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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.com

For 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 iD

Subject: 

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.

 

 

Thanks

JM

You can find a lot of these requirements in the conditions and action nodes of the workflow automator. It would be something like:

Trigger: ticket is raised

Condition: Requester is xyz@test.com

Action: 1. Skip new ticket email notifications

             2. Send email to requester with the custom email notification you have created

             3. Assign to agent group 

Hi @David Pietrs 

 

I have created the workflow. Please find the attached screen shot. Are these correct?

Conditions I gave the Source of the ticket is Email.

Requester Email is jyotimalhotra2816@gmail.com

Requester Email is jyotimalhotra283@gmail.com

 

 

 

Thanks & Regards

JM

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