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Using Freshdesk
Automations and Workflows

Automations and Workflows

Using Freshdesk

340 Posts
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340 Posts

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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

brian.mannApprentice

asked in Automations and Workflows

Subject Field Length?

Is there a maximum Field Length for Subject?

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!

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!

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

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?

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!

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??

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

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.

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?

DealsFinders.blogApprentice

asked in Automations and Workflows

how do i clean up old ticket with resolved status in freshdesk (more than 30 days old) ?

we have thousdands of tickets with open status in freshdesk and we tried to create some time trigger automation but it clean up only last 30 days tickets. I would like to resolve or close inactive tickets. how can do that with automation now and in future?

mcperr3Apprentice

asked in Automations and Workflows

Requester Department

I would like to be able to sort my tickets by requester department (e.g., sales, production, packaging, etc) either via a custom ticket field or a custom customer field. I also don’t want to require the requester to have to set their own department when submitting a ticket via the portal. I want that to happen automatically somehow.Am I able to set up requester groups to enable this sort of functionality or how would I accomplish this? What I’ve done so far is created a custom ticket field of “department” and created a few automations to automatically apply a department to incoming tickets depending on the requester email address but that will be difficult to manage in the long term.

HaykynApprentice

asked in Automations and Workflows

Auto reply not working on some rules

We have created 20 auto reply rules for 20 separate client support emails. The rules are identical and were originally cloned. 8 of the 20 auto reply rules don’t send the response. We tried deleting them and recreating them to be safe but still these same 8 auto reply rules don’t send. We’ve checked other rules and there is nothing that looks like it would conflict with the auto reply rules. Any suggestions on how to trouble shoot more?

JulianeBSkilled Expert

asked in Automations and Workflows

How can I take agent holiday into account

Hello all, I have today several automatic action to allocate tickets to specific agents.Would it be possible to suspend the automatic allocations when my agent is not here (in holiday or sick) so that another agent can manage his tickets ?I’m ready to use complex roundabouts if afterwards we only have to say « Christophe is away starting today » and « Christophe is back ».

rhea.desouzaCommunity Manager

published in Automations and Workflows

Does technology play a big role in customer service?Blog

#DidYouKnow - 65% of customer leaders worldwide are embracing remote or hybrid operating models that accommodate work-from-home as well as working from office as they move forward.As customer experience becomes the difference between keeping or losing customers, companies are increasingly turning to technology to create great customer experience. New technology solutions can help customer service teams automate support processes, focus on creating memorable experiences, and at the same time, help more customers solve simple problems on their own. Read more.With this change, we're witnessing the rise of a new brand of customer service that's centered around agility.What do you think about the role of technology in customer service?

ChrisVizlibContributor

asked in Automations and Workflows

Ability to remove CSATs received but no correctly done (or to get the customer to modify it)

Basically be able to remove or get the customer to edit it, if for example they chose red instead of green, they filled on the wrong ticket for a ticket still open etc...

JeremyWApprentice

asked in Automations and Workflows

Bulk Email replies update same ticket

We have been using FreshDesk for about a month now for our internal helpdesk. We have emails forwarding from our helpdesk account to FreshDesk to create tickets. The default automation to reopen a ticket is enabled if a requester replies but this is the problem we are having. We sent out an email to all users this morning. user A replied to the email and it created a ticket in Freshdesk. We closed the ticket and then later today, user B replied to the email and instead of creating a new ticket for that user, it added her reply to user A’s ticket. Even though the subject is the same, the requester is different and should be a separate ticket. Is there something we can change so new tickets are created for each requester if they reply to one of our emails?

Jay ThomasApprentice

asked in Automations and Workflows

Group agents not notified of a CC's comments

Scenario: Someone creates a ticket and CC’s another. Problem: If/when the CC adds a comment before the ticket is assigned, NO ONE is notified of that comment.I’m told this isn’t a bug but expected behavior. If comment updates are one of the top reasons to send notifications, how is this still expected behavior?

yousryApprentice

asked in Automations and Workflows

Every response SLA

We’re using freshdesk as ticketing system within teams. Care function and supporting function. I’m looking to get an SLA of every response for my team (care function) and another SLA for every response for each supporting function.

Grigor06Apprentice

asked in Automations and Workflows

Hide ticket field based on custom field from contact

Hi, I have added custom checkbox to my Contacts and I want to hide my custom drodpown box based on value of that checkbox. I don’t know how to access custom fields of contact on new ticket page with liquid. I found one solution saying that I’m able to get custom fields like this “portal.user.cf_nameOfYourCustomFields” but its empty. Here is a snippet of my codejQuery(document).ready(function(){{% if portal.user.cf_ukryj == false %}jQuery('#helpdesk_ticket_custom_field_cf_umwm_2175734').hide();{% endif %}});Any suggestions how to do that?

shimiTop Contributor

asked in Automations and Workflows

Freshdesk Email Notifications

Hi,I’m trying to setup a “Requestor Notification/ New Ticket Created” however I notice that if the requestor has set an out of office reply, then that creates a new ticket again in freshdesk, so they’ll get another email acknowledging that a ticket has been created.How do i get around this issue - filtering out “out of office replies” to not create tickets and just be deleted. Thanks.Shamila

sarahmContributor

asked in Automations and Workflows

Agent fields and Zapier

Does anyone know why none of the agent data is available when try to create a zap? Is this a flaw or do I need to create some kind of webhook?

jmcmorApprentice

asked in Automations and Workflows

Is There a way to send an agent notification email when someone new signs up via the portal?

Is There a way to send an agent notification email when someone new signs up via the portal?

kimmacintyreApprentice

asked in Automations and Workflows

Email Notifications

Greetings, I am an agent an have all my notifications turned on. I am not receiving an email notification when a user responds/updates their ticket. Does anyone know why this may be happening?Any direction would be appreciated. Kim

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