Automations and Workflows

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.

I have a Automation on our Freshdesk instance where a ticket is first Assigned to a group, then a Adds a tag and finally sends an Autoreply email with the assigned Agent Name as a Placeholder.  The Group is setup so that Agents get assigned the ticket using the Round robin ticket assignment option.  The email which is getting generated however is not showing the assigned Agent Name, and instead is just blank.  I tried testing the Agent Name field with a separate Automation which runs independently of the Automation mentioned above and then the Agent Name appears. Can anyone provide me with some guidance on how I can make the Agent Name appear in the Autoreply email as the last step of my Automation?

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

 Sometimes when an Email conversation with a customer goes back and forth too many times, the customer gets frustrated, and a phone call might wrap things up easily.  Is there a way to either limit the number of Emails on a ticket, or at least notify the manager that an excessively long Email conversation is taking place?Obviously, a limit would require an override ability for those occasions when many back-and-forth Emails are warranted.

HiI've just had a customer add a private note to a ticket. How and why is this possible and how do I disable it? Is this a bug or a feature?Since it was a private note, it did not reopen the ticket that was already closed, and agents did not get notified about it.Customers should be able to just add regular replies to tickets so that agents get notified and ticket gets properly reopened instead of staying closed. I thought the private notes are just for agents to add extra info between themselves about the ticket.

Hi,We are a small business and manage our support through email. We would like to be able to close a ticket without having to log into Freshdesk - can this be done via email or setting up a rule?ThanksNeil

Got 4K spam tickets because captcha was not enabled.Any idea how to delete them quick? "Select All" function only allows to delete 30 at a time.

 Given my example below, this was just a basic search of all tickets by a keyword and there is no checkboxes next to them to perform any actions such as Delete or Assign which is a bit ridiculous. Ive had to process around 500 tickets manually today to delete them because they were spam. YES, I know about creating an automation rule for this but thats not the point. It would be nice to have a bulk action item list when performing just a basic search of tickets by keyword. Several of your competitors have this, please consider it in the future. .

When I respond to a requester on a ticket, I click "Send and set as Pending". When the customer responds, I get two emails: one notifying me that the customer has responded and another notifying me that the ticket has changed from "Pending" to "Open". How do I turn off the "Ticket re-opened" notification?

 We are having an issue where the automated emails notifying people that a new ticket has been created or they have been assigned to it are not being sent.Physically triggering a response email sends without issue, but the automation sometimes does not seem to reliably send out messages. This has been going on for a few days. What information do you need from me to help resolve this issue?

Hi,I did a automation to send an e-mail if a ticket is open more than 72 hours and there isn't any interaction from the agents.The problem is that after the 72 hours, at each hour the e-mail is sent, and I want't only the first e-mail.Can you help me?