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Automations and Workflows

Using Freshdesk

  • 299 Topics
  • 834 Replies

299 Topics

P
Apprentice
PhilBertApprentice
asked in Automations and Workflows

Activate a Webhook on ticket Update

I am attempting to create an automation that will send ticket info to a webhook when a ticket is updated.  If the ‘Push to Monday’ custom field is selected. Currently it is working only when the ‘Push to Monday’ field is updated.  I would like it to work on any update to a ticket where the ‘Push to Monday’ field has been selected. 

1
Juliana Rozario
Community Manager
3 months ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Automations and Workflows

tasks and workflows

is there any way to create a workflow that checks if all tasks on a service request are closed and if so, close the ticket?

4
F
Community Debut
3 months ago
haaarshgada
Community Debut
haaarshgadaCommunity Debut
asked in Automations and Workflows

Email marked in cc Undelivered.

Whatever mails I reply from freshdesk, all of the replied to cc show undelivered.This has started happening 4th Jan 2024 onwards.Refer image below: ( everything marked in cc is always undelivered, even though the email are operational. ) 

1
hemanth.ramya
Community Manager
3 months ago
JoseR
Apprentice
JoseRApprentice
asked in Automations and Workflows

Email notifications configurations per product

I have several products and would like to have the system send or not send certain email notifications to the requesters depending on the product. Also, for example, if I brand my email notification with the logo of one of my products, that logo will show up in all email notifications of all products. It would be nice to have “per product” configurations.

3
mathewwade21
Community Debut
3 months ago
LukeC
Apprentice
LukeCApprentice
asked in Automations and Workflows

Event Trigger - Requester Change

Hi, I’m wondering if anyone has a solution to the workflow I’m attempting to create and run.I’m looking to create a workflow that strictly runs when the requester has been changed to a particular requester. I do not see this as possible with the current event triggers.In the past, I have been able to use custom fields (using a field change as a event trigger), however with a change of requester I do not have ant option. Am I missing something, or a potential workaround? Any thoughts would be appreciated.

1
Daniel Söderlund
Skilled Expert
3 months ago
ms-fosse
Apprentice
ms-fosseApprentice
asked in Automations and Workflows

Viewing ticket - how to hide autoreplies

As of about 3 weeks ago, when viewing a ticket I now see the auto-replies as well as the original ticket. The auto-replies add no new information. How do I hide them? ThanksMat

8
jamesmichael3433
Community Debut
3 months ago
A
Apprentice
ashurjApprentice
asked in Automations and Workflows

Automation to reopen Ticket but not merged tickets

Hey all!!So currently our company just started using FreshService. We do NOT currently allow users to use the portal and tickets are created via email to our support email.The default auto reopen ticket automation does not work with this setup. I did find a setup that somewhat works and that if a ticket is Updated then it reopens the ticket if the status is closed but this causes some issues when we merge tickets it will auto reopen the merged ticket that auto closes on merge. Any help would be great!!

2
zachary.king
Skilled Expert
4 months ago
pbsmith
Apprentice
pbsmithApprentice
asked in Automations and Workflows

Google DMARC error preventing delivery

Notification emails have stopped being delivered to my gmail account due to DMARC policy at freshdesk.comAny ideas?Brad   Here’s the email error from Google:{    "recipient": "paulbradleysmith@gmail.com",    "log-level": "error",    "storage": {        "region": "us-west1",        "key": "BAABAQWYuzDPFDG_IK1AyKqO8xQZiNrJZA",        "env": "production",        "url": "https://storage-us-west1.api.mailgun.net/v3/domains/meetingsavvy.com/messages/BAABAQWYuzDPFDG_IK1AyKqO8xQZiNrJZA"    },    "id": "1smkBwRJTJy1m0ajSvRO0g",    "delivery-status": {        "enhanced-code": "5.7.26",        "description": "",        "attempt-no": 1,        "code": 550,        "utf8": true,        "message": "5.7.26 Unauthenticated email from freshdesk.com is not accepted due to\n5.7.26 domain's DMARC policy. Please contact the administrator of\n5.7.26 freshdesk.com domain if this was a legitimate mail. Please visit\n5.7.26  https://support.google.com/mail/answer/2451690 to learn about the\n5.7.26 DMARC initiat

2
trry
Community Debut
4 months ago
J
Apprentice
JasonCRMHSApprentice
asked in Automations and Workflows

Automation to check in with requesters that haven't responded to a reply

Hello community,Does anyone have an automation set up that checks in with requesters once you have sent them a reply?As an example, We receive a request that someone needs help troubleshooting their voicemail. We respond that we would be happy to help, what’s a good time to stop by and take a look? The requester does not respond for several days.I would like an automation set up that automatically sends an email at 2 days and then at 7 days to verify if the issue is resolved or if they still need help - and then sets the ticket as “resolved” after the 7th day. (Our tickets get set back to “open” when a requester responds).Has anyone set this up in their system/workflow that would be willing to share the automation mapping required?Thank you,-J

