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Automations and Workflows

Using Freshdesk

  • 352 Posts
  • 1,053 Replies
352 Posts
P
Apprentice
Paul CoyneApprentice
asked in Automations and Workflows
Auto email customers when ticket status is changed

I would like the customer to be emailed if the ticket status is changed. I can achieve this if an Agent changes the status, but I can’t see an option to do this if the System changes the Status.  The System changes are limited to mail or overdue events.  

1593
amberinis
Community Debut
J
Apprentice
jim_20453Apprentice
posted in Automations and Workflows
Disable CC

When I reply to a customer on a ticket, I don't want it to CC my email box. Can I turn that off?

12887
Yusuf Ahmed
Community Manager
S
Apprentice
stolan2Apprentice
asked in Automations and Workflows
Fresh Service shows agent as available for auto-assign by they are actually unavailable due to idle session in portal

I’ve been working with FS support on uneven auto-assignment of tickets. An example of this is that 5 agents show as available, but the same agent was assigned to the only two tickets in the pool that were entered that day (this pool is only for classroom emergencies, so is not high volume) . This happened a couple of times.FS Support shared with me that this could be caused by the agent having a session designated as “idle” in the portal. In that case: “The agent appears active in the logs but remains inactive in the portal, which the system interprets as an idle session (Please note that this is not reflected in the logs). As a result, the agent is marked as unavailable, preventing ticket assignments to them”This means that the availability widget shows the agent as available, but they actually aren’t and there’s no way to accurately get this information. I was pretty surprised that this was intentional design.So I am looking for a way around this or a way to set up my own auto-assign

1254
RobCrossHM
Skilled Expert
Rafael Vega
Apprentice
Rafael VegaApprentice
asked in Automations and Workflows
Importing custom HTML templates into Freshdesk notification templates

Hello Support, We have some custom HTML email templates (Built in Dreamweaver) and we want to use these formats in Freshdesk email notifications templates.This is an example of the HTML template: How can I import or insert a custom HTML template for Freshdesk notification templates? Regards,Rafael

14293
R
Contributor
C
Skilled Expert
chadholtonSkilled Expert
asked in Automations and Workflows
Days Old Rule Not Working

This is getting frustrating. . . I am working on a Scheduled Workflow to send our reminder emails to the Group assigned to incident tickets that are not assigned to an agent and that are unresolved tickets and  that were created 7 days ago or older I’m getting emails fortickets that were created minutes ago some of the emails for tickets that are older than 7 days but not all we have unresolved tickets that are 70+ days old.  I’m not getting those emails.   here is the flow and the pieces.  Any help or guidance is greatly appreciated.     The execution log show that the HowOld expression was successful on older tickets but I’m not getting the emails for them. 

322
C
Skilled Expert
D
Contributor
Doug_in_Wellington_NZContributor
asked in Automations and Workflows
How to display Lists or Tables in notes created by automation

I’m trying to create automation that displays reports on users that are offboarding.All of my lists and table end up as nearly unreadable single strings.  I’ve tried using web requests that return json and scripts in PowerShell orchestration .. the result is that the results are always printed as single strings:examples:[{"Person":"dhendricks","DeviceName":"tl2612"},{"Person":"a-dhendricks","DeviceName":"tl2612"},{"Person":"dhendricks","DeviceName":"tl-5cg235073f"}]Person DeviceName ------ ---------- dhendricks tl2612 a-dhendricks tl2612 dhendricks tl-5cg235073fNever anything nice and readable, in spite of all of PowerShell’s functions, such as:Person       DeviceName   ------       ----------   dhendricks   tl2612       a-dhendricks tl2612       dhendricks   tl-5cg235073f I think something about the orchestration app or the create note node keeps removing any newlines that I put in.Does anyone know what is happening and/or how to fix it?

