Automations and Workflows

I have created automatic responses that get  triggered under certain conditions.I was expecting to see them directly on Freshdesk, on the ticket that triggered the automation.However, the response is never visible on Freshdesk. Only on the requester email inbox.This way  I have no way to know which ticket has been responded with an automatic reply and which isn’t.Any way to fix  this?

Hi all,I am facing a challenge, for which I did not find a solution yet. The situation is as follows:We automatically send out an e-mail with a pdf from our internal system to a customer (no bulk e-mails). If a customer wished to react, I would like to have a link in our e-mail, that redirects to a partly-prefilled ticket creator where the customer must fill in certain fields and add attachments. Finally, I would like to view my automatic system e-mail linked to the customer reply, since I need the pdf on answering the ticket. I have thought of many solutions, but haven't found one that might actually work. Who can help me with a solution?Thanks!

Hi,I have created multiple forms in the portal based and with FreshDesk default functionality these forms are available as drop-down in the portal.So my question is, instead of form drop-down can I have these form represented in any other visual representations (example each form as Buttons or Labels instead of Drop-Down Option) ?Please adviceThanks, 

Hi All,Hope y’all doing good!I’m facing an issue regarding routing automation custom app in which the call should get connected to the respective routing action depending on the response sent by the app.Application is sending different responses based on the caller. I noticed the call is getting connected to the appropriate call queue  in which i have set the response as “Geekfactory” But, When application sends the response as “invalid” in the routing flow which routes the call to the global agents queue but instead of routing the call to the global queue the routing flow breaks and the call gets disconnected instantly.Attaching the screenshot below,   

Hello,I use an automation script in freshdesk to publish some tickets info to a web service.Everything works fine {{ticket.id}}, {{ticket.subject}}… are transfered via JSON webhook like this : But, now, I try to transfert {{ticket.public_url}} variable to this webhook but this info is not in the choice list.Maybe I can use “advanced” JSON but I don’t know how is the synthax to put these variables into “even/freshdesk_webhook” part of the JSON structure…I think the best way is that Freshdesk development team adds this item in the choice list :Could you please help me ?  

Hello,At the moment the Reply is Sent rule will trigger whenever a response is created on a thread, even if that response came from a CC email and not the original requester.This is very confusing as the system will trigger “customer responded” on the ticket, even though it was actually the CC’d contact that responded.Has anyone figured out a way to have Freshdesk differentiate between these two?

I have it set that the subject is not required for the agent or the customer, yet the system insiststs that the agent enter a subject.  How do I make this stop?   

Hi,I'm trying to setup an automation rule so that when a customer replies to a closed ticket that’s got a specific tag (the ticket gets the specific tag when 7 days have passed since it was closed), that instead of reopening that same ticket, the last public comment is used to create a new ticket via a webhook.However, I have a automation rule that ranks third in the ticket updates order stating that “When an action performed by Requester When Reply is Sent If Status is not Open AND If Status is not Need to check Set Status as Open” (we would like to keep this rule for tickets that have been closed prior to the 7 days mark).I don’t have coding background but nevertheless I took the challenge head on. I am not sure why the thrid rule gets executed first when the first rule is the webhook one as per my screengrab.  

I have an automation that adds an ‘inbox’ tag to all messages and notes where I am the owner of the ticket or when a ticket is assigned to me. I would like to add another automation to remove that tag when I respond or add a note to the ticket. I am doing this to simulate an email inbox since the only activity view (that I know of) is the dropdown at the top of the screen that is incomplete and not very user friendly. 

Hello I would like to ask when someone is added as watcher he/she does not receive a notification from the system. Is there a way to add maybe a rule or other solution to be notified the assigned watcher (not with email)? Thank you

Hello,We have a lot of customer that do not want to be bothered by emails when we create a ticket. Still, we need to keep track of the customer requesting the service / ticket.We would like to have a modifiable company field on ticket, but this is not possible apparently.A typical workflow on our side is:a customer calls sales to add something to their subscription the sales guy create a freshdesk ticket to manage additional delivery and so on the customer will follow up with the sales guy through phoneIn this workflow the ticket requester is our sales guy and we have no idea (except in the ticket description) for which this ticket is for, because there is no "Company" or "Customer" field we could manually set up.Any idea to improve this workflow ?thanks

Title says it all. Is there any way to identify in an automation rule which widget the newly created ticket comes from and to react accordingly ?Thanks, David

Hello,how are you?I would like be able to route Whatsapp tickets to different groups based on different numbers through automations.  Example I have 2 whatsapp numers in frshdesk support, I would like that every single ticket created in number 1111111111111 to be assigned to group #1 and every single ticket created in the number 222222222222222 to be assigned to group #2.  

HiHow do I set up a automated time trigger rule to close ticket that had no movement on them for >60 days.It seems any ticket that had no movement on them for longer than 30 days is not being considered for and of the timed automation rules.Note: I am aware of a app like bulk update light. I am looking for a fully automated solution that I can set up and leave to run.Thanks 

hey guys,  i wanna ask,are there any shortcut for me to choose a scenario like 1 2 3 without click on it and can i setup a quick reply for the customer in the scenario too?

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)   

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! 

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 ?

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!

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?

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

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.  

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? 

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.?

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?