Automations and Workflows

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 calls In 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?

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

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-ass

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.

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

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 for tickets 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.

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-5cg235073f Never 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?

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

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?

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.

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 38 For 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 09:00 This 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?

Hello, I have set up the status page. Everything is OK. I would like to automatically add an announcement to the portal when I publish an incident on the Status page. I tried to automate this but couldn't find a suitable trigger. Can you help me ? Thanks.

Hello, I am attempting to setup an automation in the asset module that updates the current location of a unit based off the IP address reported by the asset agent. The IP address field is parsed as a string initially, and I am performing an operation to extract the third octet. In my environment, every 10 digits in the third octet is a different location, so if I can determine the third octet is within the range of a site, I can assign the current location of the device. How can I convert a string type to a number type, for the purposes of performing logical operations within the workflow orchestrator? With the current logic I have built out, I am extracting the third octet of the IP address which gives me a 1-3 digit string, I need to be able to perform less-than operations on that string to determine the location to update the asset. How can I do that? Currently, the program rejects that as the result of that expression builder block is a string. Thank you

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?

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,

I'm trying to create an expression in the Expression Automator to compare a date in {{E1.result}} with the current date and time. Specifically, I want to compare it to now in the Asia/Kolkata timezone and also add 1 day to the current time in that timezone. However, I’m running into a few issues: I can't seem to specify the timezone Asia/Kolkata directly in the now() function. I'm also unsure of how to add a time interval (like +1) to now()

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 !

We are wanting to add a approval process to our tickets. how do we add the users managers to be able to approve any request?

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.

We have 2 different departments using freshdesk. We do this by making them 2 different groups, each with a different email address to create the tickets. Staff in each group only see their own, and a few staff who are in both see both, it is super handy and we love it! Unfortunately, we can only set one requestor notification for our account. Is the recommendation to simply use Automations and make one that gets triggered when one group gets an email, and make a different one when another group gets an email?

Hi…we’re looking to use Freshdesk as a Contract Development workflow, and I was wondering if it was possible to have multiple levels…currently we have 7 or so agents on the Growth Plan, and I was wondering if it might be possible to add 3 agents to a Pro plan. Reason for this scenario, is we’d like to have the ability to have “Parent - child tickets” which I see are only available on Pro as well as Article Versioning. I was thinking we’d establish “groups”. 1 for our current IT helpdesk group and 1 for the Contract group. Or is it more practical to have two completely separate sites, with different plan levels? Any insight you have on this would be helpful. Do you have any clients that are using Freshdesk in this way?

Hi, This is what I am trying to do. Sometimes, some tickets we receive are for another service who doesn’t need to use Freshdesk. I would like to be able to : close the tickets (actually, use a « forwarded » status I created) change the group (so that the other service can have a notification in their Slack canal) forward the ticket to their generic mail address With the scenario feature, I was able to change the status and the group but I don’t find how I can transfer the email automatically. Is this possible ? Should I use another functionnality ?

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?

Hi! I know how to create new scenarios; I want to know if you can use existing scenarios to create brand new tickets from scratch.

Hi there, once a ticket's status is no longer on 'open' (SLA timer off), you can't see the resolution date. So meaning if I put it on pending (SLA timer off) and a few days passed, it might be overdue, but I can't see it. You have to open the ticket again to see and change the resolution date. Is there a way to see and change it while the ticket is NOT on the 'open' status?