Automations and Workflows

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?

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>}

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.

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. 

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.

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

Hello,We want to add the ticket type to the ticket list view to make it easier for our customers. Can someone help me customize the portal to include this? Right now, it displays as such:Ticket subject #ticket IDCreated on date via ticket source

Hi Freshworker :D  hope you all well :) I’m wondering if someone linked redmineup with Freshdesk ticketing system or any type of automation? 

I’ve got a user, that sends in, let’s say three emails to freshdesk, about a minute apart (all different subject lines).   Freshdesk seems to merge those tickets automatically into one.    As far as I can tell, we don’t have any automation doing this, nor can i find anywhere to turn this off.  Please Help.

Hi,For our Freshdesk instance the Field Service Management module is activated.At my company it is tipical to send 2 field technicians on site to perform a repair activity.To create the on site calls we create Service Tasks from tickets.In a Service Task it is possible to define the responsible field technician.But this can be done by choosing ONLY ONE from the list of field techs.Is it possible to setup Freshdesk system to allow us to assign more than one Field Technician to the same Service Task ?Thank you!

I have created a workflow with App Orchestration to SSH into a server and run a bash script that uses the aws cli to update some security groups. My workflow works fine to a point. It gets up to and runs the SSH script successfully via the orchestration server then workflow stalls waiting for something from a orchestration listener. I find no supporting documentation on this or if there is anything specific I need to echo or send from my bash script. The only errors I see in logs on the orchestration server state it is not sending to rabbitmq which did not get installed with the OSR. The server is online. It has internet access, however there isn’t even a execution log generated. Has anyone seen this or know what the communication issue might be?  Workflow is waiting for another event Orchestration Listener

Hi.I generated an XML export of All tickets, users etc. from the Freshdesk account, but there’s no resolved-at or closed-at field. How can I calculate it? I may assume that the updated-at is the closed/resolved date, but I doubt it is always the case as there’re some updates that can happen to the ticket even if it was closed a long time ago.Does anyone have any advice on how to get those? This is a basic metric that is available via API, but how to extract it from XML file?Thanks!

We’ve been emailing invoices to our customers with a from address of our accounting team, and a cc address of our accounting team for the past 10 years. Reason being we want the accounting team to get a copy of the invoice as well as to receive any response from our customers. To: customer@xyz.comCC: accounting@us.comFrom: accounting@us.com We decided it would be better if our accounting team started to use Freshdesk so we change their email address to route to Freshdesk, but our email invoices didn’t create a case. Freshdesk support told us it’s because having the to address(actually it’s cc) and from address the same that it would create a loop so they detect and block case creation.... The explanation seems illogical, but regardless we can’t change how Freshdesk works…  Is there a way to accomplish what we want(create a case for invoices  emailed to customers, and if the customer responds the response routes to the Freshdesk case) via sending an email or are we forced to use their A

What should happenAgent selects the ticket type Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket  What is happeningAgent selects the ticket type Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket Scenario errors because it thinks there is no ticket type – even though there is one picked by the agent already Current work aroundAgent selects the ticket type Agent hits update/save Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket This works

I am struggling trying to figure out what is a bug, and what is just not available in the free version.   The canned email for resolved tickets in the free version states that the ticket will reopen on reply.   I tested this and it does not reopen the ticket.    So, is that a bug or just something that is not available in the free version?    

Good day.I would like to know, how can I use freshdesk to expand the interest of my organization and engage effectivly with the freshdesk community.

If an agent opens a ticket on behalf of a customer it should already be marked as responded for SLA tracking purposes. Currently it sits awaiting agent response in accordance with the priority number.  In other words it is awaiting a response that already happened by virtue of the agent having opened the ticket and and placed the customer as the contact. The agent should NOT then have to follow up with an empty response just to meet the SLA.  This obviously would be different from tickets generated from automation and only apply to a self-assigned tickets manually opened by the agent.  If it were re-assigned to a different agent then the clock should start for a response. 

 Hello, I have a question about automations in a multiple customer portals setting : How can I change the customer portal all links in automation's notification email?We have several portals (4 to date, maybe more later). Each portal is designed for a distinct type of customers (external and internal customers).My problem is: i want to adapt customer portal linked in the notification emails sent to customers and agents following the portal were the ticket originated from.Is it possible?If yes, How?Thanks for your help!Mathieu.

When ever A ticket is created, I would like to  Add a Automatic Reply to that Ticket on behalf of an Agent. Why on behalf of agent: So, the reply goes to Customer Inbox and Also gets updated in Ticket[i’m currently using automatic-emails system, but that reply wont get appended in ticket] Sample AUTO REPLY, Which I’m looking to Add.  Is there any way to do it in freshdesk or any premium app ? We got your TicketTicket ID: #{{ticketID}} Email: {{ticket.from_email}} Phone: {{ticket.cf_phone_number}}If the above Phone number is incorrect, please reply to this email or contact Live Chat Support Immediately.

Hi Communityi need to update approx 2000 Tickets what are “in one” of my Agents accounts to a “neutral” accounthow can i do a bulk update for this? found also no solution with scenarios, workflow ad so on.

Hi Community  if i set a workflow in my case the alert via Webhook to Teams how can i format the text with some basics like “new line” after some fiels oth just that the text looks a bit better readable?

I want to create an automation that runs on ticket creation from an outbound email, anytime any agent creates a new email. So in FreshDesk they click  [+]New --> New email.  This sends an email but it also creates a closed ticket.  I want the automation to trigger specifically for tickets created this way.I tried creating a workflow that runs when the ticket is created and the Source is outbound_email however this doesn't trigger when an email is sent.   We run a webhook on ticket updates, however no matter what I try as settings I cannot get one to run on outbound email tickets.

Hi Please help me to understand if we have any functionality to highlight the open tickets whenever any response received with customer on ticket. Current Scenario: Whenever we have responded to a ticket and customer is responding, its changing state with customer responded but that moment user asked manager for approval and it's not related to us for act but after few hours, manager approved but we didn’t get to know that there is an update on tickets due to large number of pending tickets in queue (approx. 70 tickets) hence would like to enable feature if possible to bold such tickets whenever a response sent by users.

I don't get notifications when users create tickets.I have configured an email address in the email settings.

hi all, newbie here, please do we know how to link a cognito form to freshdesk? ideally we want to auto assign the tickets to a specific group (team in freshdesk) to notify the appropriate people. Any help greatly appreciated, i have already created a test form in cognito forms with around 5-6 fields. i have inputted our general freshdesk email account address too but when i run a test sumission on cognito side, no ticket is raised, am i missing something? thanks in advance, Mike