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Ticket & Workflow Management

Ticket & Workflow Management

  • 434 Posts
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434 Posts
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.

70
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

1254
Kamakshi V
Community Manager
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

4979
OG Bobby Johnson
Community Debut
O
Skilled Expert
oclews10Skilled Expert
asked in Ticket & Workflow Management
Workflow trigger to resolve a ticket once a resolution has been added

Hi Folks!I’m trying to setup a workflow in the Ticket Automator that will automatically set the status of a ticket to Resolved once a Resolution Status has been added into a ticket. To test this currently, I’m simply getting the workflow to hopefully run once the word “Test” has been entered into the resolution note box.Unfortunately, this does not seem to be working unless I make a change to the ticket properties and hit the Update button… It seems as if somehow I need to get my workflow to trigger without needing to hit the Update button on Ticket Properties?!I’m not sure if perhaps I can trigger this by forcing another field in the properties area of a ticket to be updated… But it would be brilliant to make this work, we are trying to reduce the number of clicks required for our agents when resolving a ticket and this would certainly be a huge help.These are the 4 steps in my workflow I have setup…Event (1st step):Expression Builder (2nd step):Condition (3rd step):Action (4th step):

88814
Roxwell
Contributor
SIVAKUMAR
Apprentice
SIVAKUMARApprentice
asked in Ticket & Workflow Management
Unable to Render Formatted Text in Freshdesk Ticket Reply Editor

When replying to a ticket in Freshdesk, the reply editor is used to compose a response. Upon clicking the "Insert" button in a custom modal, a response containing line breaks (\n) and HTML elements (e.g., <ul>) is sent from the backend to the reply editor. However, instead of displaying the content with proper formatting, the inserted text appears as a single paragraph, ignoring the intended structure and HTML formatting. Am i doing this correctly? What am i missing here?Any guidance or suggestions to resolve this issue would be greatly appreciated.Thank you in advance to everyone who takes the time to help!ModalReply editor Response from apiModalTicket Sidebar  

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SIVAKUMAR
Apprentice
W
Apprentice
wtantApprentice
asked in Ticket & Workflow Management
Need help with trigger webhook to update requester's email

Hi,I created a workflow to update the requester’s email when ticket is raised and ticket subject contains a certain words. The execution log showed it was executed successfully but the requester’s email didn’t get updated. When I test with the “Test Webhook”, it’s working. However, it’s failed when ticket is raised and called this workflow. Request Type: PUT       Any ideas? Thanks,WT 

752
Prasanth Sampathkumar
Community Debut
SW-Scott
Skilled Expert
SW-ScottSkilled Expert
asked in Ticket & Workflow Management
Do not create tickets from emails - BUT allow emailed responses

I see the request for a Toggle to prevent emails from creating tickets:  However, we want to make sure that a requestor CAN reply after they submit a ticket via the Portal and receive an email from the system address, automated or otherwise.Is this something that I am just not seeing? I’m afraid that if I flag our Freshservice email as a SPAM address, Requester replies will be flagged and their valid tickets won’t be updated. Thanks!Scott

290
SW-Scott
Skilled Expert
manojvi
Apprentice
manojviApprentice
asked in Ticket & Workflow Management
Ticket routing between groups

I have two groups in fresh service with different set of Agents in each group. There are two teams working in different time zones.I want to route tickets landing between these groups in different time slots.For reference i want incoming tickets from 0000hrs to 1300hrs to land in group 1 and tickets from 1301 to 1159 land in group two.How can i do this.

161
A
Community Debut
T
Contributor
tamas.andrassyContributor
asked in Ticket & Workflow Management
Company ticket field Not Enforced as Required on Ticket Closure

Hi everyone,We’re using Freshdesk and regularly generate reports based on the company of the contact, which the agents link to each ticket. To ensure this field is always filled in, we’ve configured the "Company" field (under Admin → Ticket Fields) to be required when closing a ticket by enabling the option (as seen in the image below). However, this setting doesn't seem to be working as expected. Agents are still able to close tickets without filling in the Company field, and this results in tickets being closed without an associated organization—leading to inaccurate reports. Is this an expected behavior?If so, is there a workaround to enforce the presence of a Company before ticket closure? (e.g., via Workflow Automator, validation app, or moving the field elsewhere?)Thanks in advance for the help!

