Automations and Workflows

Hello Everyone, I hope you are doing fantastic. I am seeking help from you guys in performing one of the automation processes. I am trying to automate the email notification to one of the shared accounts within the organization for a particular service item requested in the ticket. It will be a great help if anyone can let me know the process. I have been trying with the automated workflow option but couldn’t find success.

Hi I am hoping someone can help. We are using email commands (@simonsays) to log tickets from emails populate fields such as category, group etc. These emails come from another system so we dont want to use the from address as the Requester. We achieve this by using the email command to write the email address as a string to a custom field and then use a Webhook to copy this text to the Requester field as below. This all works well. However we now have a requirement to add another email to a custom dropdown list that is also using the requester table. This dropdown is called “Person_Search” I am completely stumped as to what I need to put in the Webhook to replace the “email”. I have tried “Person_Serach”, “Person_Search_Email”, “lf_Person_Search” (and all the other endings and also. { "custom_fields": { "{lf_person_search_email":"{{ticket.mailbox}}",} } Any ideas?

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

Are there any events in workflow automator that can detect when a note/conversation are added to ticket? It seems like new notes/replies added to a ticket do not fire off the Ticket is Updated event in my workflow automator.

I am trying to get the umber from the string but getting the “Invalid Syntax - One of its operands is invalid.” error, will someone help me with this. substring('Your request to Terminate for Test User ID number 12345',indexOf(length(replace('Your request to Terminate for Test User ID number 12345 has been approved and has completed','has been approved and has completed','')),'number',0))

Is there a way to turn off the SLA time within the Android FreshDesk app? I have it turned off when I go to the admin - workflows - ticket fields - status settings, but when I open the app on my phone, I still see the alerts “OVERDUE” and “RESPONSE DUE”. I would like to have those turned off, so any help would be greatly appreciated.

Hi Team, I would like to know what this below paragrah which is mentioned in your api documentation means. If you’re not getting a result for the above query, there’s a chance that the field might have been created recently or it has been moved to a new infrastructure. To query on these custom fields, use ‘custom_string’ instead of the actual field label. And how do i acheive my search with custom field if this is the condition.

Would like to test this from FreshDesk (FD) Sandbox to FreshSales (FS) Sandbox... When a new FD Ticket is created with the type ‘New Customer’ can an automation be done to create a ‘New Deal’ in FS? The aim is to track all our new business, even if its from an existing customer who creates a support ticket, requesting additional business, then a New Deal would be created in FreshSales.

We still do not receive an email delivery failure notification when we create a new email. We can create an automation rule when we reply to the ticket to a wrong email. However, it’d be great to have a failure notification for a fresh/new email created as well.

Is there a parameter for the reporting manager of the agent on the ticket? I’d like to send an email to them in a workflow.

Someone correct me if my thinking is completely wrong here, but I don’t understand why certain cloud integrations are not Native features of Fresh Service. They can still be in the app market place, if desired, but should be 100% developed and managed by Fresh Service corporate. I support having a 3rd party app market place, but some features are too foundational to an ITSM product (for many environments) to trust to a 3rd party. Example: The asset tracking features of fresh service offers a lot less value if it don’t sync with the customer’s MDM product. In my opinion, there would probably be a dozen or two major IT companies that Fresh service should have native integration or official market place apps for. Fresh service has a native discovery probe. Why isn’t that a 3rd party market place app? They saw reasons to make that a native product. They need to do the same thing with other critical features like Asset sync with cloud services.

As we understand this issue, we: Can not change the five stages in the hiring process Can not change the “default” substages within these stages Beyond the limitations above, we can not set a custom template of stages and sub-stages for *all of our recruitments* Can someone confirm/clarify any or all of the above? These are all surprising and disappointing limitations for a premium product that otherwise has value for us. Please remove these limitations on customization to reflect your appreciation of diverse hiring processes and approaches and your acknowledgement that “Every job role requires a different interview process.” Thanks.

Hi, I am creating an automation wherein I send test emails (using power automate) to our helpdesk email with an HTML table within its body. HTML table is working fine when viewed through browser or if it’s sent to a non-helpdesk email, unfortunately when it is being sent to our helpdesk email it is being formatted with no CSS. How the email body when it is sent to a non-helpdesk email (my personal email): How the email body received by our helpdesk email: I’m kind of stuck if the issue is with my email body or is this being limited by the platform.

