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Using Freshdesk
Automations and Workflows

Automations and Workflows

Using Freshdesk

340 Posts
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340 Posts

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DirkHContributor

asked in Automations and Workflows

Help with creatich expression

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?

scottersApprentice

asked in Automations and Workflows

Freshdesk Email-to-ticket Append Subject?

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?

AukesApprentice

asked in Automations and Workflows

Sending email to requester when ticket is merged

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

mateorialApprentice

asked in Automations and Workflows

When a ticket is closed and the customer responds, then the ticket is not reopened. Any solution?

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

Runwolf1991Apprentice

asked in Automations and Workflows

Outbound email rules when CCing support email

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?

Vignesh RajApprentice

asked in Automations and Workflows

Need changes in SLA

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.

PriyadharshiniApprentice

asked in Automations and Workflows

Will 'Ticket Update' event trigger when the custom field is updated?

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.

BonesawContributor

asked in Automations and Workflows

Problem with dependent fields

We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?

Abhishek Sharma IntanglesContributor

asked in Automations and Workflows

Please Suggest best combination/usage of parent child and shared ownership

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 GroupBGroupB 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?

amir_16506Apprentice

asked in Automations and Workflows

how to trigger webhook upon ticket closed by system?

Hi, I have automations to close the ticket (mark status as closed) if user don’t reply in 48 hours.I need to trigger webhook if this happens, so that I can close ticket on external system automatically.Mind you that Time Triggers don’t have Trigger Webhook function. Under Ticket Updates, I have one automation to trigger webhook if status changed from any to closed/resolved.This works if user/agent are the ones doing it. However, if it’s executed by System (under Time Trigger), I cant do it. Any suggestion/workaround how to achieve so? If I put Tag using the Time Triggered automation, it wont capture either because it’s done by System.Freshdesk support just dismiss me saying that it’s not the functionality offered at the moment.Thank you all.

markus.finsterContributor

asked in Automations and Workflows

Add a second contact as CC to a ticket

Is it possible to add a 2nd contact to a ticket, or an alternative email address *and keep it*?We occasionally have clients who are communicating with us on one email address, but ask us to cc a second email address - usually their spouse or work email.You can do that per reply, but it has to be set again with every reply if the client didn’t open the ticket with a cc in the first place.

willstrudelApprentice

asked in Automations and Workflows

Creating custom placeholders in FreshService

I am trying to use Webhooks in Workflow Automator to return “Last Private Note” or “Last Updated Time” from tickets, is there a way to configure custom placeholders?

thisismebb22Top Contributor

asked in Automations and Workflows

How to filter tickets on status?

How would one use the filter pane when viewing tickets to see "requester responded"? I can see it in the tabular view but cannot seem to locate a filter for it. This would easily allow a view into a question being answered by a requester to proceed with ticket execution.

CEShtrxApprentice

asked in Automations and Workflows

Stop emails from Creating Tickets

How do I turn off or stop the ability to create tickets from people just emailing.

Oriol RipollApprentice

asked in Automations and Workflows

Organising Scenarios

Hi there, we have a lot of differents scenarios (we talk 6 languages) and I think that it’s necessary to allow us to classify Scenarios into folders, or give us the option to search by name of Scenario. Right now we have to navigate page by page and we lost a lot of time. A serach option in Canned Responses and Ticket templates would we nicee too. Thank you,Oriol

LDiFrancoApprentice

asked in Automations and Workflows

Scheduled Tasks using System.Current Date run a day early

I’ve recently taken on the project to re-vamp our current offboarding process and to explore our options with Freshservice. I found the out-of-the-box scheduled workflow for adding tasks on the day of separation, however it seems to be running a day early.To be more specific, I created a test offboard request yesterday for a user to offboard tomorrow, 4/21. However, the workflow did its check this morning, and processed the offboard as if it was scheduled for today, 4/20. The condition is set as “End Date is System.Current Date”, and I’ve confirmed that both the System.Current Date and End Date are the correct values. Is there a more accurate condition I can have set up to have the task run only on the scheduled day and not a day early?

jasonishApprentice

asked in Automations and Workflows

How can agents response to new tickets with email?

I want my agents to primarily interact with customers over email, but have issues when an agent responds to email notifications from FreshDesk.In my setup I have agents in a group, all new tickets get assigned to that group resulting in a “Ticket Assigned to Group” notification.When an agent responds to that notification, it appears a new ticket is created, rather than a response going to the requestor.Is an email driven workflow from the agent side possible? If so, are there any recommendations to achieve this?Thanks

Giuseppe.FerrettiApprentice

asked in Automations and Workflows

change ticket opening source

it happens that the customer calls and opens the ticket from the portal during the call.I would like at that time to be able to change the field by setting it as a ticket opened by phone and not by portalWould it be possible to do this somehow or implement a new feature?

damsApprentice

asked in Automations and Workflows

Mail merge based on common words in different mails

Hi,If there is a common word in two different mails, is there an automation for combining two or more mails?Best regards.

ArnoldGTop Contributor

asked in Automations and Workflows

Automatic/OOO Replies from customer

Has anyone ran into the issue where, when you respond to a ticket and the customer is OOO - you get the notification which in turn creates a new ticket.If so, how did you solve the issue by automation to remove the “false” new ticket created?

lkeyesSkilled Expert

asked in Automations and Workflows

Notify all agents of a ticket assignment in Freshdesk

Hi, all…. I’ve had a request from my agents to be notified via email when*any* agent has been assigned a ticket, or an agent picks up an open ticket. Looking in the admin section for email notifications, I don’t see this as an option...is this something that we can facilitate? Having this capability would be especially helpful in off-hours, so that our on-call person would get a notification if a ticket has been picked up by another on-call person. Logic would be: If (ticket assigned to an agent) {Send email to all agents with subject: “Ticket <ticketnumber> has been assigned to <agentName>}

AceTechGuyApprentice

asked in Automations and Workflows

Ticket Field Formatting

We service customers from many locations. We need to copy the shipping information from their ticket into our ERP to ship them parts. Is there any way to have ticket fields with formatting. Phone number = (123)456-6890Address Is:Addr1Addr2CityStateZipvs one large text box.Force all fields except email to be uppercase.

AC HumarangApprentice

asked in Automations and Workflows

Automation: Email being assigned to a different group

We created rules for automation. Multiple groups and it seems that the ticket is being assigned to another group instead of the right group. We are experiencing this on the email but in the portal it is perfectly fine. We have multiple groups and rules and this is the only group that is not working correctly. Please help.

FerryantoApprentice

posted in Automations and Workflows

Custom Dashbord Time Trend

Hi, We have a customer that needs to see the live performance from the custom dashboard. They want to get the SLA for tickets that come from Email but the Time Trend and SLA Metrics widget can only filter by Groups. Could we have a feature where the Widget from the Custom Dashboard can be filtered by sources.Thanks.

Abhishek Sharma IntanglesContributor

asked in Automations and Workflows

Group Redirection based on to email address

Hi,Is there any way to redirect a ticket to group, when a specific email is mentioned in “to” email address.

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