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Automations and Workflows

Using Freshdesk

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353 Posts
illysha
Apprentice
illyshaApprentice
posted in Automations and Workflows
Workflow Action

In workflow when a status is selected then in actions, a email generation to 3rd party is not available, Example, when status is escalation then action option to send an email out ( to service provider/ product vendor)   

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Contributor
reymonContributor
asked in Automations and Workflows
Forward last public comment from child to parent ticket with "real" attachments

Hello @all,i would need some help with an automation rule that forwards the last public comment (or reply) with real attachments, if any, from a child ticket to a parent ticket.I got it to work but what i have problems with are the attachments. If i use {{ticket.last_public_comment}} as a placeholder i get the last comment and links to the attachments if there were any. If i add {{ticket.attachments}} nothing changes. This placeholder seems to do nothing.Isn´t there a way that i get real attachments forwarded? Is there another placeholder that i don´t know of? This is  what i have so far: Thanks for your help! 

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Contributor
JulianeB
Skilled Expert
JulianeBSkilled Expert
asked in Automations and Workflows
Duplicate tickets when the customer use both addresses

Hello to all, In our company, we have several teams who can answer customer issues. Today, only my team uses Freshdesk but we want to have 2 other teams to come too.For this I added the two other email addresses in Freshdesk to start getting ready, so that I have :support@our_mail conseil@our_mail coprolib@our_mail My issue is that when a customer send an email to several of these addresses, it creates 2 tickets instead of one even if one was the direct recipient and the other only a CC. Is there a way to avoir creating two tickets ? Or to merge them ? As a bonus, we sometimes get messages from customers not directly addressed to us but as CC. I would still want to get them but, as we are not directly involved, I would like to be able to tag them (either with a tag, or a spectial status). Can I detect this in the automation ?

6743
Juliana Rozario
Community Debut
Lex.Conex
Apprentice
Lex.ConexApprentice
asked in Automations and Workflows
Freshdesk - Ticket workflow automation (ticket number in subject or body of new incoming message)

In big need of help with an idea on how to add, as a note, a new ticket, if that thicket has an existing one’s number in it’s subject, or body.Ex: I have an ongoing issue, in discussion with a customer and his ticket number is 12345. He sends a new message in which he mentions “ticket 12345” in the subject or body of the message, but that only creates a new ticket which i need to merge with the old one… It’s tiresome and wastes a lot of time...Can this new message be added as a note to my existing ticket?Could these notes be made out to different agents? Maybe set some automation rules?I can’t find anything on this subject, so I’m really looking forward to some help on this issue.Thank you!

12995
Juliana Rozario
Community Debut
foxcubmama
Skilled Expert
foxcubmamaSkilled Expert
asked in Automations and Workflows
Automations on Spilt Tickets

Hello!I am coming up empty on this one. We have an automation set up to send a response when a new ticket is created.We also have an automation set up to send a response when a customer responds to an existing ticket. If a customer responds to an existing ticket and that response is split onto a new ticket they get two auto responses. how to stop the auto response on a split ticket?

1081
Juliana Rozario
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Apprentice
SC123Apprentice
asked in Automations and Workflows
Out of Office Not Working

Hi All, We have set up an automation like so to email customers who get in touch outside of business hours: But it is not sending. Is there anything else that needs to be done for these emails to be sent to the requester? Many thanks, SarahSeatPlan.com

981
Juliana Rozario
Community Debut
K
Apprentice
KingApprentice
asked in Automations and Workflows
Pending

Hello,   Does anyone know how i can put a clock on tickets that have been set to pending.  I would like the ability to put a ticket on pending 9lets say cos a user has gone on holiday) but then set the time and date for when this ticket will come off pending and let the agent know.  i cannot see anything for this.  

2703
Pooja Bernice
Community Debut
S
Apprentice
srizkallaApprentice
asked in Automations and Workflows
Automatic Ticket Closure

Hi. Can’t seem to figure out a way to set tickets to automatically close after a period of time. What we’d like to actually do is the following. If we set a ticket to “Resolved”, we’d like the ticket to auto-close in 7 daysIs this possible? I am close with the workflow automator but I fall short with a timing function. Thoughts? 

