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Using Freshdesk
Automations and Workflows

Automations and Workflows

Using Freshdesk

263 Topics
729 Replies

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263 Topics

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tosh691Apprentice

asked in Automations and Workflows

Are there any events in workflow automator that can detect when a note/conversation is added to ticket?

Are there any events in workflow automator that can detect when a note/conversation are added to ticket? It seems like new notes/replies added to a ticket do not fire off the Ticket is Updated event in my workflow automator.

16 hours ago

moe72Contributor

asked in Automations and Workflows

Extract number from string

I am trying to get the umber from the string but getting the “Invalid Syntax - One of its operands is invalid.” error, will someone help me with this.substring('Your request to Terminate for Test User ID number 12345',indexOf(length(replace('Your request to Terminate for Test User ID number 12345 has been approved and has completed','has been approved and has completed','')),'number',0))

20 hours ago

ShanaRContributor

asked in Automations and Workflows

Not Receiving Any Email Notifications

We have been using Freshdesk for almost two years. Today we noticed that we aren’t receiving notifications for New Ticket creation, customer response, notes, forwards, etc. .It was working until today, I double checked the settings and everything is turned on and agents are added.Is there something else I need to check, how do we correct this?

23 hours ago

Patric BApprentice

asked in Automations and Workflows

Whatsapp - Automatic reply

Hi Freshdesk,We have connected a Whatsapp account to Freshdesk. Integration was smooth and easy.Now, We are receiving requests from customers via this channel, and we see a need to hav a automatic reply about our office hours etc. When will this be avilable? ThanksPatric

1 day ago

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.

2 days ago

ChelperApprentice

asked in Automations and Workflows

Turn off SLA timer on Android app

Is there a way to turn off the SLA time within the Android FreshDesk app? I have it turned off when I go to the admin - workflows - ticket fields - status settings, but when I open the app on my phone, I still see the alerts “OVERDUE” and “RESPONSE DUE”. I would like to have those turned off, so any help would be greatly appreciated.

4 days ago

BonesawContributor

asked in Automations and Workflows

Problem with dependent fields

We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?

5 days ago

ManishDApprentice

asked in Automations and Workflows

Related to Custom Fields

Hi Team,I would like to know what this below paragrah which is mentioned in your api documentation means.If you’re not getting a result for the above query, there’s a chance that the field might have been created recently or it has been moved to a new infrastructure. To query on these custom fields, use ‘custom_string’ instead of the actual field label.And how do i acheive my search with custom field if this is the condition.

5 days ago

MondlaneCommunity Debut

asked in Automations and Workflows

michaelmartelSkilled Expert

asked in Automations and Workflows

Parameter for Reporting Manager of Agent

Is there a parameter for the reporting manager of the agent on the ticket? I’d like to send an email to them in a workflow.

14 days ago

ComputerGuy7Apprentice

posted in Automations and Workflows

Why is Intune Sync a Third Party App?

Someone correct me if my thinking is completely wrong here, but I don’t understand why certain cloud integrations are not Native features of Fresh Service. They can still be in the app market place, if desired, but should be 100% developed and managed by Fresh Service corporate.I support having a 3rd party app market place, but some features are too foundational to an ITSM product (for many environments) to trust to a 3rd party.Example: The asset tracking features of fresh service offers a lot less value if it don’t sync with the customer’s MDM product.In my opinion, there would probably be a dozen or two major IT companies that Fresh service should have native integration or official market place apps for. Fresh service has a native discovery probe. Why isn’t that a 3rd party market place app? They saw reasons to make that a native product. They need to do the same thing with other critical features like Asset sync with cloud services.

18 days ago

pcutterApprentice

asked in Automations and Workflows

Clarifying limits to customizing stages and sub-stages

As we understand this issue, we:Can not change the five stages in the hiring process Can not change the “default” substages within these stages Beyond the limitations above, we can not set a custom template of stages and sub-stages for *all of our recruitments* Can someone confirm/clarify any or all of the above?These are all surprising and disappointing limitations for a premium product that otherwise has value for us. Please remove these limitations on customization to reflect your appreciation of diverse hiring processes and approaches and your acknowledgement that “Every job role requires a different interview process.”Thanks.

25 days ago

fiyadeleonApprentice

asked in Automations and Workflows

HTML table's CSS is being removed

Hi, I am creating an automation wherein I send test emails (using power automate) to our helpdesk email with an HTML table within its body. HTML table is working fine when viewed through browser or if it’s sent to a non-helpdesk email, unfortunately when it is being sent to our helpdesk email it is being formatted with no CSS.How the email body when it is sent to a non-helpdesk email (my personal email):How the email body received by our helpdesk email:I’m kind of stuck if the issue is with my email body or is this being limited by the platform.

