Hello community,
I would to ask if there is any idea / automation on how to meet First Response SLA in Freshdesk using an automation rule?
This is because we have very tight First Response SLAs
The rule could for example imitate the response of the agent by just sending out some basic information of the ticket.
Happy to hear your suggestions.
Thank you,
Thanasis
+5
Hi
Yes, this can be achieved using Webhook option in Ticket creation rule.
Navigate to Automations > Ticket > Ticket Creation > New Rule and set up a rule with conditions as per your requirement.
If you want to send an automated first response on all the tickets, then the conditions of the rule can be as follows
In cases you want to send an automated first response on a ticket only in specific scenarios, please set up the conditions on the rule as per your business requirement.
You can customize the content of the API call further as per your requirement. Here is a sample call
{"body" : "<div>We are working on this issue. Will keep you posted.</div>","user_id" : {{ticket.agent.id}},"from_email" : "support@yourcompany.com"}
More info here - https://support.freshdesk.com/en/support/solutions/articles/50000003079-webhook-to-automatically-send-a-first-response-on-a-new-ticket
Cheers
+1
This works, but doesn’t stop the First Response SLA timer (an email is sent, but the First Response Due is is not updated/cleared
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