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Automations and Workflows

Using Freshdesk

  • 356 Posts
  • 1,051 Replies
356 Posts
LeonLer
Apprentice
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!

106320
S
Community Debut
Vignesh Raj
Apprentice
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.

44911
S
Community Debut
L
Apprentice
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.

63719
thephotography
Community Debut
mlot
Apprentice
mlotApprentice
asked in Automations and Workflows
Bulk Update Requestor Primary and Secondary Emails

Does anyone know of an easy way to bulk update all requestor’s primary and secondary email addresses? I tried importing a CSV but every records errored out.

61
RobCrossHM
Skilled Expert
NamrataHindujaGeneva
Apprentice
NamrataHindujaGenevaApprentice
asked in Automations and Workflows
Namrata Hinduja Geneva, Switzerland (Swiss) - Add Related Tickets via API or Automation

Hi Everyone,I'm trying to find a way to add a parent ticket to an existing ticket using the Freshservice API. I initially thought it would be as simple as updating the related tickets field, but I haven’t found anything in the API documentation to confirm this.Ideally, I’d prefer to handle this through the Automator, but it doesn’t seem to support this functionality—so I’m left looking at API options.Just to clarify, I'm aware of the Create Child Ticket feature in the API, but that’s not what I need. I’m specifically trying to link a parent ticket to an existing one. Thanks!Namrata Hinduja Geneva, Switzerland (Swiss) 

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NamrataHindujaGeneva
Apprentice
Pranav Kumar Singh
Contributor
Pranav Kumar SinghContributor
asked in Automations and Workflows
Analyze the behavior of the Workflow Automators

Creating this thread on behalf of ​@Karel_Vlček ‘s behalf who raised this in the discussion:  In ​@Karel_Vlček ‘s own words -  I would like to analyze the behavior of the Workflow Automators I create. Whether they respond to events, how they behave, and why they don't work as expected. How do I view the logs?

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Pranav Kumar Singh
Contributor
M
Top Contributor
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. 

586
Daniel Söderlund
Skilled Expert
Karel_Vlček
Skilled Expert
Karel_VlčekSkilled Expert
asked in Automations and Workflows
How many Workflow Automators do you use?

We have:Event based for Tickets: 40Scheduled for Tickets: 5Event based for Tasks: 6Scheduled for Tasks: 2

170
Karel_Vlček
Skilled Expert
L
Apprentice
LaurianeApprentice
asked in Automations and Workflows
Managing access

Hi,  I would like to be able to control different access for differents clients we haveHow can I do that? For exemple, when someone from the Y company wants to creat a ticket, he should be able to choose his name in a list which will be only accessible to this company. Is it possible? Many thanks for your help Kind regards, Lauriane

776
dianapryce
Community Debut
Bonesaw
Contributor
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?

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SfrsDL
Apprentice
SfrsDLApprentice
asked in Automations and Workflows
Supervisor rule: Send email notification to requester if no response after five business days

Currently we are using a supervisor rule which sends an email notification to a requester if they do not respond after five business days, it was created using the recommended method as below;  The issue is sometimes, usually over weekends, users get caught inbetween the hours since agent responded due to it being based on Business hours.The scenario is Friday 17:00 (no longer in business hours) comes and the hours since an agent responded is at 38For the supervisor role above the conditions are met, as its between 37.8 and 38.9, therefore the automation takes action, send an email to the requester.However because we are no longer in business hours the hours since an agent responded is still at 38, and will be until Monday 09:00This results in an email reminder being sent out every hour that the rule is ran.Is there anyway to prevent this other than setting the rule to work on calendar hours? 

4507
Daniel Söderlund
Skilled Expert
Nickg
Contributor
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

2475
unknownnop221
Community Debut
RobCrossHM
Skilled Expert
RobCrossHMSkilled Expert
asked in Automations and Workflows
Agents availability changed to unavailable - not by a user

We have a repeat issue where the agents availability has been changed to unavailable, meaning tickets aren’t being assigned to them via the round robin assignment.Has anyone seen this before - the agents are adamant that they’re not changing the status themselves.

765
RobCrossHM
Skilled Expert
JoeSF
Apprentice
JoeSFApprentice
asked in Automations and Workflows
Blank Emails- Closed ticket notifications

I get blank emails when i close tickets. I went and disable the email requestor notification after ticket is closed but still getting the blank emails. Its very weird get “ticket number:735427” in the emails with a blank subject.

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eeha0120
Skilled Expert
P
Apprentice
Paul CoyneApprentice
asked in Automations and Workflows
Auto email customers when ticket status is changed

I would like the customer to be emailed if the ticket status is changed. I can achieve this if an Agent changes the status, but I can’t see an option to do this if the System changes the Status.  The System changes are limited to mail or overdue events.  

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amberinis
Community Debut
J
Apprentice
jim_20453Apprentice
posted in Automations and Workflows
Disable CC

When I reply to a customer on a ticket, I don't want it to CC my email box. Can I turn that off?