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T
Contributor
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
posted in Ticket & Workflow Management
new and improved attachments functions

Does anyone else find this new approach to attachments to be mildly but consistently annoying?It can’t show a preview for an excel or word document, the hyperlink to download it is tiny and my people keep hitting the preview link instead, and any forwarding ends up with multiple copies of the same attachment in the ticket.I can’t help but wonder who is prioritizing things over there….. 

110
JTAVOLARO
Skilled Expert
B
Top Contributor
Brian RTop Contributor
asked in Ticket & Workflow Management
Risk Analysis for Change management

What are people doing within their Freshservice instance to be able to create a Risk “questionnaire” or have you setup anything that can help determine a “Risk” assessment/calculation for change tickets?Example:A change ticket is created/submitted and before it goes to cab there is some procedure that will ask some questions and based off of those questions, the Risk level is calculated. Also, did anyone setup a business rule that if any asset has been deemed, critical based on one of its attributes, the ticket (incident, Change ) will automatically be assigned a specific Risk level.  For change tickets this would be part of the risk assessment.

3433
B
Top Contributor
ckthiesen
Apprentice
ckthiesenApprentice
asked in Ticket & Workflow Management
Hiding Service Items With the Ability to Add Into Parent Service Item

We have created an event scheduling service item that involves multiple stakeholders. This service item includes child service items within the request. We need to hide 3 of those service items from all service items list but keep available within the service request. I found this in another similar post which allows us to hide the category these three items are in, but the items are still visible in all items list./* Catalog: Hide LAST category in list */#categories-list > li:last-child{visibility: hidden;}My question is, is there a similar entry we can put into the style sheet, that would hide those specific service items as well in addition to the category?Thanks much and Cheers!-Chris 

1403
Karel_Vlček
Skilled Expert
L
Contributor
LizMContributor
asked in Ticket & Workflow Management
How do I get onboarding and offboarding request IDs in workflows?

We are currently using the Employee Onboarding module and are testing adding the Employee Offboarding module. However, one roadblock we have hit is how to make a web request that lists the onboarding or offboarding request details so that we can trigger off the specific fields. An example use case is if the request is for an immediate offboarding, it would automate additional actions as opposed to standard offboarding. Reading the API documentation specific to this (here for onboarding, here for offboarding), I know it is possible to use: /api/v2/offboarding_requests/id and /api/v2/onboarding_requests/idBut my question is… how the heck do you get that ID in workflows?? That ID for onboarding and offboarding requests does not correspond to the ticket ID (so I can’t use {{ticket.id}}) and the ID doesn’t appear in a web request with /api/v2/tickets/{{ticket.id}} in the resulting JSON even if I try that route. The sections for Onboarding Request and Offboarding Request (example below) have

2374
M
Contributor
K
Apprentice
kbatesApprentice
asked in Ticket & Workflow Management
How to Set Ticket Location from a Service Request

New FreshService admin here, so apologies if there’s a straightforward way to do this that I haven’t found yet. We are using a Location field for a ticket (for the user to select the building they are located at) and we have also created a custom Location field on our Service Requests. These are both set to use the Asset Location as the Data Source (so essentially its a drop down with around 10 items).  When a new Service Request is submitted, we would like the selected Service Request Location to be stored into the Ticket Location (as we have made the Ticket Location a required field). I’m trying to setup a Workflow for this for when the Service Request is added.  I don’t see a built in way to reference the custom fields in a Service Request, so it looks like a Web Request has to be used.  Is this correct?Once I have the Service Request’s Location, how do I set the Ticket’s Location?   I tried to setup an Action using the “Set Location As” action, but it seems this wants a specific va