1941
Pooja Bernice
Community Debut
akashp
Contributor
akashpContributor
asked in Automations and Workflows
Automation didnt work

We have a freshdesk account (free, not paid) and we have configured automation there. The rule is if a ticket is created from any of the domains, move them to this group and send an email to members of that group. But I have tested multiple times, and its not working. Even I dont see any rule that got activated when a ticket is received, from ticket activities tab. Can someone please help on this.?

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mrenaud
Skilled Expert
A
Apprentice
anylenApprentice
asked in Automations and Workflows
Using the requestors mobile phone number {{ticket.requester.mobile}} as a placeholder in an automation?

I want to use the mobile phone number {{ticket.requester.mobile}} as a placeholder in an WFA webhook call, but this seems not to be available, only {{ticket.requester.phone}}. Seems to be available in Freshdesk. Anyone here with any luck using requestors mobile number in a WFA or can confirm that this is not possible? 

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A
Apprentice
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Apprentice
bladesedgeApprentice
asked in Automations and Workflows
Workflow Automator - Claim but not Disclaimer?

I want to be able to move any new tickets with the word ‘claim’ to another queue, but because many email signatures/footers have ‘disclaimer’ in it, its moving all those tickets to the queue.  Is there a way to include claim but not disclaimer?

951
Juliana Rozario
Community Debut
Grymes
Apprentice
GrymesApprentice
asked in Automations and Workflows
Dynamic ticket help

Hey guys Not new to freshdesk but new to this “look” of freshdesk. I am currently considering resubscribing however I have hit of a bit of a snag, Here is what I am looking to accomplish. Customer chooses from a certain dropdown option, that would then populate more fields / change the options entirely to either choose or type information into From what im seeing it isnt very straight forward either that or my ability to comprehend dynamic tickets is sub par haha Thanks in advance guys

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Pooja Bernice
Community Debut
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Apprentice
ops-sapporoApprentice
asked in Automations and Workflows
Error when editing an automation rule

Hi,I got an error “Check the rule configuration” when trying to edit “start_date” and “due_date” in an automation rule that already exists and has been edited hundreds of times.It started on 8th April, 2022.Prior to that, I have been editing the rule every morning and I’ve never got this error.Can anyone tell what is going on?

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O
Apprentice
Masupha
Apprentice
MasuphaApprentice
asked in Automations and Workflows
WhatsApp Tickets

Good Day We have integrated our WhatsApp with Freshdesk, we plan to integrate 4 more numbers to allow my team to support clients. The challenge with this new integration is that we cannot setup automation rules to assign the chats from a specific number to a group in Freshdesk, all messages come through and remine unassigned, this is frustrating, since most of the tickets will be missed.  Is there no way we can setup the automation like we do when we add an email in Freshdesk?

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Apprentice
ralfApprentice
asked in Automations and Workflows
Can I force an agent to prioritize older tickets?

Hi, I have this odd scenario where one of our customer service agents consistently favors addressing newer tickets over older ones, and I’ve been racking my brain over how to force him to resolve older tickets first.This person is the son of the CEO, who I cannot get to care about this. Countless attempts to change this behavior have proven fruitless, so I’m looking for a way within Freshdesk that would force this outright.Is there any way to set up automation, or something else, that would make it impossible to resolve a newer ticket until an older ticket, or one with higher priority, has been resolved first? Am at my wit’s end. Thank you

1013
niveditalakraa
Community Debut
brian.mann
Apprentice
brian.mannApprentice
asked in Automations and Workflows
Subject Field Length?

Is there a maximum Field Length for Subject?

7811
niveditalakraa
Community Debut
alyssia.correa
Community Manager
alyssia.correaCommunity Manager
published in Automations and Workflows
#TipsTuesday : Ticketing Workflow#TipsTuesday

Hi everyone !We're hoping you're having a good start to the week. Last week we launched #TipsTuesdays - your weekly dose of Freshdesk tips and tricks! In our second edition, we're continuing with the 'Ticketing Workflow' tips which you can find below:  We'd love to hear back if you were able to implement any of these tips. Please do share any cool hacks that you may use which I'm sure the community would would benefit from. We'd also love to hear if there's any specific topic you would like for our teams to address! 

