Workflow automator to recognise ticket changes made by System

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Hi,

We are urgently hoping this gets implemented soon, as we are unable to use a multitude of Freshservice’s features because of this feature missing with workflow automations.

The thing we noticed while struggling with this ourselves, was that there are, in fact, two different System users. The System user with ID 0 (domain.freshservice.com/users/0, the workflow automator itself?):

And another System user which, for example, creates the tickets which are generated by Freshdesk Contact Center (Freshcaller) or Feshservice Alert management. In our system this is a user with the ID 50000925730 (domain.freshservice.com/users/50000925730).

It would really help, like the original poster requested as well, if the non-0-ID-System user could be allowed to initiate events performed by “Anyone”. Because when that user, for example, reopens a ticket via Alerts, which sets a ticket’s status to Open:

However, no workflow automations will trigger, because System user has been excluded from “Anyone”, even on workflows which are initiated by changing the status, such as:

However, these events clearly are triggered at certain situations, such as, when a ticket is raised, as you can see on the first image at the top. The System account 0 executed a workflow from the “Ticket is raised” event.

What is stopping Freshservice from enabling this for all workflow automations, not just when a ticket is raised? This would create so much more potential for workflow automations, instead of inhibiting us from creating these automations which would trigger when Freshservice itself (via integrations or other features) updates tickets itself.

Best regards and thank you in advance,

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This would be a great feature! @Jack Day  this is something on our list. here is another example of other people wanting this feature. can this be bumped up please…
or at least looked into an alternative solution. 

The system is great at Orchestration (creating ad accounts etc). but we need to automate our orchestration to get the best out of the product. 

I heard this is because the system can get into loops when running on system events. perhaps putting some logic to stop the looping to enable this feature for us would be amazing!

I wonder if there’s been any updates towards this goal? It seems odd that workflow automations are not launching if a ticket is re-opened by for example, Alert Management.

​@alyssia.correa Is there any update of when we may expect this feature to be released?

she no longer works for FreshWorks unfortunately. I think ​@Amrit Mishra is our new community manager?

​@msconfig87 I’m afraid I’m not the right POC/community manager to respond on this. I look after the Analytics related topics only.

thanks. Do you know who is the successor of Alyssia Correa?

Hi Everyone,

I'll check with the Product Team to see if there are any updates on this feature request. ​ Alyssia Correa was previously overseeing this section of the forum under Ideas, but is no longer handling it with FW.

Please tag ​@Kamakshi V (myself) or ​@Deepak Rajendran for anything you might need help with!! We will roll out an official update soon. 

Hi All,

It’s fantastic to see such enthusiasm from our community around this feature!

Given the scope of this feature and the thorough testing required, we’re unable to commit to specific timelines just yet. However, we are actively developing system triggers for workflows as part of our 2025 plans. If all goes well, we expect to go live in Q3 2025.

For the latest updates, please stay tuned to our roadmap webinars. We truly appreciate your patience and support!

Thank you for the update ​@viswanatha.mehta ! Highly appreciate it!

Hi ​@viswanatha.mehta - is this still in the plans for Q3 2025?