Skip to main content
Visit Freshworks.com Visit Freshworks

We’ve been using Freshdesk for several years for ticketing.

We’re getting a new RMM tool and one of the features is users can submit a ticket from the RMM tray icon. This sends an email to our support address, which in turn creates a ticket in Freshdesk.

The RMM tool includes a bunch of client device info in the body of the email, in addition to the users entered description of the issue. This includes stuff like computer name, logged in user, IP address, etc.

This is great info to have, but it all is now part of the ticket description, so users can see it if they come into freshdesk, or if an agent replies, it’s included in the reply. It’s not super private info, but it’s a lot of info and there is no need for end users to see it.

We’d love to find a way to have this info identified and either moved into a private note or a custom field, and remove that text from the description.

I’ve been able to use an automation to have it copy all this info into either a note or custom field (it just copies the whole description to the note/field), but I haven’t found a way to have it automatically remove info from the description.

Is there any way to automatically edit the ticket description?

Or better yet, any way to get Email Commands functional on incoming emails from clients? Like a ‘SimonSays’ section we could have the RMM tool include in the body, which in turn gets added to our custom field, and the user won’t see it at all?

Is this doable?

Thanks in advance.

Yes, this is possible with some tweaks. Freshdesk doesn’t natively allow editing the ticket description directly, but you can use middleware tools like Zapier or Integromat to parse the description and update it by removing RMM-specific info. You could also configure the RMM tool to include the data in a marked section (e.g., “SimonSays”), then set up Freshdesk automation rules to extract and move that data into private notes or custom fields. Alternatively, using Freshdesk’s API or creating a custom app can give you full control over parsing and updating ticket data automatically.

We’ve been using Freshdesk for several years for ticketing.

We’re getting a new RMM tool and one of the features is users can submit a ticket from the RMM tray icon. This sends an email to our support address, which in turn creates a ticket in Freshdesk.

The RMM tool includes a bunch of client device info in the body of the email, in addition to the users entered description of the issue. This includes stuff like computer name, logged in user, IP address, etc.

This is great info to have, but it all is now part of the ticket description, so users can see it if they come into freshdesk, or if an agent replies, it’s included in the reply. It’s not super private info, but it’s a lot of info and there is no need for end users to see it.

We’d love to find a way to have this info identified and either moved into a private note or a custom field, and remove that text from the description.

I’ve been able to use an automation to have it copy all this info into either a note or custom field (it just copies the whole description to the note/field), but I haven’t found a way to have it automatically remove info from the description.

Is there any way to automatically edit the ticket description?

Or better yet, any way to get Email Commands functional on incoming emails from clients? Like a ‘SimonSays’ section we could have the RMM tool include in the body, which in turn gets added to our custom field, and the user won’t see it at all?

Is this doable?

Thanks in advance.

The automations isn’t the best in FD, but you can use a webhook to update the ticket using API. 
https://developers.freshdesk.com/api/#update_ticket 
 

Like this or just a dot. Use HTML tags to format the text like new line <br>  or bold <b>bold text</b>

{ "description":"A RNM ticket. <br> More information you like {{placeholder | remove: '"'}}" }

https://shopify.github.io/liquid/
 

I use  remove “ to prevent breaking the JSON format. I guess there are other ways around it as well. 

Reply


Terms of Use