2705
ourcare131
Community Debut
G
Apprentice
GarethCApprentice
asked in Ticket & Workflow Management
Workflow automator & onboarding requests

Hi, Is there a way to use the id of an onboarding request to use as a placeholder in workflow?  Using an endpoint of https://host-fs-sandbox.freshservice.com/api/v2/onboarding_requests/{{ticket.id_numeric}} in the web request returns the ticket id rather than the “id” of the onboarding request. My goal is to retrieve the employees start date from the onboarding request field cf_start_date to update the Due Date of the ticket. Is this possible? Thanks

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M
Contributor
I
Apprentice
ItsupportLLPApprentice
asked in Ticket & Workflow Management
Resolved or closed tickets

It appears that the default setting is to notify end users their ticket was resolved or closed. However, this end user is not told what resolution was to their ticket.  Unless I am missing something, why would you not tell the end user what you did to resolve their ticket?  Currently it is impossible to add a resolution note, unless you manually type it out. We process tickets that have a standard resolution, our previous system we are converting from automates all of this, we just need to choose a specific item. It adds the pre-created resolution and resolves the ticket. End users right now, just get an email that says Your ticket - ticket subject -  has been closed.We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reply to this email.If this ticket was opened two weeks ago, I would have no idea what it was about. This seems like a failure on a basic feature. 

1153
V
Contributor
V
Contributor
Virginia HagertyContributor
asked in Ticket & Workflow Management
How to set up locations?

We use Freshservice and I am really struggling with locations.  We have 13 different locations and am struggling to get the location from the INC or SR into the ticket properties without having to create separate entries in workflow for each site.  We have tried using a custom field (which we set up for our INC form), and just recently tried using Locations in Assets.  I cant get a custom object to let me set up a drop down locations without having to set it up service item by service item, even though I already listed those out in the custom object.  How do we get the location over to the ticket properties?I have no experience with Web Requests, JSON or Expression Builder but can usually pick up on things quickly when provided clear and simple instructions.  

240
V
Contributor
I
Top Contributor
ITservicedeskTop Contributor
asked in Ticket & Workflow Management
Employee Onboarding - Assign Reporting Manager as the requester for Service Request

We are starting to work with the employee onboarding process, in which our Human Resources department initiates the process, then the reporting manager is providing additional information and selecting the service request items from the built kit. The issue we are experiencing is we would like the service request items to reference the reporting manager as the requester, as opposed the HR member whom initiated the process. I’m trying to determine how this can be setup in workflow, or is there an option I’m overlooking in the onboarding setup.

11736
M
Community Debut
Anqders
Contributor
AnqdersContributor
asked in Ticket & Workflow Management
Expression to Create Task 3 Weeks After Task Completion with Specific Date Conditions

Hello,I’m trying to set up a workflow automation in Freshservice where a new task is created 3 weeks after a task is marked as "Completed", but I need to ensure the following conditions for the due date of the new task: If the 3-week deadline falls between the 1st and 14th of the month, the due date should be set to the 15th of the month. If the deadline falls outside of this range, it should be set to the calculated date (3 weeks from the completed task). Additionally, if the calculated date happens to fall on a weekend (Saturday or Sunday), I’d like it to be adjusted to the following Monday. I’ve tried using the Expression Builder with functions like addDays(), formatDateTime(), and if(), but I keep encountering syntax errors or incorrect results.Here is the expression I’ve tried so far:if( formatDateTime(addDays(task.completed_at, 21), "dd") <= "14", parseDateTime(formatDateTime(addDays(task.completed_at, 21), "yyyy-MM") + "-15"), addDays(task.completed_at, 21) ) This doesn’t

904
Anqders
Contributor
R
Apprentice
roland.ngApprentice
asked in Ticket & Workflow Management
Update ticket's due by date with value from custom field

Hey guys, When I tried to use APIs in Workflow Automator to enable manual update on due by field and then update ticket’s due by & first response by with value from custom datetime field using placeholder, the date time is not the same as the value I put in the custom datetime field. Let say my time zone is set as GMT +8 (Hong Kong), when the custom datetime field is 2021-12-31 00:00, the ticket’s due by will be updated as 2021-12-31 08:00, which should be 2021-12-31 00:00. I checked that the value from custom datetime field placeholder has the correct time zone information by just adding the placeholder value as note content, and it shows “Fri, 31 Dec, 2021 at 0:00 GMT +0800”. Please advise if I have done anything wrong.

