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Automations and Workflows

Using Freshdesk

  • 340 Topics
  • 979 Replies
340 Topics
notgoodwithcomputers
Apprentice
notgoodwithcomputersApprentice
asked in Automations and Workflows
automation - assign ticket to agent that added a resolution

Does anyone know a way to create an automation that will add/assign an agent to a ticket if they add a resolution and/or close the ticket? I have techs that are fixing an issue, adding the resolution to the ticket, and then closing the ticket without ever assigning themselves (or anyone else) to the ticket. We want the ticket to be automatically assigned to whoever inputs a resolution. Thanks!

595
RobCrossHM
Skilled Expert
5 months ago
Tintin
Skilled Expert
TintinSkilled Expert
asked in Automations and Workflows
Multiple creation of tickets

Hi,What is the automation workflow for creation of multiple tickets? Thank you

17811
Kajal Vats
Community Manager
5 months ago
M
Apprentice
michaelheltonApprentice
asked in Automations and Workflows
Workflow Function to convert a value to the correct character limit

I am attempting to avoid having several lengthy branches within a workflow. What I need is to take a firstname.lastname value and if it is over 20 characters long substring it to cut off after 20 characters.  Below is the function I have so far but this only works when the character limit is over 20, I cannot find a solution to keep the characters the same when it is under 20 characters: if (length('{{E17.result}}')>20, substring('{{E17.result}}',0, 20), substring('{{E17.result}}', 0, 20))I have tried many variations like the one below but still have not been able to accomplish this. if (length('{{E17.result}}')>20, substring('{{E17.result}}',0, 20), {{E17.result}}) Typically I will get this error: Invalid Syntax - Third operand's value must be <= first operand's length. The end goal is to get this value for both manager name and new hire name so that I can plug this in further down the workflow and always have the correct character limit rather than have 4 lengthy branches fo

471
M
Apprentice
5 months ago
bzanoello
Apprentice
bzanoelloApprentice
asked in Automations and Workflows
how to route tickets based on certain fields in the contact register

Hi there,We have a challenge with a customer that we are trying to figure out how to route tickets based on certain fields in the contact register. For e.g. every contact has an agent that will be responsible for handling their queries, it’s fixed. So, for every new ticket created this ticket should be assigned to the respective agent responsible for the contact. We want to do that without creating one automation per agent because it will be tricky to manage all the automations for the new agents. Can somebody help us here? Thanks and best regards. Bruno

836
Kajal Vats
Community Manager
5 months ago
DLaser
Apprentice
DLaserApprentice
asked in Automations and Workflows
Add a Date/Time field to the list of available custom fields

I would like to recommend that Freshdesk add a Date/Time field to the list of available custom fields to prevent the backend from converting to the wrong date for analytics.  Currently, when using the custom Date field (without time) it is converted by the backend to UTC (date) time and the time defaults to DD Mmm 00:00 AM.  When the date is pulled into analytics, the time is converted to the agent’s timezone. Depending on the agent’s location, the date may be converted to one day prior resulting in inaccurate analytics dates. Example:Transaction date: 15 Feb 2022 Backend sets date to UTC 15 Feb 2022 at 00:00 AMConversion from UTC to to Agent’s EST (-5 hours):    15 Feb 2022 at 00:00 AM - 5 hours = 14 Feb 2022 at 07:00 PM

6262
Alexander_Lobo
Community Debut
5 months ago
G
Apprentice
grsmoApprentice
asked in Automations and Workflows
Automator - Creating multiple tasks from a single web request response

Hello all.I’m trying to figure out if it’s possible to create multiple tasks from a JSON response using the web request feature. I’d have a list from the JSON response, and preferably iterate over the list and create tasks from each entry. I’d do this with a Custom Object if it was possible. Thank you!

160
G
Apprentice
5 months ago
SfrsDL
Apprentice
SfrsDLApprentice
asked in Automations and Workflows
Supervisor rule: Send email notification to requester if no response after five business days

Currently we are using a supervisor rule which sends an email notification to a requester if they do not respond after five business days, it was created using the recommended method as below;  The issue is sometimes, usually over weekends, users get caught inbetween the hours since agent responded due to it being based on Business hours.The scenario is Friday 17:00 (no longer in business hours) comes and the hours since an agent responded is at 38For the supervisor role above the conditions are met, as its between 37.8 and 38.9, therefore the automation takes action, send an email to the requester.However because we are no longer in business hours the hours since an agent responded is still at 38, and will be until Monday 09:00This results in an email reminder being sent out every hour that the rule is ran.Is there anyway to prevent this other than setting the rule to work on calendar hours? 

