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Automations and Workflows

Using Freshdesk

  • 340 Topics
  • 979 Replies
340 Topics
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert
asked in Automations and Workflows
Create Scenario Automation for individual agent

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?

1234
Shaine Chance
Skilled Expert
8 months ago
Nilpan
Apprentice
NilpanApprentice
asked in Automations and Workflows
Automated reply not threading for customer

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?

2378
anstimp
Community Debut
8 months ago
M
Skilled Expert
MacMurdoSkilled Expert
asked in Automations and Workflows
Placeholders - Custom Fields

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

2007
Daniel Söderlund
Skilled Expert
8 months ago
haleny
Top Contributor
halenyTop Contributor
asked in Automations and Workflows
Automatic Reply

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!

702
Kajal Vats
Community Manager
8 months ago
BortFrenzy
Top Contributor
BortFrenzyTop Contributor
asked in Automations and Workflows
Uninstall Discovery Agent with Automation

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?

670
BortFrenzy
Top Contributor
9 months ago
debbyhsu
Apprentice
debbyhsuApprentice
asked in Automations and Workflows
How can I change the signature of auto-replies?

Hello, I have set up my signature following this instuction https://support.freshdesk.com/support/solutions/articles/196821-how-to-use-email-signatures-in-freshdesk- But the signature in auto-reply emails (set up in workflow > automation) does not changeI would like to change this default text “%company name% powered by Freshdesk Support Desk”which is attached in every auto-reply emails Looking forward to receiving some help here, thanks a lot!

10793
raoof123
Community Debut
9 months ago
SpeedRacer
Top Contributor
SpeedRacerTop Contributor
asked in Automations and Workflows
Single-line custom text fields not available in Analytics

I created a custom Single-line text Ticket field.I want this to appear in reports I create in Analytics, There currently is no option to include these fields.Are there any plans to allow this?  It seems logical that people would expect to be able to use these fields in reporting.  Thanks

56614
Magnus Reinel
Contributor
9 months ago
T
Apprentice
TristanHApprentice
asked in Automations and Workflows
Having a ticket field sections within a section

Hello,I am trying to create a condition based ticket form for the customers to fill in when creating a ticket. So I have placed a ticket field into a section field under another field. Is it possible to add another layer to this and add a section to the ticket field which is within a section currently. I am also wanting to know if sections can be added to the default product field? Kind regards

2984
Shaine Chance
Skilled Expert
9 months ago
BortFrenzy
Top Contributor
BortFrenzyTop Contributor
asked in Automations and Workflows
Editing "logonHours" Attribute with AD Orchestration

I am working on an orchestration for when users go on leave that will block their logon by editing the “logonhours” attribute in AD to block logon.I am able to edit other attributes in the custom_attributes field without an issue, but when I go to update logonhours, I get the following error in the screenshot below: In case the picture doesn’t load for anyone, the error is:The request is not supported At line:1 char:1 + Set-ADUser -Identity 'CN=Test User,OU=************************************************ ... + ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + CategoryInfo : NotSpecified: (CN=Test User,OU...s,DC=*********************) [Set-ADUser], ADException + FullyQualifiedErrorId : ActiveDirectoryServer:50,Microsoft.ActiveDirectory.Management.Commands.SetADUser Disabling the user is not an option as it will kick off other automation that will break other things in the domain including their IP phone setup. Is this field not able to be updated throug

661
BortFrenzy
Top Contributor
9 months ago
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. 

641
Juliana Rozario
Community Debut
9 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. ) 

1131
hemanth.ramya
Community Manager
9 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.

773
mathewwade21
Community Debut
10 months ago
LukeC
Skilled Expert
LukeCSkilled Expert
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.

531
Daniel Söderlund
Skilled Expert
10 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

1828
jamesmichael3433
Community Debut
10 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!!

602
zachary.king
Skilled Expert
10 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

1782
trry
Community Debut
10 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

1052
churchillsonpriddy
Community Debut
10 months ago
K
Contributor
KevinEContributor
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. 

680
K
Contributor
11 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 -

131
S
Contributor
11 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)

3563
Jim Dumay
Skilled Expert
11 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.

10864
vanworm
Community Debut
11 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.  

212
mazuserdentons
Apprentice
11 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. 

1490
A
Apprentice
11 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.  

231
eeha0120
Skilled Expert
11 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!

421
S
Apprentice
11 months ago

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