7843
micheal jame
Community Debut
C
Skilled Expert
Chris SherlockSkilled Expert
asked in Ticket & Workflow Management
Unable to enter text in the description of an incident reported via the iPhone app

I am trying to report an incident via the FreshService iPhone app on iOS, but the field appears to be read only. It happens when you click on To-Do, then click on the + button, click on report and incident and then try to fill in the description.I am a customer of Fresh and I duly logged an incident. See #12837999.Fresh have advised me this is not considered to be a bug, but a feature. When I objected, here is there response: We agree that this is a fair ask and there a few customer asking for this feature too. As mentioned earlier,  But implementing this depends on various other factors that plays a major role in the process of building a feature.  1)Actual demand for the features from our customers.2)Technical feasibility of building the feature.3)Alignment with the current road map for the product.

365
C
Skilled Expert
B
Apprentice
BryanHApprentice
posted in Ticket & Workflow Management
Workflow Ticket Event: Note Added vs Reply

Scenario: You have a ticket with an assigned agent, requester, and CC’ed/Shared user. Depending on who and how they reply, the workflow action will either be triggered as “Reply is sent” or “Note added”. In short, an agent replying by email, or a CC’ed/Shared user replying by portal, is categorized as adding a note. Shouldn’t this be considered a reply?  Agent Requester CC'ed/Shared Replies using email Note added Reply is sent Reply is sent Replies using portal Reply is sent Reply is sent Note added Adds note using portal Note added N/A N/A  This inconsistency is making it difficult to develop workflows that work as expected. Have others noticed this too?

340
B
Apprentice
LNew
Top Contributor
LNewTop Contributor
posted in Ticket & Workflow Management
Some things I have learned using the Fresh PowerShell Automation App

I’ve been working with Freshservice automation and its PowerShell Orchestration App for over a year now, and I thought I’d share some of the things I’ve learned.The PowerShell App times out after around 23 seconds.This is apparently the length of time it takes to poll the process 10 times - if there’s no response after this, the Orchestration/Workflow just forgets about it.Errors are different depending on whether you’re running a PowerShell function or a PowerShell script.If you’re anticipating an error in the Automation workflow, you can usually capture it by looking for a response from the app that isn’t 200 (or greater than 299, if oyu might expect another 2xx code). Whilst this works fine for PowerShell functions, it doesn’t work for PowerShell scripts - call a .ps1 file, and the result will always be ‘200’, even if your script fails.Tagging a ticket does not trigger an ‘Updated’ event.Workflows begin with triggers, such as ‘Service Request raised’ or ‘Ticket updated’. But just ad

14699
beckyricee
Community Debut
L
Contributor
LexFernandezContributor
asked in Ticket & Workflow Management
How do I change the literal backslash + n ("\n") to a newline character

Hi, everyone.I’m trying to send a text to the Description field - Text = Hello\nWorld\nThe ‘\n’ is really ‘\n’ and not a special character.How do I change the literal backslash + n ("\n") to a newline character?Background - I parse the ticket and received “Hello\nWorld\n”, I sent that response to the worknotes and it also shows the same   “Hello\nWorld\n”.

517
Daniel Söderlund
Skilled Expert
S
Apprentice
stolan2Apprentice
asked in Ticket & Workflow Management
Requestor response to untouches ticket counts as initial response?

I was looking at a ticket that had sat for days after creation without being touched. The requestor added a note asking for an update and this date/time is showing as the Initial Response Time. Why did this happen and is there any way to limit this to an agent adding a note?

331
jonahrich
Community Debut

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