2
churchillsonpriddy
Community Debut
4 months ago
K
Apprentice
KevinEApprentice
asked in Automations and Workflows

Add public note when task is completed

Hi, not sure if anyone has come across this and can point me in the right direction… I have a basic workflow that adds a public note to a ticket when a task within the ticket is marked as complete. When adding placeholders, there is an option to add fields from the task. I have tried adding{{ittask.description}}{{ittask.title}}but neither show up when the note is added. Is there a way to add the details of the task that has been completed to a public note on the corresponding ticket?  Thanks in advance. Kevin. 

0
K
Apprentice
4 months ago
S
Contributor
ScottJContributor
asked in Automations and Workflows

Dependent sub-fields don't show in Workflow

I’ve created a Dept > Role > Credentials Dependent Field node in a Service Request, but when I try to use it in Workflow, I only see the top-level field. Have I missed something? I’m trying to base conditional workflows on Dept/Title selected from Service Item.  Thanks! Scott -

1
S
Contributor
4 months ago
DennisGlobal
Apprentice
DennisGlobalApprentice
asked in Automations and Workflows

Automatic closing of ticket

I tried to create a automation of the closing of tickets that arent responded on by the ticket creator.But when i activate the automation, there seems to be send emails to the requester every day.So i have a fault somewhere, but i cant seem to find where or how.Automation:SummaryConditionsIf Status is Open OR Pending OR Waiting for InformationANDIf Hour Since Requester responded is 43ActionsSet Status as ResolvedANDAdd watcher (manager) AND (agent)

3
Jim Dumay
Top Contributor
4 months ago
Nickg
Contributor
NickgContributor
asked in Automations and Workflows

Automatically Updating Territory based on Country List

Hello,  I was wondering if anyone has an elegant solution to automatically update a picklist field (territory) based on another free text field (country) For Example. If Country = USA, United States, Canada Update Territory to North America  I know I can do this via a workflow, but due to the number of countries and territories, it will become 8+ workflows.  The Territory values i’m looking to automate are below.  Cheers. Northern EuropeAland Islands, Denmark, Estonia, Faroe Islands, Finland, Guernsey, Iceland, Ireland, Isle of Man, Jersey, Latvia, Lithuania, Norway, Sark, Svalbard and Jan Mayen, Sweden, United Kingdom, UK, Scotland, Wales Southern EuropeAlbania, Andorra, Bosnia and Herzegovina, Croatia, Gibraltar, Greece, Italy, Republic of Macedonia, Macedonia, Malta, Montenegro, Portugal, San Marino, Serbia, Slovenia, Spain, Vatican City Western EuropeAustria, Belgium, France, Germany, Liechtenstein, Luxembourg, Monaco, Netherlands, Switzerland Eastern EuropeBelarus, Bulgaria, Czech

6
F
4 months ago
pc-load-letter
Apprentice
pc-load-letterApprentice
asked in Automations and Workflows

Set/Update Subject text using Automations, Scenarios, and Canned Responses

I am submitting this as an enhancement, as this functionality does not exist, to my knowledge. There have been a few requests/questions around this topic, but it appears they have all been archived, or the original need has not been captured. We receive tickets through various channels where we need to set or update the Subject for appropriateness and data governance. When tickets are received/created - the original requester email sets the ticket subject. We need the ability to set/update the subject using Automations, Scenarios, and Canned Responses. That way, when we programmatically or manually respond to the requester, the email subject line appears per our Company Policy and branding guidelines and provide consistency for data governance purposes. Furthermore, it is inefficient for end users to update these manually.

4
vanworm
Community Debut
4 months ago
mazuserdentons
Apprentice
mazuserdentonsApprentice
asked in Automations and Workflows

Why do Automated tasks reopen automatically?

Hi AllI created Automated tasks, however when I Complete the task, the Task Reopens Automatically…. I am using the SandBox environment.  

2
mazuserdentons
Apprentice
5 months ago
A
Apprentice
abgApprentice
asked in Automations and Workflows

Microsoft Active Directory - Orch (add user to multiple groups)

I have an onboarding function where I copy groups from one user to new users.I use this function to get the template users groups:This return the groups in this format:{"MemberOf":["CN=Domain Admins,CN=Users,DC=Fabrikam,DC=com", "CN=Enterprise Admins,CN=Users,DC=Fabrikam,DC=com"]}How can i use this to assign the new user to these groups:The input is formatted as Distinguished name ,  but I think the “,” is the delimiter, which why it might not work?If I use the groups name, not the Distinguished name, it works. but i don’t have the option to get the MemberOf in another format. 