2961
jrosenthal-foresight
Community Debut
5 months ago
RobCrossHM
Skilled Expert
RobCrossHMSkilled Expert
asked in Automations and Workflows
Auto Create Ticket from a Negative Survey

Is it possible to automatically create a new ticket when a customer leaves a negative survey? The use case is that as Support Manager I need to track our customer engagement when we receive criticisms or complaints and ideally I’d like a negative survey to create a new ticket, with automation to assign it to a particular group/agent

372
RobCrossHM
Skilled Expert
5 months ago
Bshaheen
Apprentice
BshaheenApprentice
asked in Automations and Workflows
Can we please get more granular time-based automations?

All of our SLA’s have a response time under 1 hour.  We want to set up a time-based automation to alert the team when certain first response times are about to expire.  For example, we have a 30 minute SLA for certain case types.  We want a time-based automation to alert the team when a new case/ticket has not received a first response in 20 minutes, but we cannot do this currently because the earliest you can do this is 1 hour.  I also tried to just use an escalation for this inside the SLA itself, but you can’t do it there either.  Can we please get a “minutes” option for time-based automations, or the SLA escalations, instead of “hours”?  This restriction completely breaks basically any time-based automation that has anything to do with SLA coverage.

384
Jackson4477
5 months ago
S
Apprentice
supportedsupporterApprentice
asked in Automations and Workflows
Category Type 2 autofill

I created a list of categories and subcategories, however some of the categories do not have subcategories.In such cases, to avoid having empty subcategory fields which skew the data while visualising the subcategories, I added a subcategory with the same name as the category.This can be tideous for agents when they are working on a lot of tickets.Is there a way I can have the subcategory automatically filled with the same name as the category using some sort of automation?(thank you in advance for the help, i have already learned a lot by just reading the community forum)

221
eeha0120
Skilled Expert
5 months ago
V
Apprentice
Vincent B.Apprentice
asked in Automations and Workflows
Announcement using the status page

Hello, I have set up the status page. Everything is OK. I would like to automatically add an announcement to the portal when I publish an incident on the Status page.I tried to automate this but couldn't find a suitable trigger.Can you help me ? Thanks.

390
V
Apprentice
5 months ago
P
Apprentice
Patric BApprentice
asked in Automations and Workflows
Whatsapp - Automatic reply

Hi Freshdesk,We have connected a Whatsapp account to Freshdesk. Integration was smooth and easy.Now, We are receiving requests from customers via this channel, and we see a need to hav a automatic reply about our office hours etc. When will this be avilable? ThanksPatric

97216
Alex1122
5 months ago
mj523423
Apprentice
mj523423Apprentice
asked in Automations and Workflows
how to use automation to assign ticket to different group based on the whatsapp number

may i know how to use automation to assign ticket to different group based on the whatsapp number.e.g.if ticket is created from source whatsapp and the whatsapp number is A, assign ticket to group Aif ticket is created from source whatsapp and the whatsapp number is B, assign ticket to group B

331
Sneha Kandasamy
Community Manager
6 months ago
SamanthaPiccoli
Apprentice
SamanthaPiccoliApprentice
asked in Automations and Workflows
Why does freshdesk merge my tickets?

Hi!I don’t understand why does Freshdesk merge my conversations.I’ve read the article about email threading and it’s ok, but sometimes we find new questions (that should be new tickets ) threading to old tickets ( https://support.freshdesk.com/en/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading- ).Fortunately i’ve created an automation that reopens a close ticket if a reply was received but in these cases we need to divide new ticket manually.I checked the object of the e-mails and these are not the same, i checked if the customer replyed to an old ticket, but they wrote a new email so they should be two different ticket. The only thing that is the same is the requester e-mail.So why does my Freshdesk merge these tickets??

961
S
Apprentice
6 months ago
J Pritchard
Apprentice
J PritchardApprentice
asked in Automations and Workflows
Newby here... be nice.... Changing Ticket Priority field

Hi, just about to take over a Service Desk and want to make some changes.Currently the SD does not use P1 - P4, the simply use Priory low, high etc.There appears to be no way to pre-set the user fields as above. is this the case?

8416
M
Contributor
6 months ago
S
Apprentice
sgrayaApprentice
asked in Automations and Workflows
403 Forbidden HTTP POST from Power Automate

I’m attempting to automate a workflow and create a ticket from Power Automate to Freshservice. I believe I have all my fields correct, but I’m still getting a 403 forbidden when testing my script. Does anyone have any ideas on what I might be missing?I have successfully created a ticket from Visual Studio using python with the same API key that I’m using in Power Automate, so it should have the correct privileges in our environment. I’m wondering if I’m messing up the syntax somehow.I have attached an image of the HTTP request I’m attempting to perform. Any advice would be greatly appreciated! 

1160
S
Apprentice
6 months ago
B
Contributor
Bryan LContributor
asked in Automations and Workflows
Agent Reply Template - Possible to add different placeholders based on conditions?

