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Using Freshdesk
Automations and Workflows

Automations and Workflows

Using Freshdesk

340 Topics
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340 Topics

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ops-sapporoApprentice

asked in Automations and Workflows

Error when editing an automation rule

Hi,I got an error “Check the rule configuration” when trying to edit “start_date” and “due_date” in an automation rule that already exists and has been edited hundreds of times.It started on 8th April, 2022.Prior to that, I have been editing the rule every morning and I’ve never got this error.Can anyone tell what is going on?

Vignesh RajApprentice

asked in Automations and Workflows

Automate a reply message to the WhatsApp users

Hi, There’s a requirement to automate the reply message to the WhatsApp source ticket users having condition with description as some message. And this reply should be sent on WhatsApp, not to be sent as an email response to the WhatsApp ticket users. This is much much required since we have received so many same kind of requests from different users. It would be highly appreciated if we have a solution or work around for this.

KVertreesApprentice

asked in Automations and Workflows

Liquid filter to allow for inclusion of line breaks

We have integrated our Freshservice environment to a partner’s Service Now environment, which is working very well - with one exception. The formatting of the Service Now text is getting removed during the integration. Here’s an example message that’s coming from Service Now. The \r\n line breaks are showing this across multiple lines in Service Now."Your issue (INC-1XXXX) has been deemed solved. Please review the attached notes for more information: Good morning!\r\n\r\n I have added the XXXXX. This section of the XXXX.\r\n\r\nRegards\r\nXXXX "The body of the POST Command includes the following line: "Description": "{{ticket.description | sanitize_html}}"I believe santize_html is removing the \r\n breaks from the description as it’s handled in the POST processing. Is there a way to allow for these to be included, or to replace the \r\n with a <BR> character before it’s cleaned up by the sanitize_html command?Have also seen a reference to try {{ticket.description | url_enco

Mr.Southern86Apprentice

asked in Automations and Workflows

activation email within automations

I’ve been using Freshdesk now for 18 months and it’s great. We’re really seeing the benefits and starting to onboard more clients and products. However, with expanding this is now throwing up some problems as the products differ. For example I have two products, Product 1 where I want customers to sign up to the portal and have multiple interactions. Product 2, I want the customer to share information one a singular transaction and nothing more. The problem stems from the activation email, it will email both customers after 5 minutes and invite them to sign up.Product 1 has a need for this activation email, Product 2 does not and this creates confusion. If we could skip activation email via the automations (like we skip notification email) this will help solve my problem.

JosvandenEndTop Contributor

asked in Automations and Workflows

Out of office widget blocking Freshdesk menus

Hi there! We are a big fan of the “Out of Office” functionality within Freshdesk. We mainly use it in two scenario's:When a agent is really a day of or on holiday When agents are working in Freshdesk, but not on 1st of 2nd line callsIn both cases, our 1st line calls (incidents, user-questions) open without an agent when the customer replies.In this second case, it can be very annoying that the widget is hovering above some important stuff in Freshdesk. Attached you can see that the widget is blocking the time registration menu of a ticket. I also attached an image where you can see that it blocks the Fresdesk Support Chat. Would it be possible to have this widget differently implemented, not blocking any important menu's?

LeonLerApprentice

asked in Automations and Workflows

Slack channels are not showed in configuration

Hi,I’m trying to use the Freshdesk-Slack integration..I added some new public channels to our Slack in order to redirect the notifications there, and when I’m trying to add these channels to the Access Public Channels, they are not in the list of choices.Any idea on what the problem might be?This is happening only with the public channels, if I create a private channel it appears in the Access Private Channels list immediately Thanks!

gflazApprentice

asked in Automations and Workflows

Removing "Customer Responded" flag

I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?

caroljankinsApprentice

asked in Automations and Workflows

Automating Data Export in Freshdesk

I'm currently using Freshdesk as my primary customer support platform and I need to export tickets on a regular basis for reporting purposes. However, manually exporting tickets can be time-consuming and tedious, especially when I need to export large amounts of data.I'm wondering if it's possible to schedule export tickets in Freshdesk, and if so, how can I set up this feature? Are there any third-party tools or integrations that can help me automate this process?Specifically, I'm interested in learning about the different scheduling options available in Freshdesk, such as daily, weekly, or monthly exports. How do I determine the best schedule for my needs and ensure that the exported data is up-to-date and accurate?Additionally, I'm curious about the different export formats supported by Freshdesk, such as CSV, XLS, and PDF. How do I choose the right format for my reporting needs, and what are the benefits and limitations of each format?Moreover, I'm interested in learning about the

JTAVOLAROSkilled Expert

asked in Automations and Workflows

tasks and workflows

is there any way to create a workflow that checks if all tasks on a service request are closed and if so, close the ticket?

SaschaApprentice

asked in Automations and Workflows

Edit private notes from Automations

Hello community,We recently started using freshdesk and have set up an automation that attaches a private note with a table to each ticket (for our time tracking). Unfortunately, neither agents nor administrators can edit this private note from the system, but private notes from other agents can be edited. What could be the reason for this and how can agents also edit these private notes from the automation?Kind regardsSaschaTranslated with www.DeepL.com/Translator (free version)

IanDContributor

posted in Automations and Workflows

Ability to create holidays business hours past New Years eve

I spent 15 mins with Support today trying to create Business Hours for New Years day. Since it is in 2025 it’s not possible.Ludicrous!

