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Ticket & Workflow Management

Ticket & Workflow Management

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417 Posts
Dan Ground
Apprentice
Dan GroundApprentice
asked in Ticket & Workflow Management
Employee Onboarding - Email in triggers onboarding process

Has anyone been able to trigger the onboarding process (create a parent ticket in the onboarding module, instead of hiring manager completing initial portal request) by having an email in to Freshservice. We currently have an email from our HR platform that sends an email when there's a new starter and i want this to trigger the request and for Freshservice to then create the next email out to the reporting manager to complete his sections on the onboarding ticket via the portal.ThanksDan

1077
Daniel Söderlund
Skilled Expert
xautomate_mostx
Apprentice
xautomate_mostxApprentice
asked in Ticket & Workflow Management
automating approval emails for INC tickets

Hi all,  I am trying to use Workflow Automator for the following workflow, but it isnt behaving as expected: Current workflow:-user submits a portal form, and includes an email of an approver-workflow is triggered, which includes a Timer node so that the ticket has 60 seconds to be fully ‘created’ in the system-aftert the timer node, a new action begins which uses the custom field “Approving Manager Email” to send an email to the listed email in said field-the email that the “approver” is receiving contains links to the ticket so they can approve, but none of the various textplaceholders i’ve used are working when inserted in the email .   I understand that the “Send Approval Mail” placeholder is probably for when someone adds an approver via the service requests in the portal (and not through the form). But- is there a way or workaround so that an approver can not only be sent an approval email but also click the ticket link to view the ticket?  We do not want these requests to be bui

702
Sharon Roseline H
Community Debut
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Apprentice
jlunaApprentice
asked in Ticket & Workflow Management
Child ticket dependent on another child ticket?

This is for Freshservice… I have a Catalog item with multiple Additional Items to select from.When those additional items are selected, it creates a child ticket.I am looking for ideas on how I can make those child tickets dependent on one of the other child tickets. Catalog Item is selected > multiple Additional items are selected > catalog item is submitted > multiple child tickets are created.Now we have a parent Service Request and multiple child Service Requests 1, 2 and 3.Before 2 and 3 can be created, 1 has to be resolved. Or maybe ability to pass a note from SR 1 to SR 2 and SR 3, and then agents working SR 2 and SR 3 would know when to proceed.Anyone have the need or figured out how to do something like this?

321
Jovita Fernando
Community Debut
N
Contributor
Nav_inContributor
asked in Ticket & Workflow Management
To add an approver as a watcher to the service request

Hi,We have a requirement where we would need our ticket approvers to be added as watchers once the service request is created. This is done in order to keep them notified of the conversation and activities going on in the ticket. Tried a few ways, one, where web request node is used to fetch the approver ID’s and/or names, this is then parsed and filtered out using expression builder, but the challenge in this scenario is that “add watcher” field doesn’t show the extracted placeholders. Two, we also tried to share the ticket with approver, without many complications (since that option is available in action node), but that doesn't seem to convey what public/private note has been added. Third, was to send an email to the approver email IDs (which is being parsed from response body) and then add all required placeholders in the email body, so that the details are conveyed. However, this method is quite complicated and works with a lot of nodes, any single node error will affect the entir

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N
Contributor
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Top Contributor
Brian RTop Contributor
asked in Ticket & Workflow Management
Can any type of ticket update an asset record using workflow automater?

Would like to know if anybody has tried to create a workflow that would update an asset record,  when it is associated to a ticket?My example is the following:A change ticket is created (example: decommissioning a server).  If you associate an asset record to that change ticket, a workflow can be created so that when the change record is moved to implementation, or  a trigger is activated, the associated asset record will be updated based on a selected field in the change form.  Is this even possible?

433
Jovita Fernando
Community Debut
D
Apprentice
dbortoliniApprentice
asked in Ticket & Workflow Management
Service Request custom fields dynamic accessing in workflow

Hi,I’m tryng to find a way to dynamically access custom fileds in Service Requests/Service Items. The scenario is this:I have several Service Items that users can request. Most of them can be mapped to a Servicde Request caegory via custom object but some of them (eg. User Creation) have a custom field that represent the third level of SR classification. Since the custom field is different per each Service Item I was looking for a way to first identify the custom field based on the service desk item and then extract the value and use it to update the third classification level of my SR via API. I’ve extensively tried via workflow but looks pretty “static” the way you can address the custom fields. Does anybody has some hints?Thanks Davide

541
Jovita Fernando
Community Debut
C
Contributor
chrirContributor
asked in Ticket & Workflow Management
Freshserivce Workspace Workflow Not able to set ticket properties

Hi,This worked fine before, but now it has stopped..I have a Workflow in each Workspace that is suppose to set Agent Group and Category based on the Requested Item on the ticket.I have this now:Ticket is raised → Condition: Requested Item is ITEM1 → Action: Set Group and Set Category I have confirmed that the Workflow is triggered by sending a test email to myself, including Placeholders to see if the Workflow finds the values I want to put on the ticket properties.

