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Using Freshdesk
Automations and Workflows

Automations and Workflows

Using Freshdesk

343 Posts
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343 Posts

McLTop Contributor

asked in Automations and Workflows

webhook and thread w/in one automation

It appears we cannot execute a webhook AND a thread in a single automation. We have a scenario where we need to do both. However, if the ticket is created in the portal then only the first one executes - so if webhook is first it works and the email doesn’t send, and if the thread is first, then the webhook doesn’t execute. note - both execute just fine if the ticket is created directly w/in freshdesk.

msheridanApprentice

asked in Automations and Workflows

Force hourly triggers to run?

Exactly what it says on the tin. Is there any way to manually run an hourly trigger, or do I have to just wait for it to meet the criteria that I set?

tboardmanApprentice

asked in Automations and Workflows

Why can't I create more than one webhook in a ticket creation automation?

I would really like the option to create more than one webhook trigger in a single automation rule. Limiting us to one webhook trigger per rule makes no sense especially since I’m only allowed one HTTP action (e.g. POST). There is currently no way to even do multiple actions per webhook, such as 2 POST requests via batching.

KhimanTop Contributor

asked in Automations and Workflows

Is it possible to configure SLA with custom company fields ?

Hey, I do not see any option to use something like a company account tier (which is a built in field) to filter the tickets on which the SLA will apply on.Is that not possible ?

mh6Apprentice

asked in Automations and Workflows

Automatic Reply Outside Business Hours with Freshdesk & WhatsApp

Hi everyone,We’re using Freshdesk along with WhatsApp and are looking for a way to set up an automatic reply when messages come in outside of our business hours.I’ve tried using the API endpoint /api/v2/tickets/[id]/reply, but unfortunately, it’s not working as expected.Has anyone successfully implemented this or can share some tips on how to achieve it? Any help would be greatly appreciated!Thanks in advance! 😊

ethebeesApprentice

asked in Automations and Workflows

Issues with Offboarding and Onboarding with Workflow Automator, and Workspace Settings

We’ve been using Freshservice for a while now and earlier this year adopted Onboarding and Offboarding, in which we utilize Workflow Automator to automate certain aspects of what we do. Because of this, we’ve noticed multiple issues. Dependent Fields (Onboarding) We’ve noticed that in Employee Onboarding, it’s impossible to access the lower levels of a Dependent Field. Currently, we use one so that our HR team can notify us of a new member’s department, but can only access level 1 of the dependent field. Unlike in a Service Catalog Item, there is no dropdown to select level 2 or 3.Dependent field when viewed via the “Employee Onboarding” section of the placeholders menuDependent Field when viewing from the “Service Item” section of the placeholders menu Paragraph Fields (Offboarding) Paragraph fields are inaccessible through the offboarding section of the placeholders menu. User being offboarded dropdown (Offboarding) When trying to select information about the user being offboarded, o

jibsan94Apprentice

asked in Automations and Workflows

How affect VIP to Company members?

Hello,I wish to know that when I set a Company as VIP, how this affects the tickets received and also I want to know if the Contacts of that company has an special treatment?Greetings!!!

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.

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!

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?

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?

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.

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.

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