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Question

Automation to meet First Response Time SLA

  • 22 August 2023
  • 9 replies
  • 453 views

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

9 replies

vinothkumar.manoharan
Rank
Userlevel 3
Badge +6

Hi @thantsakoumis ,

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  

  •     Priority is Low, Medium, High, Urgent

 

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

Vinoth | Freshdesk product expert | Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
R
Rank
Badge +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

R C 3
M
Rank

I have the same issue.  Was there any resolution on this?  Does the webhook solution prevent the First Response Due flag from occurring?

Thanks.

G

Within properties, we created a STATUS called ‘Waiting on Customer’. And we set it to turn off the SLA timer. In your automation have the status change to non-SLA option.

Also, not sure why you need the complication of webhooks when the rule can accommodate sending an email with custom fields….

M
Rank

Thanks for the response!  I am already sending an automated email.  I really don’t want to change the status of the ticket.  I just want to satisfy the First Response Due without having an agent create a manual reply.  I need the SLA timer to run because I want the ticket to be able to go ‘overdue’.  I just don’t want ‘First Response Due’.

vinothkumar.manoharan
Rank
Userlevel 3
Badge +6

Webhook option should flag the first response SLA for the ticket as the flag gets Green when a reply is sent. Can you share the screenshot of the issue? @RC3 @mwilcox 

Vinoth | Freshdesk product expert | Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
EmMurphy
Rank

Hi there - I am having the same issue. Did this get solved?? I was able to automate a new public note (without a webhook). Does doing it with a webhook create a different result? We don’t want to turn off the SLA timers because we still want to use the resolution due date - just show that first contact has been made when we send that message. 

E
Rank

Hi, I am having the same problem. Did you get the solution so far?

RobCrossHM
Rank
Userlevel 2
Badge +7

In my experience customers don’t consider an automated response a valid first response.  Wouldn’t you want the first response on the ticket to be something more meaningful, rather than just trying to cheat the stats?

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