Freshservice end-user portal - Send ticket to group

Hey Jon,

Since you already have the custom field created, you want to go to the Workflow Automator. If you see the example below, you can configure the workflow as such:

• Event:
  Ticket is Raised
• Condition:
  Source is Portal
  JonP Field is value
• Action:
  Assign to group is value

Hello @JonP, no worries, we can help you out. So is the custom field available on the form you show requesters in the portal? In any case you can use workflow automator to isolate those tickets by a conditional block that checks for the specific value of that field and then use the action block to route the ticket to a specific group.

Here is an example:

Hope this helps you out. Let us know if you have any further questions. Take care :)

kcbates wrote:

Hey Jon,

Since you already have the custom field created, you want to go to the Workflow Automator. If you see the example below, you can configure the workflow as such:

• Event:
  Ticket is Raised
• Condition:
  Source is Portal
  JonP Field is value
• Action:
  Assign to group is value

 

 

My man @kcbates, quick on the draw!!! I would listen to this guy, he knows what he is talkin’ about! 😎

Hello everyone,

Thank you for the swift and comprehensive replies!

I have the automator in place but how do I show this field in the end user portal, and can I make it a mandatory field as well? I know a bit of HTML but not much!

Amazing stuff! Thanks so much team! :D

@JonP - in addition to all the great stuff above, there’s a nice feature where you can add comments onto the form to provide additional direction or support to the users who are completing the form.

I really like the Quote para type - it produces a comment prefixed by a bar and slight indent then the text as you can see here.

kcbates wrote:

Hey Jon,

Since you already have the custom field created, you want to go to the Workflow Automator. If you see the example below, you can configure the workflow as such:

• Event:
  Ticket is Raised
• Condition:
  Source is Portal
  JonP Field is value
• Action:
  Assign to group is value

 

 

Apologies I know this is 2 years old, but trying to do the same her and the only option I have for Source is “Source is changed” has the option “Source is Portal” been removed?

TIA

Darren