Hello,Wondering if it’s possible to add if/then logic to our Agent Reply Template, so that it shows the Internal Ticket link if the Requester email includes our domain, and External Ticket link if email does not include our domain?Example scenario:“To reply or see the current Status of your ticket, please visit one of our support portal options below:”*TICKET LINK PLACEHOLDER*

1113
B
Contributor
6 months ago
rfrutiger
Apprentice
rfrutigerApprentice
asked in Automations and Workflows
Return json array element id

I am trying to build a workflow that will read the data in a google sheet search for a specific value then update fields in that row. The issue I am having is that the Google Sheets API does not have the ability to search for a value and return that row. What I can do is ready the entire sheet out as json with each row being an array. What I am wanting to do in fresh service is bring that json into a parser then search for my specific data and get the json path so i would have something along the lines of $.values[47]. From there I should be able to be able to figure out the coordinates for the specific cells I need to update. Here is some sample json from a dummy sheet, how would I retrieve the address for the value “456”{ "range": "Sheet1!A1:F1000", "majorDimension": "ROWS", "values": [ [ "Field 1", "Field 2", "Field 3" ], [ "foo", "123", "abc" ], [ "bar", "456", "def" ], [ "bin", "789", "ghi" ],

311
Daniel Söderlund
Skilled Expert
6 months ago
AndyRussell
Skilled Expert
AndyRussellSkilled Expert
asked in Automations and Workflows
reopen workflow not working for me

Hi, I’m sure I’m missing something obvious here but the reopen tickets when requester responds workflow isn’t working for.  When I email in from my test account against a closed ticket the agent gets an email but the ticket doesn’t reopen. Can someone tell me what I’m missing :-) ?  

407
eeha0120
Skilled Expert
6 months ago
M
Contributor
markdavisContributor
asked in Automations and Workflows
Automation Workflow - Query Service Item Settings

Hey All,I am trying to create an automation workflow that checks if a particular product is in stock, and if it is to then proceed with the ticket. Does anyone know how I can query a service item asset type? This is the field I am trying to reference and check if the asset_state=in stock.  Here is an example of the workflow:  I’m not sure if this is the best approach or I need to take a different approach. All help would be appreciated. Regards,Mark

775
Daniel Söderlund
Skilled Expert
7 months ago
W
Apprentice
Windows13Apprentice
asked in Automations and Workflows
AutoClose after X days + reminder

Does anyone have any clean ways to get the below functionaility working? I want tickets who have not had an updated in 2 days to get a reminder that the ticket is pending a response and then 2 days after that if it still has not had a response close the ticket. What I have done so far is have a supervisor rule to send the reminder and then add a tag to the ticket.Then have a scheduled event workflow to check for the tag and if the tag exists on a ticket then close it. I cannot figure out how to have this second part check if its been 2 days since the tag was added. I also have created a 3rd automation that if a requester responds to a ticket and it has the tag I added on ti then it removes the tag so it doesn’t get caught in the 2nd workflow I mentioned. This feels messy and like it might backfire. Any ideas to do this better? Thanks,Windows13

582
W
Apprentice
7 months ago
B
Community Debut
BigCarlDCommunity Debut
asked in Automations and Workflows
Trouble getting approval emails sent

Hi,  trying to get approvals set up for the first time. I can: Get it to send a plain email to my individual email address to test the condition in the Automator has been met (the fact it's Software1 being requested)Get it to invoke the approval process in Fresh when selecting manager approvalI can't :Get an email sent to the reporting manager I can not:Get an email sent to the reporting managerEver get an email sent asking for approval, whether it's to a plain email address or the reporting manager

711
Nittannia
Community Debut
7 months ago
Krishozky
Top Contributor
KrishozkyTop Contributor
asked in Automations and Workflows
Holiday/Non-business hour automation email

I have two created two automation below:When a ticket is created, a generic automated email ‘with few FAQ’s which will address the customer concern’ is set to roll out - This one is working perfectly fine.  Business hours - During non-business hour to let the customer know about the working schedule, I have set an automation - This particular automation is not executing.    Holiday - This particular automation too, is not executing. 

2024
jplagge
Community Debut
7 months ago
L
Contributor
Linus LinderContributor
asked in Automations and Workflows
Regular Asset acknowledgment

Hello,we are looking for a solution, that our users have periodically (6 month) “acknowledge”, that the assigned assets are still in his/ her hand.The problem we have is, that users sometimes do not return their equipment or do not document, once they return the equipment.If I could ask the user on a regular base, if the equipment is still in his/ her hand, I would identify any gaps. The feedback should be stored with the asset.In the end we also plan to send a mail to the manager automatically what assets the user has to return, once he quits.Any ideas?Linus

461
eeha0120
Skilled Expert
7 months ago
Sheelaciratechsoft
Apprentice
SheelaciratechsoftApprentice
asked in Automations and Workflows
Asset EOL notification

Have to create notification email for 5000 plus assets based on types or categories, assets had been already added to the system now going to automate the EOL notification process any guidance with the automations? Have done a simple workflow Asset created or updated---->asset type is hardware----->send email Its not working for the already imported asset.

100
Sheelaciratechsoft
Apprentice
7 months ago

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