Automations

As per title. Why have a field manager that has no option for additional dynamic configuration.

i want when agent or requester is removed or deactivated from the system everything related to him automatically deleted like ( tickets - assets - nods)

Hi! Trying to build the following flow in Freshservice: A requester enters the portal and selects a SharePoint access request. They choose a specific site and folder, for example: “Finance – Budget”. Each folder has a responsible approver — we fetch this person via a GET call. For example, we get that kevin@company.com is the approver. We now want the approval email to be sent to that dynamic email address, based on the selected folder. ❌ The issue: The “Send approval mail to” action doesn’t let us reference a custom field or dynamic variable. 🎯 Question: Is there a way to send an approval to an email address fetched dynamically from the workflow? Or is there any workaround (API, automation, custom object, etc.) to achieve this? Thanks a lot! 🙏

Hi,I have a PowerShell script that automatically sends emails to external service providers in order to request the deactivation of user accounts in systems we don’t have access to.The emails are sent from the same address (max.mustermann@contoso.com) and the subject line always includes the ticket ID of the already existing service request.When the external service provider replies to this email address, a new ticket is created. My question is:Is there a way to add such a reply to the existing ticket as a note, or to merge the newly created ticket with the original one?

Hi Freshworks community,I’m facing an issue where my automation rules in Freshdesk aren’t triggering as expected. I’ve set up several rules for ticket assignments and responses, but some of them don’t seem to activate when they should. I’ve double-checked the conditions and made sure everything is configured properly, but the issue persists. Has anyone else experienced this, or can you suggest what I might be missing? Any help or insights would be much appreciated! Thanks in advance!

I’m looking to auto-create requestors, most likely using the WorkFlow Automator. We have all the information already within the Employee On-Boarding ticket. I feel it should be simple to go from the Employee On-Boarding to auto-create a new requestor. Maybe it’s already a built-in function that I’ve simply missed. Any assistance would be greatly appreciated. Within my own attempts, I’ve tried doing the Web Request option. But I keep getting “Invalid Host”. Not sure what I’m doing wrong there but I don’t want to keep barking up that tree if it’s the wrong path for me go down.

I’m looking for a way to display the SLA expected due date to the end user in their ticket view like the agents get. I’ve looked around and in the agent view it is a liquid filter that can be added to emails, however, the liquid filter can’t be used in the CSS (I’ve tried and FS confirmed). Pictures of what I’m wanting below. Yellow in agent view is what I want on the requester view.

Working on onboarding and offboarding and automations to cut down the related work. Offboarding gets a bit unique when it comes to time- For voluntarily separations, we usually want to handle those at end of day. That would seem easy enough to handle, to get last day from the offboarding form and use a timer to count until then? - or maybe scheduled flowsFor some separations, we need to make sure we don’t touch anything until we have more precise timing- locking out accounts after the user has had their separation meeting. I can think of a couple different approaches, and I’m curious how other people have handled this.

I’m trying to execute a fairly simple powershell script with a very long input … it works in microsoft powershell ise but not in Freshservice automation. The error reads like 400 completed_with_errors false Failed to decode:Unexpected character ('<' (code 60)): expected a valid value (number, String, array, object, 'true', 'false' or 'null') at [Source: Request-URI Too Large WEBrick::HTTPStatus::RequestURITooLarge WEBrick/1.6.0 (Ruby/2.7.2/2020-10-01) at TPVSINFPFS01.ad.toddenergy.co.nz:4567 ; line: 1, column: 2] AND the script is like: ConvertFrom-Json -InputObject @" {{P5.root.results.results_object}}"@ | Format-List where {{P5.root.results.results_object}} is very long, about 12K characters. Yes it is valid json, microsoft powershell ise has no trouble with what I am testing. I’d rather not write the contents of {{P5.root.results.results_object}} to a file. Any other options?

Hi everyone, I’m interested in learning more about YouTube automation. There’s a lot of buzz around using automation tools to optimize video uploads, improve engagement, and even automate content creation. I’m curious to hear your experiences with it—whether you’ve used automation for video publishing, comment moderation, or other tasks. What tools do you recommend, and how effective have they been in boosting your channel’s growth? Also, are there any challenges or risks associated with automating too much of the process, especially concerning YouTube's guidelines? Looking forward to your insights!

I want to create a scheduled workflow to run daily to do an action on tickets older than 60 days. Ticket age is not an option in Condition. Any ideas on how I can accomplish this?

I am trying to update the description on a ticket via API call. The description will be multiple lines though. I cannot get the JSON formatted to be multiple lines though. Also, of note, the use case is creating child tickets in Onboarding and I need the description in the newly created child ticket to be like the inherently created child tickets in the Onboarding module.

Hi, Is it possible to run an automation when adding a tag to a ticket? I noticed that adding a tag does not run the Ticket is modified-trigger. Thanks

We’re setting up Offboarding in FreshService. There are a number of fields that we’ve added for HR to use when they submit the request. But, when we test, they aren’t added to the parent ticket. I can’t find them in Workflow Automation to add them to the parent request and to use in additional automations? Additionally, where can we find the list of placeholders we’ve created overall?

