Visit Freshworks.com Visit Freshworks

Replies posted by Bewitchingmaker1

3 Replies

Umeracle
Apprentice
UmeracleApprentice
asked in Automations

Splitting Freshserivce tickets with different teams eg IT support , site team, HR team, Office team

As mentioned in the previous reply it is easy to create the workflows to route Service Requests and tickets submitted through the portal to individual departments or people based on the Category/Sub-category/Item information or based on a specific question on a service request form. You can also cleanly set up multiple email addresses so each one hrhelp@company.com vs. legalhelp@company.com to route to the specific department they serve. This has been the most reliable way I have found to separate email submissions. It is possible, however much more difficult to set up the ability to route tickets based on keywords. A workflow can look for the “subject contains” but in my experience, this is about 50/50 for accuracy.  If you find a clean way (more accurate than 50%) to set this up, please share!

5
G
Skilled Expert
1 year ago
D
Apprentice
DanthebuggApprentice
asked in Ticket & Workflow Management

Service Catalogue item approval by Cost Centres

I had the same issue and the insert place holder (mentioned above) fixed my issue. I hope it works for you too!

4
Bewitchingmaker1
Contributor
2 years ago
Umeracle
Apprentice
UmeracleApprentice
asked in Automations

Splitting Freshserivce tickets with different teams eg IT support , site team, HR team, Office team

https://support.freshservice.com/en/support/solutions/articles/50000003706-sample-usecase-invoke-webrequest-node-to-fetch-ticket-details-and-perform-actions-based-on-it-

5
G
Skilled Expert
1 year ago

Badge winners

Show all badges
Terms of UseCookie settings