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Tips & Tricks for Automating Freshdesk Workflows?

  • Apr 6, 2026 3:40 PM UTC
  • 2 replies
  • 32 views
merry70327
Active Contributor
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Hi everyone,

I’m trying to improve my workflow in Freshdesk. What are some lesser-known automation features or tips that can really save time for support agents?

Thanks in advance for any suggestions!

Best answer by andersreve

Yes!
Redesign your intake process so that as much as possible of the needed information to triage and troubleshoot the ticket are captured at intake. You have to have an SLA setup.

Then design automations that helps agents triage/prioritise, troubleshoot or even route.

Here are a couple of our most used:

  • Setting ticket priority
  • Tagging priority/VIP customer tickets
  • Differentiating ticket type
  • Auto assign to first repsonder
  • Waiting on customer reminder
  • Auto close after resolve

And dont forget to review opportunities for canned responses or scenario automations, pending your use case(s).

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    2 replies

    Kamakshi
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    • Kamakshi
    • Former Community Manager
    • Apr 20, 2026 2:47 PM UTC

    ​@andersreve - Any recommendations here?

    Freshworks Community Manager
    andersreve
    Top Contributor ⭐
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    • andersreveTop Contributor ⭐
    • Top Contributor ⭐
    • Answer
    • Apr 21, 2026 6:57 AM UTC

    Yes!
    Redesign your intake process so that as much as possible of the needed information to triage and troubleshoot the ticket are captured at intake. You have to have an SLA setup.

    Then design automations that helps agents triage/prioritise, troubleshoot or even route.

    Here are a couple of our most used:

    • Setting ticket priority
    • Tagging priority/VIP customer tickets
    • Differentiating ticket type
    • Auto assign to first repsonder
    • Waiting on customer reminder
    • Auto close after resolve

    And dont forget to review opportunities for canned responses or scenario automations, pending your use case(s).

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