Hi.

Could you please elaborate?

Regards,

Yes, you can update these information with Admin access.

Well, I want to have a trigger: when a field under the User form change - another field to automatically be changed to. 

In the context of Freshworks, specifically within their support platform, you can update the agent field through their workflows or automations. Here's how you can do it:

1. Workflow Automation:

   • Freshworks typically offers workflow automation capabilities similar to other CRM and support platforms.
   • You can create a workflow rule that triggers based on specific conditions, such as when a ticket is created or updated.
   • Define the criteria for when the workflow should execute, such as the type of ticket or specific tags.
   • Add an action to the workflow that updates the agent field with the desired value.

2. Business Rules:

   • Freshworks allows you to create business rules to automate various tasks within their platform.
   • You can set up rules to trigger based on certain conditions, and then define actions to perform when those conditions are met.
   • Configure a rule to update the agent field when specific criteria are fulfilled.

3. Scripts or Customizations:

   • Depending on the flexibility and customization options provided by Freshworks, you may be able to write custom scripts or use their APIs to update the agent field.
   • This approach might require some development expertise or assistance from Freshworks' support team.

4. Consult Freshworks Support or Documentation:

   • Freshworks typically provides comprehensive documentation and support resources for their platform.
   • Refer to their documentation or reach out to their support team for specific guidance on updating the agent field within Freshworks' platform.

When implementing any changes, make sure to test thoroughly in a sandbox environment before deploying to production. This ensures that your updates work as intended and do not have any unintended consequences on your support workflow.

@riazoo518 Thank you :)

I tried the same in Freshservice, but there is a no way I can access the User data.