Hi This is probably a really silly question, but I’m an admin in our FreshService instance, and I can create and update any workflow automations, however I can’t see any Execution logs. When I click the option, I get a message saying ‘no transactions found’ when there clearly HAVE been some workflows working as my tickets are updating as expected. Is there a role or some permissions that I need to be able to see this please?

Hello, we have a workflow that it’s basically a Create user Workflow for microsoft active directory (on premise). Suddenly yesterday we noticed that it’s not working anymore, we checked the entire workflow and server config, nothing changed, the ports are open, the orch connects to the server etc.... The freshservice logs says that the user has been created but actually it’s not created. If someone had same problem let me know if there is any solution to this. It’s not something really complicated, it worked with no problems for months.

Hello, I was wondering if anyone has an elegant solution to automatically update a picklist field (territory) based on another free text field (country) For Example. If Country = USA, United States, Canada Update Territory to North America I know I can do this via a workflow, but due to the number of countries and territories, it will become 8+ workflows. The Territory values i’m looking to automate are below. Cheers. Northern Europe Aland Islands, Denmark, Estonia, Faroe Islands, Finland, Guernsey, Iceland, Ireland, Isle of Man, Jersey, Latvia, Lithuania, Norway, Sark, Svalbard and Jan Mayen, Sweden, United Kingdom, UK, Scotland, Wales Southern Europe Albania, Andorra, Bosnia and Herzegovina, Croatia, Gibraltar, Greece, Italy, Republic of Macedonia, Macedonia, Malta, Montenegro, Portugal, San Marino, Serbia, Slovenia, Spain, Vatican City Western Europe Austria, Belgium, France, Germany, Liechtenstein, Luxembourg, Monaco, Netherlands, Switzerland Eastern Europe Belarus, Bulgaria, Czech

Will you solution with Freddy AI work with all languages as OpenAI dos or only the major ones? More specific could Freshchat and Freddy AI talk to our customers in Norwegian?

I want to make a workflow for mails recieved between Saturday 20:00 to Monday 05:00. For the saturday i try this: if(weekday({{ticket.created_at}}) == 7 and substring({{ticket.created_at}},11,13) > 20) But i keep getting "invalid operator” errors. als i cant seem to find a list of what format the value of the placeholders (like {{ticket.created_at}}) are. Can someone help me on how i can do this?

Is this possible? Let’s say I have a client that creates a ticket by email. In this instance, it comes in from testco.com with subject of Server not accessible. Can there by a processing rule that could then append the subject of the email with the company name and change it to: Testco Server not accessible for the ticket?

Hello, If a ticket is merged together the secondary ticket will get closed. So the requester gets an email saying it is closed. I want to make a workflow whereby if the requesters ticket gets merged, that they recieve an email saying that the ticked is merged. This is what i got from this forum: I’m new to freshservice so i hope this is possible

Tickets are not getting reopened while the customer responds to a closed ticket and you are unable to keep track of the same.

Hi, I’m trying freshdesk and trying to implement it at our company. I have several agents who can access the support email and most of the time they CC the support email when answering a client so that we can all keep track of what is being sent. Will this create a new ticket everytime the support email is CCed? Is there a way to create a rule saying when X, Y and Z send emails to support email do not create a new ticket?

Hi, Customer would like to reduce the first response time to less than 15 minutes as there's an internal policy where an issue has to be addressed or the ticket to be tagged to a respective Customer Support Agent by helpdesk agent within 5 mins of the ticket having got generated. It would be more helpful to us if you could provide us the solution with regards to the change of minimum first response time in the SLA.

We need 'Ticket Update' event to be triggered when updating the custom field update. We are not getting the same custom field name in the event payload. Because the custom field name is different from the ticket get API. Kindly help us on this.

Hi, Please suggest how to implement the below use case in freshdesk in the best possible way? Customer mails the issue to customer support and ticket gets assigned to GroupA GroupA analyzes the incident and wants to redirect the ticket to GroupB. At this point of time, groupA needs to have a view of the tickets that they have redriected to GroupB GroupB analyzes the incident further and comes to a conclusion that this problems requires intervention from GroupC. and redirects the ticket to GroupC. At this point of time, GroupA and GroupB needs to have a view of this ticket. I find the use case of shared ownership very limiting and restricting. Moreover, it is not possible to create a child ticket of a child ticket. Please suggest the best way around?