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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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KZawodniakApprentice

asked in Automations and Workflows

Workflow Automator Add "Any" Watcher

I couldn’t find a description for this option the workflow automation solutions.For the “Add Watcher/s” interaction, the bottom option is “Any”. How does “Any” decide what agent to add as a Watcher? (I’m actually looking to set up a workflow to add any agent who responds to a ticket as a Watcher, or ideally only certain types/groups of agents, so if there’s any answers for that I’d appreciate those as well. I saw a thread from years ago that mentioned setting up a webhook, but I’m not sure what the configuration would be)

JcircuitApprentice

asked in Automations and Workflows

Field Manager - Move Field

Hi All,Is there anyway to modify the fields in the requestor portal so the text box size can be shorter? For example the Contact Number text field is way to long and takes up the entire width of the screen which is unneeded. Also, is there a way to make certain fields appear next to each other? For Example, have the priority and urgency field be side by side instead of one above or below the other.

charmarApprentice

asked in Automations and Workflows

Round Robin Group Assignment

I am looking for a way for tickets to be randomly or round robin assigned to groups.For a bit of context - we are a Helpdesk that is fully staffed by volunteers and they all take the same type of tickets. The reason for having different groups is that we are introducing supervisors who will each have their own team of volunteers and we want them to have their own groups to make it easier for them to measure their teams performance. Therefore it’d be great if tickets could be assigned to ‘team 1’ then the next one to ‘team 2’ etc. Any ideas on a solution for this?

henrikhargedahl

asked in Automations and Workflows

Copy between fields

Hi,how can I copy data from all my tickets that is stored in the default field Type to a my new field keeping the same information?Default field:New field: The reason for the copy is that we stared a few years ago using this default field but now realize that it was a mistake. We want to start using rule based sections to show fields depending on type of question and default fields cannot be moved to sections. So basically we want to take our hundreds of tickets an copy the data as is between to identical fields. RegardsHenrik

pilotechApprentice

asked in Automations and Workflows

Syncing only Azure AD users to Freshworks using Orchestration center (AzureAD app) and workflows?

At this point we want to be able to just sync our Azure AD licensed users to Freshworks so we have a reliable list of users in Freshworks. Currently ANYONE who submits a tickets becomes a requestor which we want to change to only OUR Azure users. We don’t need to change anything on the Azure AD side (yet) so just looking to pull the data in to freshworks and keep an accurate list of users and user data.Any thoughts on a workflow for this would be much appreciated.(The Azure AD connector in Orchestration center is currently working)Thanks!

Teela WheelerApprentice

asked in Automations and Workflows

Tickets moving to escalation group

Why are tickets moving to escalations? We are not marking them for this group.

MBragaTop Contributor

asked in Automations and Workflows

Split business hours

Hi everyone,is it possible split business hourseg8.30 - 12.30 // 14.00 - 18.00 instead of 8.30 - 18.00?I use blossom plan

ccassettyApprentice

asked in Automations and Workflows

Disabling closed ticket notifications for agents

When we set a ticket to Resolved, it auto closes in 48 hours. But when it closes, I get pop-ups from my mobile app (Android) telling me the system closed the ticket. How can I stop this?

PmbaltixApprentice

asked in Automations and Workflows

Waiting on user unassigns the agent field

Hi All, Question - when we set “waiting for end user” status for tickets and the user replies the ticket is lost in the Q as the agent assigned to this ticket is now unassigned. The star (add watcher) is the only way to find out that the customer replied. BUT when we get tons of emails and notifications plus a lot of activity from the agents it is very easy to miss. can we change this somehow?Thanks!

debbyhsuApprentice

asked in Automations and Workflows

How to set up auto-reply when ticket is resolved including ticket original title and URL?

Hello, I would like to set up auto-reply to requesters as soon as a ticket becomes “resolved” How do I set up auto-reply like this, including ticket’s original title and ticket URL? is Ticket URL only visible to user after user uses freshdesk account to login? Thanks

dbarasTop Contributor

asked in Automations and Workflows

Freshcaller to Freshdesk fields mapping

There is a very useful integration between Freshdesk and Freshchat were we can map the fields that we want to be transferred from chat to the ticket.Once the chat conversation is resolved and converted into a ticket, those variables are then found inside the properties of the Freshdesk ticket. Now, we would like to achieve that also in Freshcaller and be able to transfer the valuable information of the call directly into the ticket. For example: time to answer, talk time, cost, etc so the supervisor generate a report and analyze it.This should happen automatically on every ticket created via phone (outbound / inbound )Please vote if you like this feature to be implemented :)))Thanks

ChavasApprentice

asked in Automations and Workflows

Automation Race condition failure

Hello community.I have been struggling with support in order to sort out a problem about a race condition.I developed a bunch of automation rules + a serveless app to handle notifications based on a condition. The main purpose of this functionality is that once agents select mark a custom field it creates another ticket on a dummy group to handle times since this field has been marked so I can handle events based on that. From now on, this ticket is called Handler(I had to do it in that way as far as Freshdesk serverless app is not passing the Custom fields, so that is my clunky workaround)There is a hidden field which points from the main ticket to the handler ticket. Once the custom field is no longer selected, the handler ticket should be removed and the pointer from the main to the handler is removed.The problem is that the automation occurss in the next way: Therefore if you do not execute the rules in that certain order, the webhook will fail as far as the field is updated.Is any

Jean LalondeContributor

asked in Automations and Workflows

Distinguish the two types of feedback forms in Creation Automation?

