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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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TanvikApprentice

asked in Automations and Workflows

Proactive Outreach Limit

How many emails can be sent in one outreach using the option of “Proactive Outreach”?

TassiloCContributor

asked in Automations and Workflows

How to add fields to the ticket list view in the Freshdesk portal?

We would like to add fields from the ticket to Portal view ticket list, especially the ticket_list snippet. In it we would need to show additional standard fields like type and closed on as well as custom fields.Moreover we would like to change the display of a single ticket from “card” to “list”, similar to the option in the agent interface.Any ideas would be highly appreciated.Tassilo

dpetrinoApprentice

posted in Automations and Workflows

Freshdesk Jira automation, populate fields by default

Our goal is to create a report in Jira to show all Jira issues created by the support team. Preferably with information thats filled in automatically. I know we could manually enter information into a synced Jira field, like a Label.We also already have a report in Freshdesk since Freshdesk tags the case with the Jira issue number, but our engineering wants one of their own in their tool. Is there a way to automatically populate the Jira fields when creating a Jira Issue with the integration or an object in Jira thats populated with Freshdesk information that we can filter on? There is the Freshdesk widget in Jira, but Jira does not filter on that to create a report.

MartinZApprentice

asked in Automations and Workflows

Email notifications not sending

I am setting up our new account. I created a test agent, using my personal gmail address. That address receives “Ticket assigned to agent” and “Note added” email notifications, but not “New ticket created” notifications. I also set up two agents with emails addresses using our company domain (so patti@ourdomain.com and debbie@ourdomain.com). Those emails received the original verification email for new agents (and I verified them), but they don’t receive any other email notifications. I’ve checked that the notifications are toggled on the DKIM verification worked fine. What else should I try?Martin

pedrolunardiSkilled Expert

asked in Automations and Workflows

Update automations

Hello guys. How are you?Currently, when we put a condition that considers the description text, Fresh understands that it's just the FIRST message sent via description, correct?Has anyone ever needed to do an automation that looked at any message sent, regardless if it's the first one or not? Any palliative measures for these cases?I think of this for subject and keyword mapping automations. It would be nice!

bzh027Apprentice

posted in Automations and Workflows

Zendesk Import - Automations and Issues

Looking to hear from users who have successfully migrated from Zendesk to Fresdesk. I am going to try it on a test account, but my only current concern is that users or other agents are going to be spammed with notifications and emails when I move our old Zendesk account to the active Freshdesk production environment. Any insights on this process and ways to minimize disruption to a production environment would be appreciated. Thanks,

Chris S.Skilled Expert

asked in Automations and Workflows

Mail externally from time triggered automator

Hello, A Customer of us has a Time Triggered Automator set up so that the assigned agent gets an email after X hours assigned.But, now is the question, can we also mail someone that is externally?I couldn't find any workable option, but maybe someone knows a good app or workaround for this?Kind Regards,Chris.

HVATop Contributor

asked in Automations and Workflows

Dispatch'r and admin/automations/ticket_creation are duplicate functionality?

Hello,I have just confirmed with support that there is zero difference between Dispatch’r and admin/automations/ticket_creation. As a new user I find it really confusing that there are two parts of the application that do identical things.If the product roadmap going forward is to keep the Admin → Automations screen (and treat Dispatch’r as old) then please consider:Working with existing users to migrate their existing Dispatch’r logic into the new view and letting them know where to find this logic Hiding the Dispatch’r UI from new users who don’t have any rules set up and won’t miss it’s absence (as they can already do everything they wanted to do with Dispatch’r in Admin → Automations)Many thanks

Paul CoyneApprentice

asked in Automations and Workflows

Auto email customers when ticket status is changed

I would like the customer to be emailed if the ticket status is changed. I can achieve this if an Agent changes the status, but I can’t see an option to do this if the System changes the Status. The System changes are limited to mail or overdue events.

BernburgerinTop Contributor

asked in Automations and Workflows

Email notifications / automations to address contacts in a personal way

I have captured the custom contact field salutationI would love to addressFemale contacts as: Dear Ms Smith Male contacts as: Dear Mr Jones Companies as: Dear customer Blank records as: Dear customerHow have you solved this? We have already tried:salutation under customer fields plus liquids (two different kinds if and case). The first 2 options always look good (in whatever order I have them), but not all 4. salutation under customer fields plus salutation under ticket fields plus email notification: this doesn’t work as the email notifications will always add the last name which I don’t want in the company and blank case.Running out of ideas…

RbagumyanApprentice

asked in Automations and Workflows

email all users in merged incident ticket when the issue is resolved.

Hi Team We just started using Fresh service ticketing system and wanted to ask a question. I made a master ticket and added 32 slave tickets to the master. I wanted to know if I enter a note and use resolve status code to close the ticket. Will all 32 users be sent an email notifying them that issue was resolved, and will the note be displayed?

SLA bringing down from 15minApprentice

asked in Automations and Workflows

Dear Team, Based on the use cases and specially having Freshdesk tool in the Healthcare or in major business there has to be provision to reduce the SLA according to their process.We have seen all this possibility in every applications like Salesforce, Zoho, Zendesk,Kapture and many other. Its really important for freshdesk team to take this issue on priority otherwise there might be dropping rate of clients like us or more…Hope to see more inputs and some measures to work on this. ThanksNisha

Jean LalondeContributor

asked in Automations and Workflows

Email server error when sending notification to requester after agent reply

Yesterday I received this error message “Email rejected due to an unexpected error. Please try again after sometime.” I tried again today and received the same error message.At this time, I received this error only for two different email addresses under the .de (Germany) domain. I can send email to theses adresses from a GMail account.Any explanation or solution to this issue. Thanks.

sengleApprentice

asked in Automations and Workflows

Notification Email Groups not working

Apologies if this has already been answered, I searched the forum and was not able to find this scenario. We have setup automated Requester Email notifications for new tickets, and the notifications work perfectly if a new email is sent directly to our Freshdesk email (e.g. support@acme.freshdesk.com), but we do not receive the Requester email notifications if our email (support@acme.freshdesk.com) is a member of an email group. We have a group email box (e.g. support@acme.com) that includes multiple people, including support@acme.freshdesk.com, and we are not receiving automated Requester notifications when our Freshdesk email is a member of the group. Any ideas? Thank you!Steve

SteveVContributor

asked in Automations and Workflows

SLA Based on Ticket Category?

