Automations and Workflows

Hi,BackgroundI am planning to perform some automation around tickets on freshdesk. The natural way to achieve this is by tracking sub-tasks or sub-tickets for a ticket that was submitted by a user.The list of sub-tasks can be dynamic and require additional data source to create. So I would like an automatic process to generate the sub-tickets via an Api call.The questions- how can I create child tickets via the Api?   I cannot find documentation for this. - how can I list child tickets for a particular parent?- is it possible to view or update custom ticket status via the api.  if so - how can I know what value matches which custom status.With kind regards,Ofer

Due to the number of tickets we have, when I use the API to run customized reports I was running out of requests.  So I build a cache systems to get information once so I do not have to call it multiple times.  This worked great except now I am only getting 30 companies per request.  It is like the filter features was applied to the "All Companies" request.  How do we get around this limitation.  Calling each page and then joining the JSON to a single stream is mess load of code and unnecessary development.

Users report getting many multiple email notices that their ticket is closed.Reports coming from different users that after their ticket has been closed they get repeated emails that say:Subject: Ticket Closed - (subject of original ticket)Dear User,Your ticket has been closed.We hope that this ticket was resolved to your satisfaction, etc.....Has anyone seen this before or have any suggestions?

Greetings fellow users,I apologize in advance for this crazy long post but I though giving every a full picture, entertaining suggestions, would end up being a helpful read for the next person in my situation.  A sincere and humble thanks to all of you reading/posting your thoughts.The basics:I'm running a pilot project here in India with a very contained environment. FD is one tool under evaluation as part of that pilot.I'm using this as a level 1 with 3 agents, then one additional/different person as Level 2, then 3 people as level 3 one from each of my three external ISVs.  There's a real business reason Level 2 is separate from the agents getting the inbounds Here is the flow:We have a single helpdesk/call center for both sales person support and end customers.An inbound call/email will be triaged as either sales person (SEC) or end customer issue.Level 1 always open a ticket. Always. Once determining SEC or customer, the agent will use the available internal FAQs and tools to try

Dear Freshdesk Team,Hope everything okay.I have two problems that I would like it fixed if possible:An 'Execute Scenario' that will re-assign the ticket to the creator (which is our agent too)A timezone for my country Amman, Jordan. which is +2 GMTThank you

I have created a scenario that assigns the agent to "Event Performing Agent" however when I execute it nothing changes. Scenario definition: Ticket before executing scenario Ticket after taking action looks the same as above even though the actions performed states that is was changed.  Setting other fields, like type and group works fine.   Please advise. Thanks.

It appears that if we delete a ticket and a customer replies to it, the reply is appended to the deleted ticket. It's hence never seen or noticed for action.Would it not be better for it to fork the response into a new ticket? or restore the ticket?Is there a setting or a work around to change this behaviour?

Hallo,is it possible to show the auto-response-emails in the ticket progress?Thank you! 

Is there any idea when the roadmap item is done? i really need to compose a new e-mail to some clients.Can i do it with a workaround until its availible. 

we never seem to get any bouncebacks from invalid/closed mail accounts. They seem to disappear into a blackhole.Anything we're missing on this?

Hi,I want to create a task in my todo list when a ticket is created. I can generate new tasks by email so was wondering if I can use Dispatch'r to send an email to an address when a ticket is created. Seems they can only be sent to Agents and i'd rather not create a new Agent for my task App.Any idea?Thanks, Ant

This seems to me like a very basic function but I can't locate how to do it or any request for it. How can we have our customers email us for support and include crucial ticket field/property values such as their user id?Basic Scenario:Customer clicks mailto: link in an app. That mailto: includes a subject line generated by code. That subject line includes custom ticket field value. That field value is automatically parsed and entered into the auto-generated ticket by FreshDesk. This can be very useful for populating a user_id or support code field programatically rather than relying on customer's self-reported data (which is of course often wrong).mailto:support@domain.com?subject=Help request [user_id=1234]The ideal scenario for end-users and for FreshDesk would be that all freshdesk customers use the POST API to populate these fields. But quick&easy will always win. The dev-cost difference between a simple 'mailto' link and a POST API system is large (<1hr vs 2+days).

I've been trying to get this to work for the past couple of days with no luck.  I have 3 products with 3 different websites.  I want unique emails automatically sent to the requestor for each product/brand, and I want the FROM name and email address to be different for each.I tried setting up the 3 products and portals for each of the brands, but I don't see how to set unique reply from names and email addresses.  It also appears that any time I change the New Ticket Created email notification, it changes it for all products/brands.This system looks like it has a lot of potential but the setup for my situation is not clear.Please provide some guidance. Thank you!

Hello,Please let me know how, with an API, to get a list of tickets created or updated between two dates/time.This is because I need to extract, every 5 minutes, a list of tickets created or updated in the last 5 minutes. This is because I have to show some statistics in a dashboard.Thanks and best regards

If a ticket is not assigned to any specific agent but already assigned to a group, what is the Fresdesk's behavior when a customer responds to the ticket? Does every agent (in the group) get a notification e-mail about the reply? If it doesn't, I would really like to see such a behavior.Ville