0
A
Apprentice
5 months ago
stackjr
Apprentice
stackjrApprentice
asked in Automations and Workflows

Change Managerment in Workflow Automator

I’m hoping someone can help me with this. I don’t understand why it won’t work. I simply want to have the status change from “Open” to “Planning” when the Change is approved. No matter the variations I make of this, it still doesn’t work.  

1
eeha0120
Skilled Expert
5 months ago
S
Apprentice
SarahmmmmmApprentice
asked in Automations and Workflows

Agent replies coming from wrong support email address

Hi Community,I have multiple support emails linked to my Freshdesk: techsupport@mycompany.ca and cellphones@mycompany.ca. The techsupport email is the primary. When someone emails cellphones, all replies (auto reply, agent replies, etc) are coming from the techsupport email when they should be coming from cellphones email instead. How do I make sure all replies come from the correct support email that they were sent to?I have tried creating an automation that says when ticket created and sent to cellphones@mycompany.ca, skip new ticket notification, send email with custom auto reply to requester. This works to have the custom message, but the from email address is still the techsupport one not the cellphone email. I will send a support ticket as well since this needs to be urgently remedied but any help with this would be greatly appreciated!

1
S
Apprentice
5 months ago
J
Apprentice
Jones1987Apprentice
asked in Automations and Workflows

2 stages complaints process

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.

0
J
Apprentice
5 months ago
Erio Osato
Apprentice
Erio OsatoApprentice
asked in Automations and Workflows

Zapier integration failure

In our Freshdesk page, we have a check box field. From the check box field, it is expected that user can send a Freshdesk ticket to Zapier automation. However, this check box is not working.According to Zapier support team, they already contacted Freshdesk support team 3 weeks ago but it has not been solved and I was recommended to contact Freshdesk support team.I appreciate if anybody could support with this issue. 

0
Erio Osato
Apprentice
5 months ago
S
Contributor
ShanaRContributor
asked in Automations and Workflows

Not Receiving Any Email Notifications

We have been using Freshdesk for almost two years. Today we noticed that we aren’t receiving notifications for New Ticket creation, customer response, notes, forwards, etc. .It was working until today, I double checked the settings and everything is turned on and agents are added.Is there something else I need to check, how do we correct this?

10
J
Contributor
5 months ago
JosvandenEnd
Contributor
JosvandenEndContributor
asked in Automations and Workflows

Out of office widget blocking Freshdesk menus

Hi there! We are a big fan of the “Out of Office” functionality within Freshdesk. We mainly use it in two scenario's:When a agent is really a day of or on holiday When agents are working in Freshdesk, but not on 1st of 2nd line callsIn both cases, our 1st line calls (incidents, user-questions) open without an agent when the customer replies.In this second case, it can be very annoying that the widget is hovering above some important stuff in Freshdesk. Attached you can see that the widget is blocking the time registration menu of a ticket. I also attached an image where you can see that it blocks the Fresdesk Support Chat. Would it be possible to have this widget differently implemented, not blocking any important menu's? 

5
nestcozy
Community Debut
6 months ago
A
Apprentice
apps3010Apprentice
asked in Automations and Workflows

Update ticket with assets associated with company automatically

Hoping someone can help. We are a data centre company and have racks associated with customers.When customers want to visit their rack, they need to raise an access request (service request).The service request asks for the date and time of the visit, along with the customer details.The request notification is sent to the security desk to validate their entry upon arrival. Our customers are “contacts” which are assocated with the customers “company”. When a ticket is created, the customer doesn’t always know the racks (assets) associated with their account.I’d like to create a workflow that automatically searches for all the racks associated with that contacts company, and appends the rack ID to the ticket. I believe the process could be achieved by creating a webhook post that looks up assets, but am struggling to understand the API documentation. So in essence, the logic would be:Contact creates service request ticket in FreshWorks Workflow automator identifies the company associated

3
zachary.king
Skilled Expert
6 months ago
rituzen
Contributor
rituzenContributor
asked in Automations and Workflows

Block agent to change ticket priority

Hello, I would like to know if there is anyway to block agents from changing tickets priorities. Best Regards 

4
Sudhan R
Community Debut
6 months ago
M
Top Contributor
MikesterTop Contributor
asked in Automations and Workflows

Multiple products

Our company does a lot of service tasks for B2B customers, and they often have more than 1 item for us to service.  I have not been able to find any way for us to record these items in Freshdesk without having us type the items into the description box or any other free text fields. I would like to have a way we can record all items, AND draw reports on them. Anybody have any idea?

4
M
Top Contributor
6 months ago

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