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Hey Guys,

 

The company that I work for installs large UPS battery systems for other companies. We offer a preventative maintenance program to each of our new clients one year after the battery installation has been completed. I'm struggling with how to automate the sending of our PM sales emails due to the timing. My first thought was to create a sales sequence that wouldn't send for 365 days but I see that that's not possible. Am I able to create this with a workflow?

In Freshservice, you can create workflows using their automation features, but it doesn’t directly support a “send after 365 days” functionality out-of-the-box. However, you can work around this limitation with a combination of custom fields, workflow rules, and time-based triggers.

Here’s a suggested approach:

1. Create a Custom Field for Installation Date

Ensure that the installation date is tracked for each client in a custom field. This will be the key trigger for the workflow.

2. Create a New Workflow Rule

  • Go to Admin > Workflow Automator and create a new Rule.

  • Set the trigger for the rule as “Ticket is Created” or another relevant action (e.g., “Service request is updated” depending on your process).

3. Use the Time-based Action

Freshservice allows you to set time-based actions for workflows. You can use this feature to add a delay based on the custom field date.

  • For the action, select Send Email and configure the email to be sent to the client with your preventative maintenance program offer.

  • For the time condition, set the trigger to be a certain number of days after the installation date. Freshservice doesn’t allow exactly 365 days, but you can set it for 1 year (e.g., 365 days or use 12 months depending on your needs).

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