211
Jovita Fernando
Community Debut
M
Skilled Expert
MacMurdoSkilled Expert
asked in Ticket & Workflow Management
Tasks - Create continuous reminders

Hi AllIs there a way of creating continuous reminders in tasks to the assignee until the task status is changed to complete, after the Due Date?Thanks

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PriyankaRam
Community Debut
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Skilled Expert
bzentnerSkilled Expert
asked in Ticket & Workflow Management
Does the Freshservice Work Schedule impact the auto assignment in Agent groups

After setting up Work Schedules for my users, I expected ticket auto assignment to only assign tickets to agents based on their availability in their work schedule but it does not seem to be working. The configurations I made were: Create Business hours for the Agent Group (8a - 8p EST) Create Business hours for each shift (Early Shift 8a - 5p EST & Late Shift 11a - 8P) Created Agent Group with business hours set to the Agent Group hours, turned on Auto-assignment and added users. Created Work Schedules for each shift with their business hours set to their appropriate business hours. Added the appropriate agents to each Work Schedule. The result is that all agents in the Agent Group still get assigned all the time regardless of the Work Schedule they are associated to. Did I miss something in the configuration? 

1674
PriyankaRam
Community Debut
M
Apprentice
MikeyApprentice
asked in Ticket & Workflow Management
Restict Workspace options

Hi AllDoes anyone know is it possible to restrict which workspaces that agents can move tickets to, when doing a bulk update.I am able to restrict which workspaces the agents can send to from within the ticket, by using a business rule, but does not seem to work for bulk updates. 

381
Nazeer
Community Debut
D
Apprentice
derek.axeApprentice
asked in Ticket & Workflow Management
receiving duplicate email notifications of incident creation

when an incident is opened, i am receiving 2 emails that are exactly the same at the same time. I am in a regular Agent group and an Escalated group. Could it because i am in 2 groups?  

292
Nittannia
Community Debut
C
Contributor
CaraContributor
asked in Ticket & Workflow Management
Customer Response - Ticket View

Is there a way in Freshservice to see when a customer has responded to a ticket in the list view? We would like to be able to see when a customer responds to the ticket so we can organise the ticket view to prioritise the responses.

182
C
Contributor
jmalh
Apprentice
jmalhApprentice
asked in Ticket & Workflow Management
Capture Previous Solution Description

Hi Team, I need help in below requirement:How i can configure the workflow ? When agent updates the existing content on Solution description field with new content, the previous content is overwritten by the new content. The previous content should be captured in the details part of the ticket for agent reference (Captured as a note for reference and not triggered to RS as an email). In actions there is no direct placeholder for the capture previous content for solution description.Please help. ThanksJM

181
Shiva shankari R A
Community Debut
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Contributor
pmaurinContributor
asked in Ticket & Workflow Management
Issue with Even Based Workflow Automators

I created two similar Workflow Automators. When a requestor replies to a resolved ticket, it re-opens the ticket, changes the status from Resolved, and emails the Agent. When a requestor replies to a closed ticket, it posts a public note that the ticket has been closed, is no longer being monitored, and a new ticket should be submitted (with a link to our FS support portal)Unfortunately, neither ticket is working as intended. Screenshots or both Workflows are attached. Any tips/suggestions are appreciated. 

241
VaibhavS
Contributor
CedricSynergee
Apprentice
CedricSynergeeApprentice
asked in Ticket & Workflow Management
Comment exporter les questions et les reponses de tous les tickets freshdesk

Bonjour, Comment récupérer l’ensemble des données questions et réponses afin d’analyser 

141
VaibhavS
Contributor
jmalh
Apprentice
jmalhApprentice
asked in Ticket & Workflow Management
Tasks In Workflow Automator

Hi Team,I’m new to freshworks.I need help to create Workflow for below requirement.Scenario: When Requesters with specific email addresses create an email ticket, the ticket should be assigned to a particular group, trigger email and autofill specific fields on ticket.Requirement 8: Create a workflow to assign email tickets to PLC BA group when ticket is created with the following email IDs : jyotimalhotra2816@gmail.com, jyotimalhotra283@gmail.comFor these requesters, the default notification triggered during email creation should not be triggered. A  new notification should be triggered to the two requesters from the workflow with following content :"Dear Requester.Your ticket reference no for  PLC BA is ticket iDSubject: Created Date: Your request will be processed & confirmed, within the CG working hours of 9.30 AM- 6.30 PM Monday - Friday.Thanks & Regards,PLC Helpdesk"C-sat should be set as NA for tickets assigned to this group.  ThanksJM

1193
R
Community Manager
T
Contributor
tazaadhaContributor
asked in Ticket & Workflow Management
Trigger Webhook failed when use custom placeholders

Workflow failed whenever I use custom field from Service Item from Service Catalog (Advanced). But no issue when I use select fields from the Incident form (Simple). Webhook to send the API to Power Automate. How to resolve this?  

5411
Daniel Söderlund
Skilled Expert
G
Skilled Expert
GeraldSkilled Expert
asked in Ticket & Workflow Management
Sharing ticket with HR workspace?

