We have just started using Freshdesk and are really enjoying using it. We have been sent this way by Freshdesk support to add a feature request please:
We are finding the automation triggers/filters quite limiting, especially date-based ones. e.g. we’d like ‘IF date in custom field A is today, open the ticket’ - so we can set a date in the future when we want the ticket to re-open (instead of using reminders).
Or ‘if custom date field A is in the past, and custom date field B is blank, trigger automation’ (e.g. If expected arrival date is in the past, and received date is blank, send email - for processing returns).
Or even, ‘if custom date field is in the next X days, trigger automation’ (to send a pre-event reminder to the requester).
There are many date-based automations we use in Smartsheet, that we are not able to replicate in Freshdesk (we want to move many of the tasks we currently process in Smartsheet into Freshdesk).
Freshdesk support have helped us find some workarounds, but there are still quite a few automations we cannot reproduce in Freshdesk.
The only date-based criteria in Freshdesk are IS, IS NOT, AFTER and BEFORE - we haven’t found a use for any of these yet. With better date based-triggers and filters, we could do so much more with Freshdesk, so hopefully this could be considered please.
Thanks for reading, Matt
