Ticket & Workflow Management

We are adding more and more other departments to our Freshservice platform, such as HR and Payroll. Just looking for best practice / guidance when it comes to tickets/process where we each need to action certain elements, or need to compete a part and then pass on. In the scenario of multiple elements needing to be completed by the various departments (such as a role change, location change etc.), is it best to create 1 ticket and then create tasks that are assigned to each agent/group? How would the other Agents see the ticket / task if the ticket is on another group's board? How do the agents assign time to the task/ticket? When running reports, and an agent can only see their own Agent group, how does that get impacted if the ticket is sitting on another group? OR Is it best to create Child tickets from the parent, and assign the child ticket over to the other group? What happens to notes on each ticket, can they be seen by the other group's agents? Do all Child tickets have to be r

Hello, I am trying to create an automatic workflow for when I create a task assigned to a specific ticket. I only want an email to be sent to one person, and not everyone that is currently assigned to the specific group in which the ticket resides. For example, I have a ticket assigned to the Fleet group. I then add a task to that ticket, that is assigned to a specific person. Currently how things sit, the person the task was assigned directly to receives an email notification and additionally all the employees in the Fleet group also receive an email notification informing them of the task creation and assignment. I would like to only have the person the task was assigned to get an email, and not everyone from the group. In the Workflow Automator I cannot see where i can choose specific email notification rules once a task is assigned, which is where I had assumed I should try to place my workflow. Thanks.

Hello. New Freshservice user here. I've searched the forums and Google for this, but can't quite connect all of the dots for a specific use case we have in using Workflow Automator. We have a few ticket types that require additional custom field inputs by the "next person up" in the approval chain. We are currently facilitating this in a Smartsheet workflow, but would like to migrate this into our new Freshservice instance. I don't see a way to do this currently. Does anyone have a workaround? Example, Requester A submits a Service Catalog request > Ticket is sent for approval to a manager, who must fill out 2-3 additional fields > Ticket receives final approval from department head > Freshservice agent(s) process the ticket. Thanks in advance.

There is the option to send an email to the requester, or send an email to a specific email address, if certain conditions are met. How do you make this function work? As I have set this up in my workflows, and these custom emails are the only workflow actions that do not happen when they should. Has anyone else experienced this?

I am having issues with my Employee Onboarding/Workflow Automator Rules not working as expected. This is needed before we can go live. I have created an onboarding checklist that groups all items into 6 buckets (6 child tickets to the main parent ticket) Once the employee completes their part, the tickets get created in the platform with all 7 showing “awaiting approval”. I need help making it so that Workflow Automator sets the Category as Employee Onboarding, it’s already doing it for one of the items (Marketing Setup) but I cannot get it to do the same for ALL 7 tickets. Also, when the hiring manager approves the parent ticket, all children ticket are not updated to OPEN, they stay awaiting approval. When the parent ticket is approved by the hiring manager, all children tickets need to update to Open so that the various agent groups can work on the item Lastly- the other issue is that right now, the way this is working the children tickets are getting assigned to the Agent group (as

Hey, I'm in the process of trying to model a workflow inside my Freshservice instance. The workflow should create a series of tasks once the status of a change is changed. However, this workflow doesn't seem to be active even though it's been activated.

Product Team made change without informing to the customer account team. All business rule and workflow went wrong. Even team change the basics of the Support service they provided earlier. Like SR can be created with different role conditions and now change the condition for the same. So all rules failed for business. We required to stop the business user for daily activities since there is challenge, they can change the properties of SR. Please done change the base of the old customer instance. This will create critical issue for a running business Thanks -Mahendra Singh +91-8586924668

Hello, A bug in workflow automator. We have 2 rules: 1. If ticket updated / if status is closed / add private note "<text>" 2. Out of the box rule > Reopen tickets when the requester responds When ticket is "closed" rule 1. is executed and "SYSTEM" adds a private note. But it is in the same time also rule 2. executed. and ticked reopened! This ticket can not ever be closed. Problem is, that Freshservice does not recognize System note and Requestor note. Or the primary EVENT(condition) if requester responds is wrongly defined in code of rule 2. Thank you Peter

Many times, you would’ve come across a scenario where you would want to update information or perform a specific set of activities when you receive a certain type of ticket. It can be anything from adding a specific note for the others in the team, setting a specific priority or urgency, set an approval stage, or even add an agent or an admin as a watcher, etc. Scenarios like this happen several times during the day and performing them manually can be a little monotonous. If you’re thinking about workflow automator, I wouldn’t say it is wrong. All the aforementioned scenarios can be tackled through workflows. But, workflows get executed for all events whenever the conditions match. Also, I would personally prefer saving workflows for more complex tasks like ticket sorting, setting up an internal approval process, etc. If you ask me what am I getting at, my answer is “Scenario Automations” Scenario automation is a feature that allows you to perform a simple action or a bunch of actions

With so many incidents and service requests coming in on a day to day basis, there is a higher probability of you missing out on important tasks. But, we already have a well-known solution to handle this problem - Calendar and To Do Lists. Freshservice has Both a calendar and a to-do list helps you stay on top of your day to day tasks and complete them on time. This post will talk about how effectively you can use Tasks to be more productive every day. Calendar The calendar icon in the top right corner of your dashboard gives you a complete view of all the Changes and Tasks scheduled for the day. A change is added to the calendar based on the planned start and end date you choose while creating a change. You can switch between tasks and changes and also get a quick look of tasks assigned to you the whole day, week, or month. And, not just that! You can also view tasks assigned to other agents or other members in your group. Tasks and changes cannot be added directly to the calendar. Th

Hi all, I'm testing out freshservice and seems to be finding issue with the built-in default workflow automator for release management. There is one workflow in there that will close all changes when an associated release has been completed. I've done that, set the status of a release to completed but the associated changes are still open? and yes, i've confirmed that the workflow is active but it's still not being applied to a valid workflow. Please advise. Thanks

Hi all, Wondering how people organise the tickets/service requests for loan items that you manage? Given that the ticket status and loan item Stage status don't appear to have any interaction, we have needed to use additional custom Status settings for "Awaiting Loan" and "On Loan", to avoid having multiple upcoming requests cluttering the open status tickets lists, but still have to change the Stage of the loan on top of this. Anyone have suggestions on improving this workflow? Craig.

I am pulling my hair out trying to work out how to set the default incident priority to Medium. Support have told me to create a workflow to change it at creation but by doing this is sets all newly raised incidents to Medium regardless of what the agent sets or what rules you put in place. I am not sure if this is a bug or by design by its incredibly frustrating. Has anyone been able to overcome this?

Hello, we are using PNMSoft workflow software in our company. We wanted to integrate to freshdesk using REST or SOAP API with OAuth or Windows Authentication. Is it at all possible? Thanks, John

We currently use a limited set of features from JIRA but are finding that the cost is starting to outweigh the benefit. Freshdesk looks like a better balance but there is one thing I can't see: the ability to set up release versions for a software product. For example if a customer raises an issue it's raised against a particular version of a product, and we also designate it to a particular fix version. This way we can easily see what issues affect a particular version and what issues are outstanding for the next release. Is there a workflow for this in Freshdesk? Bear in mind these versions vary from product to product.