Automations and Workflows

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 

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 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

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.

 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?

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?

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. 

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?

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 ».

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...

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?

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? 

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.

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?

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

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?

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

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

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)

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.

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?

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

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!