141
Daniel Söderlund
Skilled Expert
L
Apprentice
LDiFrancoApprentice
asked in Automations and Workflows
Scheduled Tasks using System.Current Date run a day early

I’ve recently taken on the project to re-vamp our current offboarding process and to explore our options with Freshservice. I found the out-of-the-box scheduled workflow for adding tasks on the day of separation, however it seems to be running a day early.To be more specific, I created a test offboard request yesterday for a user to offboard tomorrow, 4/21. However, the workflow did its check this morning, and processed the offboard as if it was scheduled for today, 4/20. The condition is set as “End Date is System.Current Date”, and I’ve confirmed that both the System.Current Date and End Date are the correct values. Is there a more accurate condition I can have set up to have the task run only on the scheduled day and not a day early?

1881
josh_scott
Community Debut
Trava1985
Apprentice
Trava1985Apprentice
asked in Automations and Workflows
Webhook to Update Ticket after Ticket Raised

I need a little bit of help.I’m trying to create a simple automation, Ticket Raised ==> Check Condition ==> Trigger webhook to update the same raised ticket.But I can’t make it work with placeholders on the callback URL:If I fix a ticket to the url, i.e.: https://xyz.freshservice.com/api/v2/tickets/74168 it works but when I use a placeholder to use the ticket id from the first step  https://xyz.freshservice.com/api/v2/tickets/{{ticket.id}} then it fails!Not sure why, because no information is available in the log.Do I need to declare a variable form the incoming data and then put that variable in the call back url?Many thanks,   

771
Trava1985
Apprentice
M
Apprentice
Matth78Apprentice
asked in Automations and Workflows
Possibility not to send an automatic response when an agent create a ticket

Hello, I wanted to know if it will be possible in the future to have the possibility to send the automatic response only when a customer create a ticket, not an agent. Thanks !

292
M
Apprentice
M
Apprentice
Mr.Southern86Apprentice
asked in Automations and Workflows
activation email within automations

I’ve been using Freshdesk now for 18 months and it’s great. We’re really seeing the benefits and starting to onboard more clients and products.  However, with expanding this is now throwing up some problems as the products differ.  For example I have two products, Product 1 where I want customers to sign up to the portal and have multiple interactions. Product 2, I want the customer to share information one a singular transaction and nothing more.  The problem stems from the activation email, it will email both customers after 5 minutes and invite them to sign up.Product 1 has a need for this activation email, Product 2 does not and this creates confusion. If we could skip activation email via the automations (like we skip notification email) this will help solve my problem. 

642
beckyricee
Community Debut
C
Contributor
chris.adamsContributor
asked in Automations and Workflows
Group-specific Requestor notifications in freshdes

We have 2 different departments using freshdesk. We do this by making them 2 different groups, each with a different email address to create the tickets.  Staff in each group only see their own, and a few staff who are in both see both, it is super handy and we love it!Unfortunately, we can only set one requestor notification for our account.Is the recommendation to simply use Automations and make one that gets triggered when one group gets an email, and make a different one when another group gets an email?

271
madhusingh0906
Community Manager
L
Skilled Expert
lkeyesSkilled Expert
asked in Automations and Workflows
Contract Writing Workflow with Freshdesk Growth or Pro

Hi…we’re looking to use Freshdesk as a Contract Development workflow,  and I was wondering if it was possible to have multiple levels…currently  we have 7 or so agents on the Growth Plan, and I was wondering if it might be possible  to add 3 agents to a Pro plan.   Reason for this scenario, is we’d like to have the ability to have “Parent - child tickets”  which I see are only available on Pro as well as Article Versioning.   I was thinking we’d establish “groups”.  1 for our current IT helpdesk group and 1 for the Contract group.  Or is it more practical to have two completely separate sites, with different plan levels?  Any insight you have on this would be helpful.  Do you have any clients that are using Freshdesk in this way?   

231
madhusingh0906
Community Manager
JulianeB
Skilled Expert
JulianeBSkilled Expert
asked in Automations and Workflows
How to forward a ticket to an external mail with scenarios

Hi, This is what I am trying to do. Sometimes, some tickets we receive are for another service who doesn’t need to use Freshdesk. I would like to be able to :close the tickets (actually, use a « forwarded » status I created) change the group (so that the other service can have a notification in their Slack canal) forward the ticket to their generic mail addressWith the scenario feature, I was able to change the status and the group but I don’t find how I can transfer the email automatically. Is this possible ? Should I use another functionnality ?

