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Topics started by LorneH

5 Topics

LorneH
Contributor
LorneHContributor
asked in Automations and Workflows

Automation triggers for ticket updates not showing all custom fields

In the FreshDesk automations for ticket update you can set triggers based on many fields being changed. Some of the fields eligible to be used in the trigger include custom fields but not all custom fields are included, what determines if a custom field can be used in the ticket update automation rules?In this case ‘Order’ is a text based non-conditional fieldit is available for use in the automation rules for ticket creation  But it does not appear in the list of trigger events 

2
LorneH
Contributor
2 years ago
LorneH
Contributor
LorneHContributor
asked in Deals and Pipeline Management

Best approach for adding multiple orders to a Deal

We create a product quote for the customer and save as a deal - the customer can buy at multiple points from the quote, so on the first purchase we mark the deal as won and update the deal value to reflect the actual order amount (the original quote value is stored separately) But if the customer makes a subsequent purchase from the same quote, what is the best approach to record this?If we update the Deal with the net total of the purchases we loose the fact that the customer placed multiple orders against the single deal. I’ve thought of auto creating a new deal linked to the original quote but making the quote ID non-unique takes away the ability to search by quote ID with the API call so I’d prefer not to have multiple deals all referencing the same quote.Anyone out there have a good way to record order #1 order value #1, order #2, order value #2...etc.. against a single quote or deal? 

1
Shankaran_Jey
Community Debut
27 days ago
LorneH
Contributor
LorneHContributor
asked in Analytics

Performing calculations in FreshSales Analytics

In FreshSales I know it is possible to perform basic calculations and produce a calculated field but was hoping to do this only in reporting rather than clogging up the field list.I’m looking to get a % of quote value converted purchase value/ quote value a a percentage but I can’t figure out how to do this in Analytics without the additional field added in the Deal module.

1
Dhanashekar.tr
Community Debut
27 days ago
LorneH
Contributor
LorneHContributor
asked in Automations

Sales Sequence versus Workflow in FreshSales

What are the benefits or drawbacks of using Sales Sequences versus Workflows in automating tasks like email and updating/ tracking lead stages. I have inherited a system that uses lots of workflows and no sales sequences and I’m not sure why my predecessor chose one way exclusively; if there is any guidance on when each option is better, please add your opinion.

1
Aishwarya Parthasarathi
Top Contributor
2 years ago
LorneH
Contributor
LorneHContributor
asked in Portals, Emails & Other Channels

"cannot read properties of undefined"

This is an intermittent error linked to trying to create a new outbound email - I can’t replicate it but I get enough occasional reports from agents that I I do believe it is a legitimate issue My first guess is that these would be for contacts that do not yet exist in the contact DB and the call to create the record at time of email send is failing but as this is not reproducible I can’t really get FD support to look at failure logs or anything. Anyone else encountering this  Unlike the post here the DKIM and SPF for this outbound email account are fully verified and this only happens occasionally (maybe 1 email in 10,000) so I don’t think it is a system setting issue

1
Juliana Rozario
Community Manager
1 year ago

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