I use an automation account in Azure and have a runbook setup to connect exchange online that performs exchange tasks like OOO, mailbox and calendar access, etc. then use workflow Automator to trigger when the service item is requested for one of those things using a webhook

Thanks for raising this! You’re absolutely right — for Hourly Triggers to be fully effective, they should support Contacts as well, not just Tickets. Something’s brewing on our end and you’ll get to see more exciting updates in the coming months!

The current limitation around multi-language setups is a known challenge, since action text localization isn’t supported yet. 

As you mentioned, there are a couple of workarounds:

Create multiple automation rules that match the Requestor’s language and send a localized reminder.

Enable action text localization — this would be the ideal solution, allowing reminders to be fully automated in all supported languages.

Our product team is aware of it, so hopefully we’ll see a more streamlined solution in the near future.

Great question. Orchestration is something that is not supported out-of-the-box with Freshdesk automation but this is something you can achieve using a middleware. This usually requires a middleware (like tray/workato) to which you can send ticket or contact information from Freshdesk, and then orchestrate the action in PowerShell. Similarly, updates from PowerShell can be sent back using our APIs to update a field, which can then serve as a trigger for an automation that sends an email.

Hi, do you think we can add the ability to drag and drop around in the automations board instead of cloning or adding new triggers, etc. For instance if I want to move an action before one of my conditions that are currently sitting after it I can drag it around. Also to be to “smarten” up the board instead of having a 3 page horizontal scroll after adding new conditions, etc. to existing workflows?

I am fairly new to FS and have been making some rudimentary automations. Do you guys have any training on making specific types of automations such as automations that add events to Google Calendar? Also, when adding users to software assets there is no bulk uploading option.  

That’s an excellent suggestion. I personally support the idea of a visual automation/workflow builder, as it makes workflows much easier to create, maintain, and follow. Our product team is currently exploring ways to rethink workflows in Freshdesk, and we’ll be sure to pass this feedback along to them.

Multiple triggers on the same ticket:
At the moment, Freshdesk time triggers can’t be chained together (i.e., one trigger running after another). The best workaround is to create separate time triggers, each with its own time condition — for example, one after 3 days, another after 5 days, and another after 7 days.
To prevent overlap, you can include an additional condition (such as checking for a specific ticket status or custom field value) so that only the appropriate trigger runs at the right time.

Adding a message or reopening a ticket via time trigger:
Time triggers can send email notifications or update fields, but they currently can’t add private notes or internal messages.
If your goal is to reopen a ticket and notify the agent to take action, a good workaround would be to:

Change the ticket status back to “Open”  and

Send an email notification to the agent or the group 


Using tags in time trigger conditions:
At this time, tags can’t be used as conditions in time triggers. A practical alternative is to use custom fields, which can be referenced in automation conditions.

That said, support for using tags in time triggers is one of the most requested enhancements from the community, and our product team is aware of it — so keep an eye out for future updates!

I think I did not explain myself well enough but I am already doing what you suggested on all of these tickets.  Thanks for the update on Tags.  I would love to see Private messages also added to the list of wants if possible.  We are trying to keep things out of personal email inboxes if we can with this work. 

Sara

Hi, this could just be me but I would like to see Requester workflow automations. For example I was recently asked to make 150 requesters VIP’s in freshservice, this had to be done manually (I am sure CSV import, script and API post would have worked as well but by the time I had the done I would have completed the task anyway) but things like that where for example.

trigger > requester created
Condition > requester has X title and located in X location
Action > mark as VIP

I couldnt think of a Freshservice way natively to do this automated.

I understand you’re looking to automate actions on requesters in Freshservice. While I’m not a Freshservice expert, I believe you can achieve this by exporting the list of requesters, making the necessary changes, and then reimporting the CSV, without relying on automations.

I find it challenging to determine the actual path a ticket has taken within a Workflow. We have just come off of Ivanti, which provides a clear visual indication of how the workflow was processed via a “red” line.  This allows the ability to easily view how each ticket has progressed through each workflow and the conditions met/not met, etc.

Any plans to include a visual representation of this in the future to help troubleshoot when the workflow does not progress as expected?

Will you be able to share how your flow looks like? How you set it up in Azure with the runbook setup. Sorry, not quite good with Workflow. Thank you!

Hello!

Sure, I have a fully documented process, let me sanitize it and I will get it over to you.

Hi ​@maverick1523  - how best to get the document over to you please

This sounds super helpful! Workflows can be tricky, but tools like Delta Executor make it easier by running tasks in the background — kind of like a quiet helper making sure everything happens at the right time. Excited for the chat!