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I have two created two automation below:

  1. When a ticket is created, a generic automated email ‘with few FAQ’s which will address the customer concern’ is set to roll out - This one is working perfectly fine. 
  2. Business hours - During non-business hour to let the customer know about the working schedule, I have set an automation - This particular automation is not executing.   
  3. Holiday - This particular automation too, is not executing. 

Hi @Krishozky 

 

Greetings from Freshworks Community! 

 

We understand that the Automations which you have setup is not being executed as expected. In order to troubleshoot this issue further, kindly DM the following information:

  1. Your Freshdesk Account URL. 
  2. The automation Rule ID that will be available at the address bar in this format - yourdomainname.freshdesk.com/a/admin/automations/ticket_creation/Automation rule _ID/edit.
  3. The backend ticket IDs of the tickets in which the Automations did not execute. Reference: https://share.vidyard.com/watch/c9uBTgCyXpiXojFAkWFW4t

Looking forward to your response. 

Hi Jim,

Below would be the information.

  1. https://companystoreassist.freshdesk.com/
  1. https://companystoreassist.freshdesk.com/a/admin/automations/ticket_creation/47000660803/edit
  2. 47190284533

Have a great day ahead!
Krishozky

Hi @Krishozky Thank you for the information. 

 

We have a created a ticket for this issue of yours and you should receive an email soon to your email address: krishna.r@companystore.io. Check your ticket status - https://support.freshdesk.com/support/tickets/12673876 

 

I hope this helps. 

I have these same questions on how to create an automated email notification to the requester for:

  1. Business hours - During non-business hour to let the customer know about the working schedule for an existing ticket.   
  2. Holiday - If a customer responds to an existing ticket, let them know about the holiday (company is closed) in an automated response.

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