Hello Everyone, I want to have a workflow automation which should be used to do the following: How we set it up : On a Incident, we have WF Automator which will create a 2 Tasks when a new incident is created. We have to rule that we will be able to close the incident if and only when we complete the tasks. Tasks being: Root Cause Analysis and Resolution Steps Problem : Now, sometimes our end-users are creating SR’s as Incidents, then an agent will change it from Incident to Request, these Tasks doesn’t make any sense. So while closing SR, we are marking the tasks completed. Action : Looking for a way to automate this, like when an agent changes the type of ticket from Incident to SR, the Tasks should be auto completed/deleted. I’m looking for if there is a way, we can do like old.ticket_type =”Incident” and new.ticket_type=”SR” then mark the “task” = “closed”

Hey everyone, I came across a new disposable pod device and was wondering if anyone here has tried it. It’s a 600-puff model with 20mg nicotine strength and seems to be an upgraded version of an existing one. How does the flavor compare to previous versions? Is the vapor production decent, and does the battery last through the advertised puffs? Also, any noticeable differences in throat hit or overall experience? Would love to hear your thoughts before picking one up.

Hi everyone, I am trying to automate the change of the Active Directory title for employees when HR sends us an email. I was able to extract the date in ISO format from the ticket description as well as several other pieces of information using this logic: {{ ticket.description | strip_html | replace: " ", " " | split: "Date du changement:" | last | strip | split: " " | first }} (This allows us to extract the date and return: “YYYY-MM-DD”) Subsequently, I added an expression builder that looks at today's date and the remaining days before the change date: diffInDays(today('America/Toronto'), '{{E3.result}}') Here, {{E3.result}} represents the date in ISO format obtained in the previous step. Then, I configured a condition specifying that if the number of days is EQUAL “0”, then continue; otherwise, the employee's title needs to be changed now, as this means the change is prior to today's date. Again, everything works without any issues. My problem arises with a change that needs to be

I have project and tasks under it, want to trigger workflow Automator when a task is created/updated under the project tasks. I have the event when a task is created/updated add with parent module as 'changes' but it's not getting triggered.

I have a SR that allows our staff (im in education) to create ad-hoc user accounts, these are for guests coming in or open days. Currently it allows for one account to be created as the user will enter a username they want, the reason, and the date its needed. The request is then fulfilled using the ActiveDirectory Orchestration by creating the AD account and then it sends the details to the requester via and email that contains the accounts password. The Account is then removed within 7days as part of the workflow. I want to expand this so that multiple accounts could be created. I want the user to select how many with maybe a max of upto 20, but im struggling in my head the best way to do this, so any advice on this or best way would be apprciated. If i was writing this as a Powershell script i could probably do it but im trying to get my head around how i can use a Service Request and the workflow behind it

Hi, I am trying to create an automation which forwards the parameters of a service catalogue item to a script I am running. I am trying to use the date picker, and then pass the full date to my script: Unfortunately, all that is passed is the day and the date of the month: I am using a workflow automation with Powershell - Orch: Am I missing something, or is there no way to pass the month + year when using the date picker? Many thanks, Alex

I know this has been asked in various different ways but I haven’t found a concrete answer. I’m creating an Employee Onboarding Process and one of the options is that the hiring manager can select various software titles to be installed on the laptop. The number of apps will vary. Right now a child ticket is created and attached to that child ticket are the various apps to install, listed as Service Request Items. The plan is to use the Azure AD app to automatically add users to AzureAD groups that auto install the software. But I cannot get the automation right. If I do one Workflow with multiple conditions for the software, once it hits the first ‘yes’, it runs and that's it. It doesn’t go through the rest of the conditions. If I create multiple workflows, only one fires. Is there a way to have multiple workflows fire for one ticket? Or is there a dynamic way to execute actions against multiple service requests attached to a ticket?

I want to create an automated rule for a particular customer, such that whenever someone from this company creates a ticket, it automatically adds 1 or 2 key people from their organization as watchers so they can monitor the status of the tickets. I am not sure exactly how to do this.

{{ticket.requester.name}} has requested travel to {{ticket.ri_207_cf_where_are_you_going}} , which is on the restricted list. This error will appear as a System note saying, “Not given.” The error in this expression is that the second right curly brace is not in bold format. }} Freshservice support was able to find it; mind you, this was buried in a 50-node workflow. I believe this is an insight as to how Fresh parses the HTML in expressions. The <\b> tag cut off the second right brace, and so the value was not found.

Hi, I am pmplementing few wrokflow related to Service Items in our service catalog. There’s a particular scenario that I’m not aware how to handle: we have several service items that have the same custom field inside, a combo with the same options for all service items. Based on the option chosed by an user the request is asseigned to one or another team. I was looking for creating a “generic” workflow that could handle the assignment, based on the custom field, regadeless of the service item chosen. Smething like “If service item is in this group (a custom object) then look on the custom field “X” and perform an action based on option chosen”. I did several tries but seems that it’s not possible to address the custom field in a “generic” way. Does somebody has already faced this challenge and sorted out in some way? Thanks Davide