Automations and Workflows

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

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 AM Conversion 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

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!

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

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.

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)

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? Thanks Patric

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 A if ticket is created from source whatsapp and the whatsapp number is B, assign ticket to group B

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??

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?

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!

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*

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" ], [ "baz", "321", "jkl" ] ]}

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 :-) ?

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

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

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 manager Ever get an email sent asking for approval, whether it's to a plain email address or the reporting manager

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.

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

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.

I want to create a scenario automation for another user but I do not believe it is possible. I can create for myself, all agents or agents in group. Scenario: We have restricted access to agents creating scenario automation to senior agents as the automation can allow for anything including deleting of tickets. The problem is agents want to have some of their own automation for typical ticket updates they do. I want to create an automation for the individual but it is either for myself, All or in a group which does not work for us. It seems the only solution would be to give the user the access but then we run the risk of them creating automation we do not want them to have. Any ideas?

Hi! We want to be able to send an auto reply to a customer. We also want this reply to be threaded for the customer. Using the standard automated reply ”Reply to requester” does not work by design. So we tried to do a webhook automation with the reply API. The problem with this is that for customer that uses Outlook Windows application the reply is not threaded with the original request. It seems that the problem lies with what email client the customer uses. In Gmail the reply threads with the original request. Is there a way to solve our problem?

Hi, my custom fields are not appearing in the placeholders pop up under Ticket Fields. i am creating an automation which adds a Task to a ticket and I need to reference fields from the ticket to add to the notes in the Task. Thanks

Hello Freshdesk, We've successfully linked a WhatsApp account to Freshdesk, and the integration process was seamless. As we begin to receive customer requests through this channel, we've identified the need for an automatic reply regarding our office hours, etc. Could you please let us know when this feature will be available? Thank you!

In my office, we’re trying to automate the removal of the assets from the Discovery tab. I am able to set an event based trigger that will activate when an agent updates an asset and the “Used By” field is changed to empty. Once the flow is triggered, is there a way to initiate the “uninstall” process for the discovery agent that anyone has found?