Hi,Is it possible to distinguish the two types of feedback forms “Widgets” and “Feedback Form” when setting a condition on the source of a ticket in a Creation Automation?From my tests, both types are “reported via the feedback widget” and cannot be distinguished. In my use case, “Widgets” are intended for sales support (and would be tagged accordingly) and “Feedback Form” would be for existing customers.Thanks.

jason_18003Apprentice

asked in Automations and Workflows

Disable autoresponder for forwarded tickets

I have an autoresponder for tickets that are submitted directly. However, we have tickets forwarded from an email address that should not get that autoresponder. Can I disable the autoresponse for tickets that come in forwarded from that email only?

JulianeBSkilled Expert

asked in Automations and Workflows

How can I tag many tickets at once ?

Hi everyone, I am still new in Freshdesk and have been using it for the last 3 months with my team.For more efficiency, we want to be able to import our archived emails and search them easily within Freshdesk. For this, I wanted to tag some tickets that I selected from a search result.Something like :search for all tickets with the keyword « Assemblée Générale » tag all results with the tag « AG » search for all tickets with the keyword « AG » also tag all results with the tag « AG »And then, when we need to search through our old history, my agents can use this limited selection of tags as reference instead of trying to use complicated search strings. Of course, if there is a very different way to build my easy-to-search knowledge base, I am quite willing to explore these ways.I also want to use the solutions but it takes a lot of time to write them down properly and I want to gain efficiency before this.

petergromanApprentice

asked in Automations and Workflows

Automating AGED tickets

I am looking for a way to automatically cleanup aged tickets.If a ticket is older than 48 hours, and has been responded to, send an email reminder to the requestor asking for followup or the ticket will be closed. After 48 more hours and no update, mark the ticket resolvedIs there a setting or plug in that will do this?

rob_18893Apprentice

asked in Automations and Workflows

Ticket Workflow

Good Day, Trying to increase our engagement with our customers when the create a support ticket, Just wondering what some of you do for this? Currently its Ticket Created → Agent Replies → Sets ticket to Waiting on customer and in 4 days if no response the ticket is closed.

jinApprentice

asked in Automations and Workflows

Error integrating slack

When I am trying to integrate Slack on Freshdesk, there were 2 problems.the channel I want does not appear on the list. It looks like I am having the same problem as here? after adding a random channel in my slack workspace, I still get an error message just like I tried installing the slack after removing Freshdesk app from slack but still the same. Can anyone help me out on this issue.

chipcouncillApprentice

asked in Automations and Workflows

Multiple Ticket Boards

I would like to have multiple help desk boards, example general help desk board where all issues come in but would also like to have another board for escalations, another board for alerts etc. is this possible?

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

industContributor

asked in Automations and Workflows

Make Users to View Solutions Page Before Logging In

We’re still having the same problem as before which is, in brief, that freshdesk is not very well set up for small companies with limited support staff who want users to THOROUGHLY search the solutions / knowledge base FIRST before they raise a support ticket.We want to create a sequence of landing pages that the user is forced to click through BEFORE raising a support ticket.As follows:user lands on solutions home/ knowledge base clicks log in / raise a support ticket is taken to a page strongly encouraging them to search the knowledge base this page forces them to search for something, they can’t search for nothing it then gives them an option to raise a support ticketWe are just answering the same queries over and over and over again and it is wasting critical manpower as users simply ignore the hundreds of solutions we’ve created and head straight for the support ticket option.Like many small businesses, this isn’t sustainable for us.What solutions are there within Freshdesk to thi

AndreaMasApprentice

asked in Automations and Workflows

Custom Field (Company Field) in the ticket form

Hello,Is it possible create a custom field, i.e TEST in the Company Field section with a value “TEST” and make it visible in the ticket form creation in the Customer Portal?Thanks,Andrea

MBragaTop Contributor

asked in Automations and Workflows

Freshdesk - automation

Hi,this is my scenarioAll ticket will be open by email or portal or chat(from my site) i want send email to the customer.I try to use automation but i’ve some problem with email notifyIf email notify / customer notify / new ticket create is not check(not allow) the mail requester doesn’t receive email notify (i try only by email)If mail notify / customer notify / new ticket create is heck(allow), also phone ticket send email where am i wrong?

NicoTTApprentice

asked in Automations and Workflows

Automation/Time trigger without repetition

Hi! I was trying to set the time trigger to send a reminder message to the officer (action: send email to agent).However, when using time trigger, the email is sent not just one time but it repeats every 1 hour time.The effect is kind of spamming to the colleagues. Is there any option to select if the repetition is needed or can you suggest a better way to address the opportunity? Thanks for the feedback!

cdoleContributor

asked in Automations and Workflows

Sleep a ticket for a specified time

Is there a way to add a status to sleep a ticket for a specified time? I want something in addition to pending or a second pending option with a different timer.I found out ways to sleep ticket for specified days since last responded to but this isn’t sufficient for my needs. I want to be able to sleep ticket for 6 weeks from when I changed status to sleep.

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