We’re a special needs school evaluating Freshdesk for use as an internal corporate help desk system. We’d like to apply SLAs based on the category->subcategory and priority of the submitted ticket.For example: assume we have a ticket category and subcategory such as: “Facilities->Building Security” and a staff member submits a ticket for this category with an Urgent priority. We need to be able to assign an SLA for this specific ticket type which likely has a very different response and resolution times than say, an “Urgent” priority ticket submitted with the category and subcategory “IT->Internet Access Down”.Unfortunately, the SLA “Conditions” are very broad (Company, Group, Product, Source, Type, Contact Segment, Company Segment) and don’t allow creating an SLA based on ticket criteria.I’ve also looked creating a new “Ticket Creation” automation hoping I might be able to handle setting the SLA. But while I can select the desired ticket Category, Subcategory, and Priorit

Jessica CoriaApprentice

asked in Automations and Workflows

Email notifications

Hi team.I have a question, do you know if it is possible to reduce the minutes to 20, in this section of freshdesk.I share image.Thanks for your help and timeJcoria

mlewisApprentice

asked in Automations and Workflows

How do you handle the Next Response situation when it's not really needed?

I’m sure nearly everyone using Next Response SLAs is dealing with Next Response being calculated and measured with it isn’t needed. Examples:Customer is just replying, “Thank you.” A customer cc:’s their IT ticket system, and agent replies trigger an automatic reply from that system to the ticket. The customer is having an internal conversation with their own staff by using the ticket thread. There’s nothing for an agent to do or reply to.We haven’t figured out what to do with these other than make sure the agent objectives don’t require a 100% SLA adherence. The problem with that is agents and managers still have to look at those ticket even if just to say, “Oh, no reply needed.”How do you all handle this?

Paul CoyneApprentice

asked in Automations and Workflows

Automatically add a Cc email address for specific customers.

One of my customers wants to be included in any replies from Support if the ticket is logged by a different person in their organisation.Can their email address be automatically added to the Cc field?Another thread on this forum says it can be done with Dispatch’r but it seems this functionality is no longer available.Thanks for your help on this.

bilel hamadiContributor

asked in Automations and Workflows

Remove/edit default ticket fields

Is there a way to remove ticket fields from right from the ticket page without using an app?

jasonishApprentice

asked in Automations and Workflows

How to notify all agents, or a group of agents on New Ticket Created

Is there a way to simply notifiy all agents, or a group on new ticket created? Keeping individual agents updated on Admin/Agent Notification per type seems rather error prone. Thanks!

atrigolApprentice

asked in Automations and Workflows

Automatic responses are not visible on the ticket

I have created automatic responses that get triggered under certain conditions.I was expecting to see them directly on Freshdesk, on the ticket that triggered the automation.However, the response is never visible on Freshdesk. Only on the requester email inbox.This way I have no way to know which ticket has been responded with an automatic reply and which isn’t.Any way to fix this?

cremijnApprentice

asked in Automations and Workflows

Embed ticket form in outgoing e-mail

Hi all,I am facing a challenge, for which I did not find a solution yet. The situation is as follows:We automatically send out an e-mail with a pdf from our internal system to a customer (no bulk e-mails). If a customer wished to react, I would like to have a link in our e-mail, that redirects to a partly-prefilled ticket creator where the customer must fill in certain fields and add attachments. Finally, I would like to view my automatic system e-mail linked to the customer reply, since I need the pdf on answering the ticket. I have thought of many solutions, but haven't found one that might actually work. Who can help me with a solution?Thanks!

sagiiApprentice

asked in Automations and Workflows

Multiple Forms Visual Representation

Hi,I have created multiple forms in the portal based and with FreshDesk default functionality these forms are available as drop-down in the portal.So my question is, instead of form drop-down can I have these form represented in any other visual representations (example each form as Buttons or Labels instead of Drop-Down Option) ?Please adviceThanks,

deepak.sharma507Contributor

asked in Automations and Workflows

Way to automate adding to-do list to a ticket

Hello all,As the title says, Is there a way to automate adding a to-do list to a ticket. I am looking to attach a list to a ticket based on certain conditions, so as whosoever picks that ticket knows what all steps are required to resolve it. I open to using 3rd party app. The endpoint to create a to-do list is also not available unfortunately. Thanks

Karthik swamyApprentice

asked in Automations and Workflows

Call is'nt getting routed to the call queue - Routing Automation

Hi All,Hope y’all doing good!I’m facing an issue regarding routing automation custom app in which the call should get connected to the respective routing action depending on the response sent by the app.Application is sending different responses based on the caller. I noticed the call is getting connected to the appropriate call queue in which i have set the response as “Geekfactory” But, When application sends the response as “invalid” in the routing flow which routes the call to the global agents queue but instead of routing the call to the global queue the routing flow breaks and the call gets disconnected instantly.Attaching the screenshot below,

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