Auto Assignment of new tickets

  • 4 December 2014
  • 1 reply

Hello all,

We are testing the product freshservice, and would like it to send an email to either and individual or a distribution list when a new ticket is created. So far, it will not send any notification until you go into the ticket and assign to a group. 

Is there some way to modify this so each ticket will send an email upon creation? Thanks.

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1 reply

Yes, of course there is. Freshservice comes with an entire set of options to automate tasks like this.

Here are the steps to set this up:

  • Go to the Admin console and click on Dispatch'r (under Helpdesk Productivity). Some default rules have been provided. They'll give you an idea of how this feature works.

  • Click on New Rule and enter a name and description for it.

  • In the Conditions section, select 'Type', 'Is', 'Incident'. If you'd like to set the rule for service requests too, add that as a second condition and select the "Match ANY" radio button.

  • In the Actions section, select 'Send Email to Agent' (or group) and compose the mail.

Hope that helps! You can even create a rule to auto assign new tickets (as you mentioned in the title).

Have a good one!

PS  I'm attaching a PDF that explains all automation features in Freshservice. I'm sure you'll find it helpful :)