Automations and Workflows

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

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 thro

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.

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. )

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.

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.

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!!

Notification emails have stopped being delivered to my gmail account due to DMARC policy at freshdesk.com Any 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 initiative. g15-20020ac84b6f000000b00417a09a99b2si402338qts.724 - gsmtp", "session-seconds": 0.

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.

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 -

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: Summary Conditions If Status is Open OR Pending OR Waiting for Information AND If Hour Since Requester responded is 43 Actions Set Status as Resolved AND Add watcher (manager) AND (agent)

Hi All I created Automated tasks, however when I Complete the task, the Task Reopens Automatically…. I am using the SandBox environment.

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.

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.

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!

Hello Everyone, are there any organisations that have built a complaint handling workflow in Freshdesk that can offer any tips or insights? Specifically how to use Freshdesk to manage a complaint workflow with two stages and time frames for each stage for an external facing complaints procedure for our customers.

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.

We have been using Freshdesk for almost two years. Today we noticed that we aren’t receiving notifications for New Ticket creation, customer response, notes, forwards, etc. . It was working until today, I double checked the settings and everything is turned on and agents are added. Is there something else I need to check, how do we correct this?

Hoping someone can help. We are a data centre company and have racks associated with customers. When customers want to visit their rack, they need to raise an access request (service request). The service request asks for the date and time of the visit, along with the customer details. The request notification is sent to the security desk to validate their entry upon arrival. Our customers are “contacts” which are assocated with the customers “company”. When a ticket is created, the customer doesn’t always know the racks (assets) associated with their account. I’d like to create a workflow that automatically searches for all the racks associated with that contacts company, and appends the rack ID to the ticket. I believe the process could be achieved by creating a webhook post that looks up assets, but am struggling to understand the API documentation. So in essence, the logic would be: Contact creates service request ticket in FreshWorks Workflow automator identifies the company assoc

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? Thanks Mat

Hello, I would like to know if there is anyway to block agents from changing tickets priorities. Best Regards

Our company does a lot of service tasks for B2B customers, and they often have more than 1 item for us to service. I have not been able to find any way for us to record these items in Freshdesk without having us type the items into the description box or any other free text fields. I would like to have a way we can record all items, AND draw reports on them. Anybody have any idea?

Is there a way I can autofill the CC mail when a user click on the forward btn?I found it can be done through workflow action, but it works only when you click the reply btn?

In Freshdesk, is there an option to have smiley face in satisfaction surveys? I see that it is in Freshservice but I don't see how to do it with Freshdesk for clients. I think that this option of the faces is much more focused on Freshdesk and customer service, when can we have this feature in Freshdesk satisfaction surveys? It is important in the eCommerce channel to improve the CRO, among other things. I await your response, Thanks a lot!

I want to see the CC button on the submit a ticket page when I select "Can CC Only company contacts" from the ticket fields. I checked the Display CC Field check box from Ticket Fields. I can not see the Add CC button when I check my ticket form. Note: If I select the “Can CC any email address” I can able to see the Add CC button in ticket form. When click the “Can CC any email address” But I want to see the Add CC button when I select “Can CC only company contacts”. When click the “Can CC only company contacts” Note 2; I have contacts assign to a Company.