14398
JeroenvdSchalie
Community Debut
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?

39310
Daniel Söderlund
Skilled Expert
MichelleLW
Contributor
MichelleLWContributor
asked in Automations and Workflows
Create new tickets with scenarios

Hi! I know how to create new scenarios; I want to know if you can use existing scenarios to create brand new tickets from scratch.

656
mahendarsingh
Community Manager
MichelleLW
Contributor
MichelleLWContributor
asked in Automations and Workflows
Chane resolution date when status is on pending

Hi there, once a ticket's status is no longer on 'open' (SLA timer off), you can't see the resolution date.So meaning if I put it on pending (SLA timer off) and a few days passed, it might be overdue, but I can't see it.You have to open the ticket again to see and change the resolution date.Is there a way to see and change it while the ticket is NOT on the 'open' status?

834
mahendarsingh
Community Manager
mh6
Apprentice
mh6Apprentice
asked in Automations and Workflows
Automatic Reply Outside Business Hours with Freshdesk & WhatsApp

Hi everyone,We’re using Freshdesk along with WhatsApp and are looking for a way to set up an automatic reply when messages come in outside of our business hours.I’ve tried using the API endpoint /api/v2/tickets/[id]/reply, but unfortunately, it’s not working as expected.Has anyone successfully implemented this or can share some tips on how to achieve it? Any help would be greatly appreciated!Thanks in advance! 😊

1077
mahendarsingh
Community Manager
Perry.gy
Apprentice
Perry.gyApprentice
asked in Automations and Workflows
new silent feature - scenario

I’ve noticed new features in Freshdesk, particularly in the scenarios section. Two buttons suddenly appear there. Can you explain the difference between them? I have the role of an administrator. Is there any difference for me, or is the distinction more relevant for regular Helpdesk agents? 

621
mahendarsingh
Community Manager
M
Apprentice
msheridanApprentice
asked in Automations and Workflows
Force hourly triggers to run?

Exactly what it says on the tin. Is there any way to manually run an hourly trigger, or do I have to just wait for it to meet the criteria that I set?

243
mahendarsingh
Community Manager
tboardman
Apprentice
tboardmanApprentice
asked in Automations and Workflows
Why can't I create more than one webhook in a ticket creation automation?

I would really like the option to create more than one webhook trigger in a single automation rule. Limiting us to one webhook trigger per rule makes no sense especially since I’m only allowed one HTTP action (e.g. POST). There is currently no way to even do multiple actions per webhook, such as 2 POST requests via batching. 

2142
M
Top Contributor
Khiman
Top Contributor
KhimanTop Contributor
asked in Automations and Workflows
Is it possible to configure SLA with custom company fields ?

Hey, I do not see any option to use something like a company account tier (which is a built in field) to filter the tickets on which the SLA will apply on.Is that not possible ?

5407
M
Top Contributor
jibsan94
Apprentice
jibsan94Apprentice
asked in Automations and Workflows
How affect VIP to Company members?

Hello,I wish to know that when I set a Company as VIP, how this affects the tickets received and also I want to know if the Contacts of that company has an special treatment?Greetings!!!

6062
RobCrossHM
Skilled Expert
gflaz
Apprentice
gflazApprentice
asked in Automations and Workflows
Removing "Customer Responded" flag

I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?

173820
S
Community Debut
S
Apprentice
SaschaApprentice
asked in Automations and Workflows
Edit private notes from Automations

Hello community,We recently started using freshdesk and have set up an automation that attaches a private note with a table to each ticket (for our time tracking). Unfortunately, neither agents nor administrators can edit this private note from the system, but private notes from other agents can be edited. What could be the reason for this and how can agents also edit these private notes from the automation?Kind regardsSaschaTranslated with www.DeepL.com/Translator (free version)

3162
Fairos
Community Debut
IanD
Contributor
IanDContributor
posted in Automations and Workflows
Ability to create holidays business hours past New Years eve

I spent 15 mins with Support today trying to create Business Hours for New Years day. Since it is in 2025 it’s not possible.Ludicrous!

898
RobCrossHM
Skilled Expert

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