Hi, can you send an image of the condition?
also looking at the activities section of the ticket may help to see what workflows is running.. might be a conflict..

This is the condition, i believe this is the default that comes with FreshService.

Hi @Maarten Vlasblom 

Just want to clarify the ask here. :-)

When a REQUESTER emails your support desk, you would like a reply email to go back to the REQUESTER to direct them to use the Service Desk to raise tickets and then close the ticket that was created by emailing the Service Desk, is that right?

1. Have you tried changing the EVENT node to Ticket is raised by Anyone
2. The ACTION node with Skip new ticket email notifications does mean that your WF must include an action where FW sends the email to REQUESTER (is that in the middle ACTION node?).

HTH

Bryn

Hi,

I want indeed the users to get this mail and also as followup delete the ticket.

When i now sent a mail i get the below reply:

So for some reason the Workflow is not functioning out of the package for us 

Here are the criteria that are in the workflow:

You could try changing the condition to be “Ticket Fields.To Email” is your helpdesk email address.

This is how we have ours setup because we do have a few email addresses that we are accepting tickets through for specific support areas.

Hi @Maarten Vlasblom -- ty for all the screenshots - it really does help with troubleshooting.

I think @mskotko idea will be the step needed - plus at a later date if you are willing to allow inbound emails later you can create another email acct and let those emailed tickets pass through.

For whatever reason the combo of Ticket is Raised by Anyone AND source=email is not enough to trigger this WF and instead the Email Notification > Requester > New Ticket Created is being sent out.

HTH,

Bryn

I have now managed to set this workflow and it works fine now. Thank you!

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