Hello,If someone creates a ticket in the IT workspace and tries to CC the email which usually creates a ticket in the HR workspace, e.g. hrdepartment@company.com, it won’t find that email or let them. If I try to add that email as a requester, FS will say it can’t because hrdepartment@company.com is the main ticket creating email in the HR workspace. This has never been a problem because if you a requester uses their email to send to the IT email and CC’s the HR email address, both tickets are created correctly. But now that we are moving to portal only, this will be a big issue. Is there really no way to simply CC and get it to create a ticket in both workspaces without using the email client??

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N
Contributor
B
Apprentice
Bob JonesApprentice
asked in Ticket & Workflow Management
Ticket "Request For" not showing actual ticket submitter.

Some tickets we have show that the person the incident was requested for also submitted the ticket which we know was not the case, nothing about the actual user that submitted the ticket on behalf of the user is shown anywhere that we can find. This happens for multiple users. Is there a way to find who actually submitted the ticket or prevent this from happening?

243
N
Contributor
N
Contributor
neil.mercerContributor
asked in Ticket & Workflow Management
Automating tasks across multiple workspaces

Hi,We have multiple workspaces in our Freshservice implementation, and now are looking to automate some functionality that affects multiple workspaces.  The idea is a ticket is received in certain workspace (e.g. HR), but the ticket requires other teams in other workspaces to perform actions.  It seems natural to use Tasks for this, but if we create a Task in another workspace (e.g. IT) so it can be assigned to a team and resolved, that team doesn’t have visibility of the Ticket in the HR workspace, and hence can’t see the details of the task assigned to them.We’ve tried sharing the ticket with the team responsible for the task, but that only lets them see the general ticket details, and not tasks.Unless there’s a way to make this work, the only other option we can see is to create tickets in the other workspaces instead of tasks, however this feels really clunky.Is there a way to make tasks work well across multiple workspaces?  Or another idea to solve this need?Thanks,Neil.

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N
Contributor
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Contributor
lsommerContributor
asked in Ticket & Workflow Management
"For forwarded emails, use original sender as requester" Feels too broad

As the title says, this is a great feature, but making it all or nothing for all agents, and inaccessible for anybody who is not an agent, feels very restrictive. As of right now, our IT agents are the only ones who forward emails in where we want this behavior. All business agents in other workspaces don’t want this behavior. We also have an instance with a shared mailbox. 90% of what goes to it we would love to forward in as tickets, but we cannot justify using an agent license on a shared mailbox to have it forward in tickets. Is there anyway to recreate this functionality in a workflow so it only applies to emails forwarded in from a set list of addresses? 

181
Daniel Söderlund
Skilled Expert
A
Contributor
ArcLeesContributor
asked in Ticket & Workflow Management
Add a note if a particular email is used in a reply

Hi, I am looking to try and set up a workflow where a private note is added when a reply is sent with a particular email in the CC field - the workflow (or whichever means can be used) should not look at the ticket To or CC field and instead the latest reply. Use case: As we are using FreshService across multiple departments within our company (IT, HR, Finance etc.) there is a need for teams to communicate with each other - we have built out a system in Azure logic apps to allow for this but I am concerned an agent may send a reply to say HR@contoso.com but it will never get there as they use the FreshService system. I want it to add a note advising they should instead email some other address we have set up.

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A
Contributor
msconfig87
Skilled Expert
msconfig87Skilled Expert
asked in Ticket & Workflow Management
Can you explain the approval change June 2025 a bit more detailed?

in the release notes from June 2025 ( there is written:Improved Approval Handling in Task WorkflowsCategory: Automation We’ve fixed an issue in the Task Workflow Automator where workflows continued execution even after sending an approval request, without waiting for the response.Updated Behavior (Post-Fix)Action nodes that are not the last node in the workflow can no longer be edited to add approval requests. Approval actions can only be configured in newly added action nodes that are placed at the end of the workflow. Cloning an action node with an approval is now restricted unless it remains the last node in the workflow. If a new action node is added and it is not the last node, the “Request for Approval” option will not appear.We basically have ALL our approval nodes somewhere in the middle of a workflow but never on the end as we need actions to be performed AFTER an approval.Do I understand this correct that this “fix” will break all of those workflows?This would be a HUGE deal

964
Kamakshi V
Community Manager
shmuelbass
Apprentice
shmuelbassApprentice
asked in Ticket & Workflow Management
onboarding oracle user automation

Hi,we are trying to create automation that supposed to be part of onboarding proccess.when user open onboarding request the process should open request for managers for approvals'.Once the first manager approves the ticket should be updated and send the second mail for anothe approval.the issue is that after the first one approves the ticket is not updating and the flow doesn’t send the second mail.

100
shmuelbass
Apprentice
Spleen
Apprentice
SpleenApprentice
asked in Ticket & Workflow Management
Send resolution comments in the resolution email

Hello, We want to add the comments from the resolution comments ticket field to the resolution email that is sent to the user when a call is resolved, How can I achieve this please? We are using freshservice, not fresh desk if that makes a difference

4789
OG Bobby Johnson
Community Debut

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