Automations and Workflows

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

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!

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,

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.

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 

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…

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?

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 

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.

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 

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

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

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?

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.

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

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!

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?

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!

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, 

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,   

Hello,I use an automation script in freshdesk to publish some tickets info to a web service.Everything works fine {{ticket.id}}, {{ticket.subject}}… are transfered via JSON webhook like this : But, now, I try to transfert {{ticket.public_url}} variable to this webhook but this info is not in the choice list.Maybe I can use “advanced” JSON but I don’t know how is the synthax to put these variables into “even/freshdesk_webhook” part of the JSON structure…I think the best way is that Freshdesk development team adds this item in the choice list :Could you please help me ?  

Hello,At the moment the Reply is Sent rule will trigger whenever a response is created on a thread, even if that response came from a CC email and not the original requester.This is very confusing as the system will trigger “customer responded” on the ticket, even though it was actually the CC’d contact that responded.Has anyone figured out a way to have Freshdesk differentiate between these two?

I have it set that the subject is not required for the agent or the customer, yet the system insiststs that the agent enter a subject.  How do I make this stop?   

Hi,I'm trying to setup an automation rule so that when a customer replies to a closed ticket that’s got a specific tag (the ticket gets the specific tag when 7 days have passed since it was closed), that instead of reopening that same ticket, the last public comment is used to create a new ticket via a webhook.However, I have a automation rule that ranks third in the ticket updates order stating that “When an action performed by Requester When Reply is Sent If Status is not Open AND If Status is not Need to check Set Status as Open” (we would like to keep this rule for tickets that have been closed prior to the 7 days mark).I don’t have coding background but nevertheless I took the challenge head on. I am not sure why the thrid rule gets executed first when the first rule is the webhook one as per my screengrab.  

I have an automation that adds an ‘inbox’ tag to all messages and notes where I am the owner of the ticket or when a ticket is assigned to me. I would like to add another automation to remove that tag when I respond or add a note to the ticket. I am doing this to simulate an email inbox since the only activity view (that I know of) is the dropdown at the top of the screen that is incomplete and not very user friendly.