2080
alyssia.correa
Community Manager
SKrutsch
Apprentice
SKrutschApprentice
asked in Automations and Workflows
More Dynamic Ticket Fields

We are looking for a new request ticket platform and love Freshdesk but the inability to create more dynamic ticket fields is a deal breaker for us. I want to make sure I’m not missing anything.I want the user to choose a Request type - Marketing, Systems, or People. This I can accomplish by adding a section to the Type Field. (This seems to Max out at 3 which may be an issue in the future). Once they Choose Marketing Then they would choose a request category (ie, Graphic design, Signage needed, social media post). Then based on the request category it would display a bunch of ending questions to get the details for that request. So if they choose Signage Needed then it would ask due date, dimensions, photo of the location, material etc. I am not finding a way to get past just that 2nd level of logic so before I scrap the idea of using Freshdesk I just want to make sure I’m not missing something and this is possible.Thanks in advance for any input!

2833
Keer
Community Debut
LorneH
Contributor
LorneHContributor
asked in Automations and Workflows
Automation triggers for ticket updates not showing all custom fields

In the FreshDesk automations for ticket update you can set triggers based on many fields being changed. Some of the fields eligible to be used in the trigger include custom fields but not all custom fields are included, what determines if a custom field can be used in the ticket update automation rules?In this case ‘Order’ is a text based non-conditional fieldit is available for use in the automation rules for ticket creation  But it does not appear in the list of trigger events 

3362
LorneH
Contributor
jdaniele
Apprentice
jdanieleApprentice
asked in Automations and Workflows
Anyone else not receiving agent email notifications on Notes?

We have noticed that we stopped receiving agent email notifications on any (private or public) notes added to tickets. Researching our email account, we have found the last sent message out of the email account was in May of last year (Subject “Note Added” corresponding to the email template for notifications)We have a ticket open with Freshdesk support but all we keep hearing is that they have cleared the “block” and “nothing is showing in the logs”. Sorry, but it seems to me that this function seems to be broken as part of one of the updates or upgrades pushed as part of the software and no one from Fresh wants to research in depth of take responsibility for.We have found this to be very productive for agent use and communication and would like to see this fixed or resolved.Has anyone else seen this behavior within their Freshdesk instance? 

2742
Keer
Community Debut
I
Top Contributor
Ivan_CROTop Contributor
asked in Automations and Workflows
New ticket email notification

Hello, We are using the Freshdesk Support desk for quite some time and today we noticed that we aren’t receiving the New Ticket created email notification.It was working until today, I checked the settings, it is turned on and agents are added.We’re getting the Requester replyed to ticket notification and can reply to tickets normal.Is there something we can check, how do we correct this? Thank You!

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A
Skilled Expert
foxcubmama
Skilled Expert
foxcubmamaSkilled Expert
asked in Automations and Workflows
Ticket Update Automation - auto close?

Hello!  I am attempting to run an automation and it is not working the way I need it to!! Here is what I’m trying to do  And all things work – EXCEPT the ticket doesn’t close – it stays in open status.I need the tag “BATCH COMPLETE” tag to be added, then the ticket closed. This automation triggers off of a public note that is added by an agent from a batch emailing – we are trying to automatically close these tickets once the batch emailing has been completed. Can you assist??

6097
foxcubmama
Skilled Expert
PaulM
Apprentice
PaulMApprentice
asked in Automations and Workflows
Notify Group when Requestor Replies

Hi allIs there a way to notify the whole assigned Group when a Requestor Responds on a Ticket?I know that if a Ticket has a assigned Agent, there is a standard notification available to enable to send the agent a notification.I want to send the whole Group a notification on Replies.Many thanks,Paul

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vinothkumar.manoharan
Skilled Expert
Siaw
Apprentice
SiawApprentice
asked in Automations and Workflows
Email Notifications

Hi, can I ask a question about email notification functionality. Is it possible to add multiple specific emails to be notified when a specific issue is tagged or filtered? So for example...All queries tagged 'England' upon submission should automatically be sent to 'england@freshdesk.com and england32?@freshdesk.com.

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vinothkumar.manoharan
Skilled Expert
vinothkumar.manoharan
Skilled Expert
vinothkumar.manoharanSkilled Expert
asked in Automations and Workflows
Need to set up BCC Email for all Communications based on Ticket conditions

 Need to know the possibility to send all outbound emails (automated as well as agent replies) with one of the email Id in BCC. This email Id could be different from the “From“ email Id with which the replies are sent. Need to selectively apply for tickets which satisfy a set of criteria like if product = xyz OR Issue category=abc etc. Possible?

6141
Keer
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