Automations and Workflows

Hi How 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, Sarah SeatPlan.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 days Is 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?

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?

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

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?

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?

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

Is there a maximum Field Length for Subject?

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!

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 field it is available for use in the automation rules for ticket creation But it does not appear in the list of trigger events

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?

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!

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??

Hi all Is 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