Automations and Workflows

Hello Everyone, are there any organisations that have built a complaint handling workflow in Freshdesk that can offer any tips or insights?Specifically how to use Freshdesk to manage a complaint workflow with two stages and time frames for each stage for an external facing complaints procedure for our customers.

Good day.I would like to know, how can I use freshdesk to expand the interest of my organization and engage effectivly with the freshdesk community.

Hi Team,I would like to know what this below paragrah which is mentioned in your api documentation means.If you’re not getting a result for the above query, there’s a chance that the field might have been created recently or it has been moved to a new infrastructure. To query on these custom fields, use ‘custom_string’ instead of the actual field label.And how do i acheive my search with custom field if this is the condition.

I want to configure an automation so that when we receive a WhatsApp message an auto response is sent.Currently, I can’t see a way to configure the automation for when we first receive only - otherwise if we create and send a WhatsApp this triggers the automation which is incorrect.This is surely a basic automation feature?!

I reached out to support about this and was told to post this as an idea, however I found that this was already flagged 5 years ago as a bug - and treated as such. Yet this is still an issue in 2022.  Despite having an automation that marks a ticket as spam based on criteria (e.g description contains “unsubscribe”), the “Support Desk” iOS app continues to send push notifications for every single ticket. We find push notifications for real tickets absolutely vital, so

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. 

I noticed that in automations, there are only triggers for tickets. New tickets or tickets updated. I need automations for new and updated contacts. For some reason, Freshdesk does not seem to support this. I cant even get it working on Zapier either. Any thoughts?

Hi, can I ask a question about email notification functionality. Is it possible to add multiple specific emails to be notified when a specific issue is tagged or filtered? So for example...All queries tagged 'England' upon submission should automatically be sent to 'england@freshdesk.com and england32?@freshdesk.com.

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

Does anyone know why none of the agent data is available when try to create a zap? Is this a flaw or do I need to create some kind of webhook?

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

Is There a way to send an agent notification email when someone new signs up via the portal?

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

Hi Freshworker :D  hope you all well :) I’m wondering if someone linked redmineup with Freshdesk ticketing system or any type of automation? 

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?