Automations and Workflows

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

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

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? 

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!

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

Hello, I have set up my signature following this instuction https://support.freshdesk.com/support/solutions/articles/196821-how-to-use-email-signatures-in-freshdesk- But the signature in auto-reply emails (set up in workflow > automation) does not changeI would like to change this default text “%company name% powered by Freshdesk Support Desk”which is attached in every auto-reply emails Looking forward to receiving some help here, thanks a lot!

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

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

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.

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?

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.

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?

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. 

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. 

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?  

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

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

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?

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! 

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.

We are new to Freshdesk with the basic plan, alomst 1 week old, and we were able to study and configure a lot of aspects of Freshdesk. We even got our support email within our domain, verified. Any email sent to this support ID is generating tickets in Freshdesh, but the only concern we have is that none of the notification are going out.We have set notification templates properly, but even the test email from the template is also not going out. Need help to solve this issue so that we can start enjoying this beautiful application which seems to be a helpful option for our organisation ease out the burden of managing email.

We currently have Simple SSO with our Freshdesk and are trying to migrate over to Freshwork Oauth 2.0. We setup a IDP to use with Freshwork SSO but we are getting errors, saying its invalid credentials.  Do we need to turn off the Simple SSO first before the new Freshwork Oauth2.0 will work? We know that our IDP is issuing tokens correctly when we did a test so we’re trying to pinpoint the issue.

Hello,I have this scenario:A customer has an automatic program to send us the request (servicedesk@domain.it)When I receive the request, I have an automation to handle the ticket, but I shouldn’t send email for received ticket to servicedesk@domain.it, but to other emails.How I can handle this situation and add these emails to the automations?Thanksregards

Hello all, Understand that the FD does have 3 auto ticket assignment metrology, however I'd like to to if the higher resolved ticket shall results for more incoming tickets assigned if were on round-robin? Would need more clarification on that. 

HiUsing the new Slack integration.Workflow:1. Customer sends e-mail to support e-mail2. Our support coordinator assigns Group.Expected behaviour: notification gets triggered to connected Slack channel.What really happens: no notification is sent. Notification to Slack is sent only when an agent replies to the customer from Freshdesk for the first time. From that moment onward everything works as expected.