Automations and Workflows

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.

Someone know’s how the “if” clause works with the mailbot?…Im trying to display different kind of footer depending on the request mail, i couldn’t fin any forum or related docs about it, can someone tell me how to beat it?…ex:{% if ticket.portal_url == "hi@example.com"% } show footer A{% end if % }Thanks in advance

I’ve created a Freshdesk rule that sends a reminder to the requester after 72 working hours if the status is Pending - it also sets the status to a custom one.I’d like to create a further rule which then sets the ticket to closed if a response is not received after another 72 working hours. However, the “hours since...” conditions don’t seem to include the custom statuses I’ve made.Am I doing this right or is there a better way of achieving this?

Hello.Have anybody tried creating a working Automation Rule in Freshdesk using Webhook Discord?When I tried to use the Discord webhook link, it’s not sending anything to my discord text channel.However, I found a work around on this. I created a webhook in https://pipedream.com/ and connected it to my Discord webhook.I then used the webhook generated from pipedream on my Freshdesk Automation rule and it works.I was just wondering if there are any easier way to do this. Thanks.

I have a problem with my automation rules.When a ticket is created from FRESHCHAT to FRESHDESK my rules are not being triggered.When a ticket is created from FRESHDESK itself, the rules are working normally.

Hi all,We have 30 groups of agents which handle tickets for their customers. Depending on the mail address (FROM) the mails should be routed into these groups. In total we have 2250 mailaddresses. On average that's 80 mailaddresses per group. The domain name of the mailaddress can be the same as a group is one location / establishment of a company.What would be the most efficient way to configure the above routing in Freshdesk?We were thinking of using automation rules, but the mailaddresses in these rules need to be entered one by one according to Freshdesk support. Anyone figure out a way to do this more efficient? Can an API be used to add the mailaddresses? Do we have some other way to route the mailaddresses into the right group so the agents can handle the mails?Regards,Nika.

I created a very simple rule to send the email that the ticket was resolved one hour after the ticket was resolved. Alas, it doesn’t send the email. What am I missing here? I disabled the email notification first. The reason we want to do that is that some of our customers have reported receiving the “resolved” email before the agent’s reply. So, we want to be sure they get the agent’s reply before we notify them of the ticket’s resolution.Here is the rule (i can see # of tickets impacted by it):If Status is ResolvedANDIf Hour Since Resolved is 1Send Email to RequesterPS I’m working in our sandbox at the moment.

I would like to automaticall merge all  new tickets into 1 based on customer email. If he sends a new email or opens a new ticket,  it should be merged under his old ticket.

Hello community We are testing out our CSAT survey and after answering the CSAT survey questionnaire in email we are getting redirected to a page which has “{"code":"internal_error","message":"We're sorry, but something went wrong."}”.  We went to the portal and tried to configure the “Thank you” page however I don’t see that as one of the listed portal pages nor does it give an option to create a new Thank you page.  Any suggestions? Thanks Arvin

Everything is important in customer satisfaction but tell me whats is the most important in all of those

We are looking for a solution that will do the following:1) When a brain injury survivor submits a question, it will be routed to a group of professionals by region, for example, speech pathologists in Georgia, or Physiotherapists in Oregon.2) We already have a website with a very sophisticated forum that we have invested for years. We would like to hide both the forum and solution on the portal;3) Our budget is very small but there is a large number of professionals who would like to sign up to function as agents. If we upgrade to Blossom, does it mean the monthly payment will apply to every agent? That is going to be way more than what we can afford.4) Will all survivors submitting a question be able to receive answers and interact with the helpdesk with their email?5) How can we integrate with our main site which is built in WordPress. We spent years building our main site.6) How does the SSO work? We have a multisite network with subsides dedicated to different regions and professi

 Hello,is it possible that a customer can delete a Ticket by himself?We use our freshdesk for internal IT support and if there is a user that created the ticket by fault or if the problem is gone, it would be great if the customer can delete the ticket by himself? I already tried it with an automatisation but it did not work. Maybe somebody can help?

Is there a good way to automatically tag tickets when a canned response is used for them? Ideally, I'd like to be able to associate canned responses with certain tags, and every time that response is used on a ticket, the ticket gets those tags.I've tried Automations to update ticket tags on reply, but those aren't exactly what I'm looking for. Plus, I'd have to make an automation for every single canned response.

Is there a way to remove or hide the SPAM option on the drop down menu in Freshdesk? I looked at the Roles permissions and didn't see a way to turn that off. Some individuals are a bit click happy and for some reason the Spam option is right next to the Print option so it's really easy for the quick clickers to hit that and make tickets disappear.  And since freshdesk doesn't search for tickets in Spam/Trash, for whatever reason, it kind of causes issues that would be avoided if we could remove that from base agent screens.  We don't have an issue with spam in general, so nothing ever goes in there unless we send it. 

Hi!. How can I reply to my customer and his/her boss?Thanks!!!

Hello Community,I am using the DEMO-Version of freshdesk at the moment.It was working fine until last friday... But then I got the following problem: I can see tickets if I creat them by myself (Admin/Agent). Ticket #1If I ask a test customer to creat a ticket. The system tells me, that I got a new ticket and I have to refresh the website to show it. But after refreshing there is no ticket in the system. (Sidenote: If I creat a ticket by myself again as Admin/Agent after, I see the ticket. But not with the following number. It means to me that the customer ticket is hiding somewhere. There are NO filters activated or something else like distribution in a groupe or an automatisation, so im wondering where the bug is).So maybe could somebody help me?Thanks in advance!

Hi there,coming from zendesk we´d love the automation to set the status to "waiting on customer" once an agent has replied to an ticket (NOT making internal notes).How to do this in Freshdesk?Thank you