12537
Yusuf Ahmed
Community Manager
S
Apprentice
stolan2Apprentice
asked in Automations and Workflows
Fresh Service shows agent as available for auto-assign by they are actually unavailable due to idle session in portal

I’ve been working with FS support on uneven auto-assignment of tickets. An example of this is that 5 agents show as available, but the same agent was assigned to the only two tickets in the pool that were entered that day (this pool is only for classroom emergencies, so is not high volume) . This happened a couple of times.FS Support shared with me that this could be caused by the agent having a session designated as “idle” in the portal. In that case: “The agent appears active in the logs but remains inactive in the portal, which the system interprets as an idle session (Please note that this is not reflected in the logs). As a result, the agent is marked as unavailable, preventing ticket assignments to them”This means that the availability widget shows the agent as available, but they actually aren’t and there’s no way to accurately get this information. I was pretty surprised that this was intentional design.So I am looking for a way around this or a way to set up my own auto-assign

964
RobCrossHM
Skilled Expert
Rafael Vega
Apprentice
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

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R
Contributor
C
Skilled Expert
chadholtonSkilled Expert
asked in Automations and Workflows
Days Old Rule Not Working

This is getting frustrating. . . I am working on a Scheduled Workflow to send our reminder emails to the Group assigned to incident tickets that are not assigned to an agent and that are unresolved tickets and  that were created 7 days ago or older I’m getting emails fortickets that were created minutes ago some of the emails for tickets that are older than 7 days but not all we have unresolved tickets that are 70+ days old.  I’m not getting those emails.   here is the flow and the pieces.  Any help or guidance is greatly appreciated.     The execution log show that the HowOld expression was successful on older tickets but I’m not getting the emails for them. 

242
C
Skilled Expert
D
Contributor
Doug_in_Wellington_NZContributor
asked in Automations and Workflows
How to display Lists or Tables in notes created by automation

I’m trying to create automation that displays reports on users that are offboarding.All of my lists and table end up as nearly unreadable single strings.  I’ve tried using web requests that return json and scripts in PowerShell orchestration .. the result is that the results are always printed as single strings:examples:[{"Person":"dhendricks","DeviceName":"tl2612"},{"Person":"a-dhendricks","DeviceName":"tl2612"},{"Person":"dhendricks","DeviceName":"tl-5cg235073f"}]Person DeviceName ------ ---------- dhendricks tl2612 a-dhendricks tl2612 dhendricks tl-5cg235073fNever anything nice and readable, in spite of all of PowerShell’s functions, such as:Person       DeviceName   ------       ----------   dhendricks   tl2612       a-dhendricks tl2612       dhendricks   tl-5cg235073f I think something about the orchestration app or the create note node keeps removing any newlines that I put in.Does anyone know what is happening and/or how to fix it?

141
Daniel Söderlund
Skilled Expert
A
Contributor
anthony.lewisContributor
asked in Automations and Workflows
View access to groups causes problems in automations

Hello all!We have recently been trying to make some automation rules for re-opening of child tickets and have identified that if an agent only has view access to a group and adds a note then the automations doesn’t trigger as the system doesn’t seem to see them as an agent in that group. Has anyone come across anything similar and found a workaround? We don’t want to provide full access to groups for all agents which is currently our only workaround. Appreciate any feedback

336
mahendarsingh
Community Manager
L
Apprentice
LDiFrancoApprentice
asked in Automations and Workflows
Scheduled Tasks using System.Current Date run a day early

I’ve recently taken on the project to re-vamp our current offboarding process and to explore our options with Freshservice. I found the out-of-the-box scheduled workflow for adding tasks on the day of separation, however it seems to be running a day early.To be more specific, I created a test offboard request yesterday for a user to offboard tomorrow, 4/21. However, the workflow did its check this morning, and processed the offboard as if it was scheduled for today, 4/20. The condition is set as “End Date is System.Current Date”, and I’ve confirmed that both the System.Current Date and End Date are the correct values. Is there a more accurate condition I can have set up to have the task run only on the scheduled day and not a day early?

1831
josh_scott
Community Debut
C
Community Debut
crrzzyy8sCommunity Debut
asked in Automations and Workflows
Auto create ticket from contract screen

I’m looking for a way (workflow or alert) to auto create an incident or service request that's attached to the contracts > contractor feature when a contract is set to expire. 

744
Daniel Söderlund
Skilled Expert
Trava1985
Apprentice
Trava1985Apprentice
asked in Automations and Workflows
Webhook to Update Ticket after Ticket Raised

I need a little bit of help.I’m trying to create a simple automation, Ticket Raised ==> Check Condition ==> Trigger webhook to update the same raised ticket.But I can’t make it work with placeholders on the callback URL:If I fix a ticket to the url, i.e.: https://xyz.freshservice.com/api/v2/tickets/74168 it works but when I use a placeholder to use the ticket id from the first step  https://xyz.freshservice.com/api/v2/tickets/{{ticket.id}} then it fails!Not sure why, because no information is available in the log.Do I need to declare a variable form the incoming data and then put that variable in the call back url?Many thanks,   

671
Trava1985
Apprentice
M
Apprentice
Matth78Apprentice
asked in Automations and Workflows
Possibility not to send an automatic response when an agent create a ticket

Hello, I wanted to know if it will be possible in the future to have the possibility to send the automatic response only when a customer create a ticket, not an agent. Thanks !

272
M
Apprentice

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