Automations and Workflows

 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?

Hi Folks,I am from Brazil. I am an entrepreneur and really want to innovate in my business market: International trading and Logistic, Inland Transport and Customs Brokerage. All solutions integrated being managed by myself or by developed parters.Could you help me to hint how can I use the Freshwork to create a real innovative experience for the Customers and Clients?Thank in advance for the comments.Danilo Sena - CEOsoulinternational.com.br

I receive a notification for every ticket that is re-opened in addition to the comment itself. I don't need both. So I want to turn off the re-opened notification. I found this, however it looks as if the solution (change setting in Observer) has been deprecated: https://support.freshdesk.com/support/discussions/topics/299291 What's the best way to turn off that notification now?

When I reply to a customer's email, the formatting in the reply box is very odd.The formatting is as follows:One blank lineCustomer nameThree blank linesTicket numberThree blank linesMy signatureSo whenever I reply to a ticket, I have to spend time erasing those extraneous lines. And for some reason, my signature is of a special text type, because I can't use my arrow keys to navigate above it. I have to use my mouse. I can arrow down, but not up.

Just today on 8/22/2018 we started receiving spam mail at a rate of about 1000 spam messages per minute. (see file unnamed.png)I was able to create some filters to set them to spam + delete each message, but it seems that the messages coming in were double the speed of that the supervisor automation i set to delete them could process spam/delete.A few hours later I am unable to log in due to the account being locked out. I am afraid this may affect our customer base since most of our help guides are based on the solutions page.Our page is: https://aeotec.freshdesk.comWhat do i need to do to unblock our account and completely block out all the spam messages from happening?

Good day all, we are using the Sprout Plan.Is it possible to change the status of a ticket to resolved or closed via an email?e.g. something like #close or status=closed within the email?Regards

 Hi,I have gone through quite a lot of documentation. I noticed two different triggers called Observer and Dispatch'r. What exactly is the difference between the two? Also, why is there a need for these two separate concepts. I saw a post in the community forums that suggested unifying the two.Thanks,Ashish

I'm in the early stages of setting up a Freshdesk system for my company, currently on the sprout plan.Last week we resolved some tickets. I expected them to automatically close after 48 hours. The reason I expected this is because Freshdesk had the following email notification already set up for me:Dear {{ticket.requester.name}},Our team has indicated that your ticket - {{ticket.subject}} - has been resolved. If you believe that the ticket has not been resolved, please reply to this email to automatically reopen the ticket.If there is no response from you, we will assume that the ticket has been resolved and the ticket will be automatically closed after 48 hours.But a week later, the resolved tickets have not automatically closed. Am I missing something here?

Our support agents use Outlook and frequently get requests sent directly to their emails. When they forward to our support@ email address, Outlook doesn't include the original senders email when the original sender is an internal Exchange user (it only shows their display name). This appears to be by design and difficult to work around in Outlook. Our agents manually type the email next to the display name so it creates the ticket with the correct requester. This is annoyingly manual and we would like to automate.Has anyone else using Outlook found a workaround for this issue? We notice that if we send the email To the requester and copy the support@ address, the requester's email address shows up in the ticket. Is there any type of automation we can apply in this scenario to create a ticket with the proper requester?

If we have the Email Notification to email the requester when their ticket is created enabled, is there a way to say not to send the email.  Here is the scenario-customer calls in, we resolve their issue with them on the phone. We still want to track the ticket, but we don't want to email the customer, since the ticket was opened and closed at the same time. Options?

Is it possible to link to a closed tracker or is the closed tracker reopened automatically when linked to?I cannot try this because my trial has expired.Thanks,Sarah

Hello Team,Is it feasible to have department segregation in one Fresh desk instance so the right queries can be channeled to the right users?Many thanksEsther

I need to trigger auto replies to emails by parsing key words out of the body. Example, one workflow goes like this:Order is placed, customer gets auto reply email generated by ordering system (that's already in place). But, our products are drop shipped from the supplier. They need to get a copy of the order automatically forwarded to them. I supposed we could integrate their email as a CC in the order auto reply, but we have more than one supplier.Once the supplier ships he will email us, This is where we need to parse the customer info to be used in an auto reply informing the customer the product has been shipped.My boss wants as much email automation as possible in the ordering process but there's just too many apps and I don't have a clue which ones will do the jobThanksCraig

Hello,Im looking for a solution to copy a part of the value from a ticket property to another ticket property to overcome the huge data correction activities. I know this can be done through API's but we would like to do it through available automation like dispatcher / observer.For example, i populate a group field, then i want to pick the last updated time of the ticket and populate it as a tag to arrive at some metrics, any ideas on this?RegardsSatya

Hello there,I'm trying Freshdesk in order to decide whether or not our company is going to move from JSD to another tool.I have added a custom dropdown field to my ticket form called "privacy" in which there are three options: "share ticket with my company only", "public" and "private".I need to know how to do the following things, if they're possible:have one of the option selected by default (I worked around that with an automation to set the field by default if it is empty, but I found it ugly)allow all other customers in my company to see this ticket if this option has been selected AND notify them by emailallow all customers to see this ticket if "public" is selectedIs this remotely possible?Thanks in advance !

When updating a ticket to 'resolved', the customer receives an email notification 'Ticket Resolved' which includes the text of the last note on the ticket, even if it's a private note.

i am trying to set a rule for web hook observer but i cant find Observer in the Admin > Helpdesk Productivity > Observer. section, Right now i have the trail account for the integration, Please guide me how can i set the rules for web hook integration

Hi, we deleted all our contacts in Freshdesk in order to start with a better organized situation again.While testing, I noticed that my emails did not go through to Freshdesk. After a long search, I restored the email address I used in contacts again.After this, I send another email, and now it went straight into Freshdesk!Does this mean, that once you delete a contact, and this person sends an email to the email address that is connected to Freshdesk, won't be able to get a ticket?(so, not creating a ticket via "New Ticket", but via the email address).Thanks for the info.