I am looking into using FreshDesk as a company wide Task Management solution (as well as our support solution).
Working with our first department I am trying to automate a scenario like this:
- Ticket comes into <AGENT GROUP>
- <AGENT> determines if the ticket is "Valid"
(This is where I am stuck, either by adding a Tag, or something to the ticket to mark it as "Valid")
- IF ticket = Valid THEN > Create <ChildTicket1> & <ChildTicket2>
- Assign Child tickets to <AGENT>
Hello Damian,
Apologies for the late response.
Your scenario may be executed by triggering a webhook using ticket updates automation. An update made to the ticket, eg: selecting a drop down value to indicate that a child ticket has to be created can trigger this webhook that would create a child ticket using API. You can mention the parameters to be assigned in the body of the webhook.
Please refer to this article to understand webhooks --> https://support.freshdesk.com/support/solutions/articles/132589-using-webhooks-in-automation-rules-that-run-on-ticket-updates
And here's our API documentation : https://developers.freshdesk.com/api/#create_ticket
Please drop an email to support@freshdesk.com for assistance in setting up the rule.
Cheers!
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