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

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

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

Thanks.

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….

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’.

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 

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. 

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

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?

We’ve just started using more of FreshDesk after upgrading to the growth plan and we've found this first response due does pose some challenges. If we log a ticket by phone for example, we've already spoken with the customer so that first response has already been met really. We then fail the first response SLA.

Not a criticism of FreshDesk at all, we’re just finding our feet and trying to use the system in the best way to give our customers the best service but also to ensure that any stats we use to gauge our performance is representative. It looks like we might need to start entering a public note just to say ‘ticket received’ or similar.

Have to say though, FreshDesk has been a very good tool for us and the upgrade to growth has been well worth it so far.

I’ve not yet found how to automate a new public note and I’m not sure how to use web hooks.

In the case where you’ve spoken to the customer on the phone you could have a canned response that you get the agent to send?   Something like “thanks for calling - we’ve got your ticket, and we’ll be in touch again soon

Thanks Rob. That was another option we have considered and may be the best solution.

Hi @StuartWearing,

Good day to you. You can either use the canned response feature where the agent types /c as a shortcut, selects the relevant canned response subject, and then sends it out manually. as suggested by Rob .Alternatively, you can set up automation to trigger a webhook and automatically send the response after ticket creation . A sample sayload is shared by Vinoth above. —both methods would count as the first response.

If you need any further help or details, feel free to reach out to us at support@freshdesk.com, and we’ll be happy to assist you!

I decided NOT to automate a response to stop the First Response SLA timer for tickets from phone call because I want my team to summarise the phone call in an update on the ticket. Having said that, I don’t have phone call transcription, so perhaps if you do, there’s no need for an agent to type anything?

To meet First Response SLAs in Freshdesk, consider setting up an automation rule that triggers an auto-response email containing essential ticket information as soon as a ticket is created. This way, you can ensure timely communication with customers while giving your team time to provide a more detailed response.

revised, not applicable here as we're using freshservice, not freshdesk