Automations and Workflows

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. 

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!

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

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 throug

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.

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

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:SummaryConditionsIf Status is Open OR Pending OR Waiting for InformationANDIf Hour Since Requester responded is 43ActionsSet Status as ResolvedANDAdd watcher (manager) AND (agent)

Hi AllI 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.

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 associated

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

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?