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Is it possible to have some kind of conditional formatting for automation? For example:

If a customer have an open ticket, all new tickets will be set in status “Pending”. Otherwise, it’ll go to “Open” status.

 

Or if there’s any other route to do this.

 

Thanks!

Hi @Manuel Ops 

This is an interesting request. Curious to know what is the business scenario that we are trying to solve?

Hey @Sreejith S! Hope you're doing great :-)

We are testing a new phase in our system so be labelled customers in two types:

  • Pilot customers
  • Non-pilot customers

Our Non-pilot customers are our usual customers who we don't want to change anything.

 

But, for Pilot customers will be different. We'd like to setup an automation that focus on “If the customer have a ticket created and it is active and being work on, put new ones in queue”

  • If the customer have an active tickets, all new tickets will go into queue status.
  • If the customer doesn't have an active tickets, the newest ticket will go into active status and the agent will work on that. 

 

That's why we'd like some kind of conditional formatting for this process to happen. We can do it with Make.com (And that's how we did that) but we'd like to keep it in Freshdesk.

Is it possible to have some kind of conditional formatting for automation? For example:

If a customer have an open ticket, all new tickets will be set in status “Pending”. Otherwise, it’ll go to “Open” status.

 

Or if there’s any other route to do this.

 

Thanks!

ops Edit : you are talking about freshdesk. There are no way with API and the automations as you can’t get feedback on webhooks.  

You need a app that dose it. 

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