Automations and Workflows

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

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. 

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?

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?

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,   

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 !

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. 

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?

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?   

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 ?

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?

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.

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?

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! 😊

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? 

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?

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. 

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 ?

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!!!

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)

Hi everyone We require customers to have Self Service appointment booking. Our team are on Google Workspace. Has anyone found a good solution?cheersIan

Ticket Update Automation will work on ticket update from API update. We have scenario where Ticket will be created from system A, and Then Create Automation will get executes, and calls System B, System B will pull some information and again update Ticket with these information. Then We have Ticket Update automation which will call System A with new tickets details. Is this possible?

Hi there, i want to create the following automation and im kinda stuck.I want that everytime a ticket is unanswered for a certain period of time that a message gets pushed to slack channel. I got the Slack integration but i cant find a option in the automation. I already got the first part done (Tag creation) but im stuck at when tag gets updated send message to slack. Can anyone help? 

Good day, How accurate it the data extracted with the API corresponding to the analytics provided on FreshDesk? I am currently using the FreshDesk to schedule API to extract ticket data and being able to perform comparison analytics to historical data. I am getting very similar results to some of the FreshDesk reporting stats however not everything is matching. I have also noticed when extracting the underlying data on a FreshDesk report it includes duplicates of tickets that may also be throwing off the accuracy when comparing to the APi - which extracts one row of data per Ticket ID. Is there any way to see the definitions behind ticket counting?e.g resolved tickets I would assume are using the resolved date - how will this be defined for created tickets, assign tickets etc. I would like to create a smooth pipeline from API pulled into Python and translated into a SQL table that can be extracted into an Excel report. However, I have no way to confirm the accuracy of the data while th

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