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Replies posted by charanyan.venkataraghavan

19 Replies

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Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

@Nicolas @EwanThe fix to make the notify to field optional for a private note is live now. You should be able to add private notes with an automation rule without having to notify anyone :)

10488
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Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

Hi Ewan, You should be able to do this by clicking on Reorder, clicking on the last rule on page 2, navigating to the first page, and clicking right on top of the first rule. The GIF below depicts how to get this done. Let me know if this helps.

10488
N
Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

@Barbara Can we get on a quick call to discuss this? I'd like to sit through the experience you have with the new automations to figure out where and how we can help make things easier. I'll drop you an email and we can setup some time based on your availability. @DanielIt has been activated in your account. Do give it a spin, we'd love to hear your experience and feedback if any.

10488
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Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

@RyanThis has been fixed for your account. I've also sent you an email. Do let me know if you're still facing issues

10488
N
Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

@dmckenna@EwanThanks for the feedback. We're on track for notify to field bug being fixed (being made non-mandatory) by the 13th of September.@EwanWe're looking to see if the descriptions can be made available, and will keep this thread posted. I'll also explore how we can make it easier to add a list to your conditions and get back to this thread :)

10488
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Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

@Ryanwe'll get this sorted out quickly. The rules themselves must be functional and will continue working on your tickets. This is should most likely just be an issue in loading the details. Will keep you posted once this is fixed.

10488
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Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

@Nicolas Mollet Glad to hear that you find it useful. The mandatory setting is a bug, and will be fixed before the 13th of September.

10488
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Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

@JeffFamatid, @Tyler(Duravant) @Jorgen @Tyler@PeterFeleskoura @Luk PniewskiThe new automations have been enabled for your accounts. @Sonia Guisella @Daniel@Vladmir @Peter@Nicolas:Our team will get in touch with you to get this enabled for your accounts.

10488
N
Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

I'll keep this post updated soon as we've enabled the feature for the rest. 

10488
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Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

@MichelThanks for the feedback :) The description box was proving to be redundant in a lot of cases, and we moved to an auto-generated summary to make it easier to read through rules. Depending on the usage, and feedback we'll try and accommodate a text/comment are if this proves to be a major hindrance. Are your rules manageable without the descriptions today? Please do let me know and we'll figure out the best way to sort this out for you.

10488
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Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

We've enabled the new automations for everyone in this thread.@Leos sorry about the time it took :) we're rolling this out in batches, and you should see it in your account now.@Yvo Truly appreciate you taking time to give us feedback. The feature is now available in your account, please do give it a spin and let us know how you like it :)

10488
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Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

@Chris@Nico@Rafaela I'll update this thread once the feature has been added to your accounts.

10488
N
Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

@Greggthe issue is fixed. You'll now be able to load all your rules, and you'll see that they've been functioning without issue from the tickets impacted counts :)

10488
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Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

@GreggWe'll sort this out right away. We've analysed the issue and this isn't affecting the execution of your rules and is only an issue in the rules being displayed. We're applying a fix as I type this out. I'll keep this thread updated soon as this is fixed.

10488
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Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

@CSadministrator One of our product consultants should have gotten in touch with you to help you out. Sorry about the mix up, and the delay. Hope we were able to sort things out.

10488
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Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

@Virgil Automations that run on time triggers, have the option of checking only against ticket properties which is why you don't see a dropdown option there.

10488
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Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

Hi Everyone,The new automations is being rolled out in batches, which is why you wouldn't have seen it in your account yet. I've added the feature to everyone who has responded here :)Give it a spin, and write to us if you have feedback.

10488
N
Contributor
4 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

Hi Sam,The new automations have been added to your account :)

10488
N
Contributor
4 years ago
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert
posted in Archives - Freshdesk

AMA with the Freshdesk team - May Edition

Hi Stephanie, We're working on expanding the capabilities of our automations, which should help trigger rules for conditions similar to the one you've mentioned ( "Subject = "Bug" AND To Email IN (help@xxxx.com, support@xxxx.com, bug@xxx.com)" . We're working on collecting different use-cases to cover as part of the revamp. We'll keep you posted as soon as the revamp is complete! Regards,Chara

23
aravind.sundararajan
Skilled Expert
5 years ago

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