workflow Automator in Freshservice and create a new workflow.

2. Define the Trigger: Set the trigger to activate when a ticket’s Resolution Notes are updated.

3. Add a Condition: Use a condition to check if the Resolution Notes contain the specific word you want to filter. For example, you can use a condition like Resolution Notes contains "specific word".

4. Set an Action: Based on the condition, define the action you want to take. This could be sending a notification, tagging the ticket, or even creating a task for follow-up.

5. Save and Test: Save your workflow and test it to ensure it correctly identifies the specific word and performs the desired actions.

This approach will help you streamline your ticket handling process by automating actions based on specific content in Resolution Notes.