LiamRApprentice

asked in Automations and Workflows

Message update board?

Hi All, I was wondering if there is an app or something already built into freshdesk where i can post updates and possible screenshots to all agents to notify them of changes made to the helpdesk. New automation rules, added apps etc.

IanDContributor

asked in Automations and Workflows

Customer self service Appointment

Hi everyone We require customers to have Self Service appointment booking. Our team are on Google Workspace. Has anyone found a good solution?cheersIan

Santos.BhivaseApprentice

asked in Automations and Workflows

Does Ticket Update Automation will work on ticket update from API update.

Ticket Update Automation will work on ticket update from API update. We have scenario where Ticket will be created from system A, and Then Create Automation will get executes, and calls System B, System B will pull some information and again update Ticket with these information. Then We have Ticket Update automation which will call System A with new tickets details. Is this possible?

toonfischApprentice

asked in Automations and Workflows

Freshdesk - When Tag gets added send message to slack channel

Hi there, i want to create the following automation and im kinda stuck.I want that everytime a ticket is unanswered for a certain period of time that a message gets pushed to slack channel. I got the Slack integration but i cant find a option in the automation. I already got the first part done (Tag creation) but im stuck at when tag gets updated send message to slack. Can anyone help?

13termeyApprentice

asked in Automations and Workflows

API Integration Accuracy and Data Validation

Good day, How accurate it the data extracted with the API corresponding to the analytics provided on FreshDesk? I am currently using the FreshDesk to schedule API to extract ticket data and being able to perform comparison analytics to historical data. I am getting very similar results to some of the FreshDesk reporting stats however not everything is matching. I have also noticed when extracting the underlying data on a FreshDesk report it includes duplicates of tickets that may also be throwing off the accuracy when comparing to the APi - which extracts one row of data per Ticket ID. Is there any way to see the definitions behind ticket counting?e.g resolved tickets I would assume are using the resolved date - how will this be defined for created tickets, assign tickets etc. I would like to create a smooth pipeline from API pulled into Python and translated into a SQL table that can be extracted into an Excel report. However, I have no way to confirm the accuracy of the data while th

Rafael VegaApprentice

asked in Automations and Workflows

Importing custom HTML templates into Freshdesk notification templates

Hello Support, We have some custom HTML email templates (Built in Dreamweaver) and we want to use these formats in Freshdesk email notifications templates.This is an example of the HTML template: How can I import or insert a custom HTML template for Freshdesk notification templates? Regards,Rafael

j.sluszkiewiczCommunity Debut

asked in Automations and Workflows

How to remove "automatic added answers" in replies in Freshdesk?

When I click reply, the previous reply is automatically added.How do I remove this feature?

TassiloCContributor

asked in Automations and Workflows

How to assign a ticket to a company created by an agent

In our Freshdesk the agents create tickets as well via email. These tickets, where the requester is an agent, are not assigned to any company, as agents are not assigned to companies.How can I assign a company to such a ticket, where the requester is an agent?

RobCrossHMSkilled Expert

asked in Automations and Workflows

Agent Allocation

I’m looking at building some automation in FreshDesk to assign incoming tickets to agents based on priorities in the customer record, for instance all of the tickets where the customer territory is Scotland should come to me, like this... Has anyone implemented this before, and does anyone have any ideas on how we can deal with agents unavailability?I’m hoping that somehow we can detect if the agent is unavailable, and if they are, leave the ticket unassigned

klingirlingApprentice

asked in Automations and Workflows

Getting an access denied for rest api. Anyone have any idea? I have admin access.

NNUH NickCommunity Debut

asked in Automations and Workflows

Service Catalogue - Custom Fields

Good day, I have a template with a lot of custom fields in, some of which I would like to have the data replicated in an email as part of an associated workflow. Could someone please explain to me how this is achieved as there doesn't appear to be any logical way of doing this. Thank you.

cristiansioneApprentice

asked in Automations and Workflows

Google Drive Orch

Hello, I am trying to use Google Drive orch, but when testing, for example, to see the permissions of a file, the response is always "Illegal base64 character 5c" Does it work well for anyone?

jav.hussain2001Apprentice

asked in Automations and Workflows

Need Help With Workflow to auto send an email based on answers from the form

We have the below form to order a mobile phone but would like to set up a workflow where if they answer no to the circled questions it will send them an email with information about 8x8 instead. Within the workflow builder I cannot find any placeholders where I can create a condition that checks the answers of the circled questions in the form below. Any help/guidance would be greatly appreciated 😊

edward.kimSkilled Expert

asked in Automations and Workflows

Added two fields (Dropdown) for Major Incident type but i cannot find these fields in Analytics

Hello, Under Field Manager → Type (Major incident), I added two ‘Dropdown’ fields Now, I am looking to pull up these fields in Analytics → a report but they won’t appear… Is there a way to see this or is this limitation in FS?

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