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Using Freshdesk

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352 Posts
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
posted in Automations and Workflows
Joining link >>>>> Getting the most out of Freshdesk automations !!

Hey everyone,We’re kicking off Freshdesk Automations – Ask the Expert Session shortly.Haven’t registered yet? Do it now and save your spot:   Need help getting in? Please login using the below link. https://freshworks.zoom.us/webinar/register/WN_ibpa1PiwT3CWYjzY695Tyw If you are unable to join, please ping me here on the comments, I should be able to help you!

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Kamakshi V
Community Manager
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Contributor
bellsContributor
asked in Automations and Workflows
Auto approving service request tickets in a workflow

I am in the process of creating a workflow which is based on a condition similar to the below.    If it is YES, it sends an approval mail to an approver and if it is NO, I want it to automatically set the Approval status to Approved.    I am able to create the action to send the approval email when it is YES but I have not able to find a way for automatically setting the Approval status to Approved using Expression Builder or another way. Can you ideas? Workarounds?

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Contributor
Andriana0406Contributor
posted in Automations and Workflows
The automation rule does not reopen a ticket if the note added is not from the requester.

We have cases that approval is required from customer’s department that has not initiated the ticket , therefore is not the requestor of the ticket.The automation rules have the option only if the requestor replies or adds a public / private note. There fore we missed a customer’s approval.  

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Apprentice
Cassidy.TaylorApprentice
asked in Automations and Workflows
Using two different API calls

Hello,I am creating a workflow that will onboard/offboard our IT contractors. The profile creation and AD group assignment is happening through a Sailpoint automation. Therefore, SailPoint API is called when the workflow determines it’s a onboarding request. In addition to the profile creation, there are two applications the contractor may need access to; application A and application B. If both applications are needed, the workflow uses Fresh PAT to create one ticket for Team A (to complete application A setup), and a separate ticket for Team B (to complete application B setup). The issue is, Freshservice support told me I can only use 1 type of API call per workflow and it must be consistent across all nodes;therefore I cannot utilize both the FreshService PAT and SailPoint API. Has anyone run into this issue before? This seems like an odd limitation I’d like to workaround. The SailPoint API is already struggling and failing to keep up with the volume of requests and I’d rather avoid

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Contributor
tinak
Apprentice
tinakApprentice
asked in Automations and Workflows
Clearing a field in a workflow

I have a scheduled workflow that checks if it is the “hold until date” (custom date field), and if it is, moves the ticket from hold or pending to open for review. As part of the workflow action, I would like to also reset the “hold until date” to a blank value. Is there a way to do this from the workflow action, or do I need to use a webhook? One thought I had was to use an expression node to produce a null date, then set the date field to the output of that expression, but I couldn’t get a formula to pass validation.

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tinak
Apprentice
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Apprentice
christian.gApprentice
asked in Automations and Workflows
Filter based on Form it was created at

HiOn my portal i have 2 different forms for my customers, creating different types of tickets. Now i would love to set up a filter for my agents to only see tickets that are created in a specific form. If you view the details of a ticket, there is the information about the os, the form,… but i cant find a way to use this as a filter. Reason i need this:I need to have asome kind of identification on my tickets that are unique based on what kind ot ticket they are are not changeable by anyone after creationif there is another way help would be appreciated, thanksChristian

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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

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Apprentice
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

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Apprentice
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Apprentice
diego_20555Apprentice
posted in Automations and Workflows
Automatic reply to Knowledge Base/FAQ based on keywords

Straight to the point.Example > Customer sends an email with description:"Hi, I'm not able to login into my account"An automatic reply will send them an email with a link to our KB/FAQ based on keywords used in that email (in bold)"Hi, it looks like you are having problem to login into your account.Please check the following article in our KB/FAQ to save time and avoid waiting too much time KB > how to reset your passwordKB > how to setup a new passwordKB > why I can't access to my account"Is there an app in the Marketplace or anything in Freshdesk that can do something like this?Thanks for your help. 

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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. 

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Robin Bachofner
Community Debut
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Apprentice
mat_ida_dkApprentice
asked in Automations and Workflows
Missing notifications when an Agent of FreshDesk is a Requester on a case

We are experiences issues with notifications on Incident cases where a Requester is also an Agent in FreshDesk.The Requester (Agent) updates a case with a public Note or answers an email notification from the case, however the other Agent assigned the case is not consistently receiving an email notification that the case has been updated with an answer. In some cases this works, in others it does not.I can see others have had similiar issues:I am not getting email notifications when a note is added by another agent | Freshworks CommunityPrivate Note Notifications missing for agent | Freshworks Community2 or more agents working on same ticket, Problem with notification when adding notes | Freshworks CommunityIs there a solution for this? A workaround? Perhaps a workflow that can be created?Thanks,Matthew 

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Apprentice
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!

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Contributor
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.

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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.

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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.

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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
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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. 

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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

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Karel_Vlček
Skilled Expert
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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

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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? 

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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

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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.

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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

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