27 days ago

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!

1 month ago

AlexanderPaulContributor

asked in Automations and Workflows

How to view execution logs?

HiThis is probably a really silly question, but I’m an admin in our FreshService instance, and I can create and update any workflow automations, however I can’t see any Execution logs.When I click the option, I get a message saying ‘no transactions found’ when there clearly HAVE been some workflows working as my tickets are updating as expected.Is there a role or some permissions that I need to be able to see this please?

1 month ago

licopeenApprentice

asked in Automations and Workflows

Microsoft Adctive directory - Orch

Hello,we have a workflow that it’s basically a Create user Workflow for microsoft active directory (on premise). Suddenly yesterday we noticed that it’s not working anymore, we checked the entire workflow and server config, nothing changed, the ports are open, the orch connects to the server etc.... The freshservice logs says that the user has been created but actually it’s not created. If someone had same problem let me know if there is any solution to this.It’s not something really complicated, it worked with no problems for months.

1 month ago

NickgContributor

asked in Automations and Workflows

Automatically Updating Territory based on Country List

Hello, I was wondering if anyone has an elegant solution to automatically update a picklist field (territory) based on another free text field (country) For Example. If Country = USA, United States, Canada Update Territory to North America I know I can do this via a workflow, but due to the number of countries and territories, it will become 8+ workflows. The Territory values i’m looking to automate are below. Cheers. Northern EuropeAland Islands, Denmark, Estonia, Faroe Islands, Finland, Guernsey, Iceland, Ireland, Isle of Man, Jersey, Latvia, Lithuania, Norway, Sark, Svalbard and Jan Mayen, Sweden, United Kingdom, UK, Scotland, Wales Southern EuropeAlbania, Andorra, Bosnia and Herzegovina, Croatia, Gibraltar, Greece, Italy, Republic of Macedonia, Macedonia, Malta, Montenegro, Portugal, San Marino, Serbia, Slovenia, Spain, Vatican City Western EuropeAustria, Belgium, France, Germany, Liechtenstein, Luxembourg, Monaco, Netherlands, Switzerland Eastern EuropeBelarus, Bulgaria, Czech

1 month ago

K_jApprentice

asked in Automations and Workflows

GPT to Freddy AI

Will you solution with Freddy AI work with all languages as OpenAI dos or only the major ones? More specific could Freshchat and Freddy AI talk to our customers in Norwegian?

1 month ago

DirkHApprentice

asked in Automations and Workflows

Help with creatich expression

I want to make a workflow for mails recieved between Saturday 20:00 to Monday 05:00.For the saturday i try this: if(weekday({{ticket.created_at}}) == 7 and substring({{ticket.created_at}},11,13) > 20) But i keep getting "invalid operator” errors. als i cant seem to find a list of what format the value of the placeholders (like {{ticket.created_at}}) are.Can someone help me on how i can do this?

1 month ago

scottersApprentice

asked in Automations and Workflows

Freshdesk Email-to-ticket Append Subject?

Is this possible? Let’s say I have a client that creates a ticket by email. In this instance, it comes in from testco.com with subject of Server not accessible. Can there by a processing rule that could then append the subject of the email with the company name and change it to: Testco Server not accessible for the ticket?

1 month ago

dvoContributor

asked in Automations and Workflows

Orchestrator Powershell App Issues

Hello, I have a ticket open with support, but not getting any help/response. Perhaps other customers have experience with this. I am brand new to FS, working on developing automations for my client. I’ve worked with PoSh for many years and written a number of fairly complex Azure Automation runbooks. The orchestrator node is running Server 2022 Datacenter. There are two main issues:Execute command will intermittently not return results, even when running something simple like Get-Service local to the orch server. Sometimes it works. The last time I ran Get-Service , it returned a 400 (permissions), which is nonsense. Ultimately we want this to write ticket fields to a .csv on a remote server for separate processing. In testing I can’t get it to write to file locally, much less to a remote server.I haveRead all the documentation I can find, including the examples Experimented with single and double quoting, despite examples showing quotes not being used. Nothing worksI have confirmedAll

1 month ago

AukesApprentice

asked in Automations and Workflows

Sending email to requester when ticket is merged

Hello, If a ticket is merged together the secondary ticket will get closed. So the requester gets an email saying it is closed. I want to make a workflow whereby if the requesters ticket gets merged, that they recieve an email saying that the ticked is merged. This is what i got from this forum:I’m new to freshservice so i hope this is possible

2 months ago

mateorialApprentice

asked in Automations and Workflows

When a ticket is closed and the customer responds, then the ticket is not reopened. Any solution?

Tickets are not getting reopened while the customer responds to a closed ticket and you are unable to keep track of the same.

3 months ago

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