Automations and Workflows

I know that merge tickets close out the secondary tickets and attaches to the primary ticket but do the users who submitted the secondary tickets still get replies if i reply to the primary ticket? Does associated tickets do the same? Do the associated tickets get the reply if you reply to the primary parent ticket?

I spent 15 mins with Support today trying to create Business Hours for New Years day. Since it is in 2025 it’s not possible.Ludicrous!

We are experiences issues with notifications on Incident cases where a Requester is also an Agent in FreshDesk.The Requester (Agent) updates a case with a public Note or answers an email notification from the case, however the other Agent assigned the case is not consistently receiving an email notification that the case has been updated with an answer. In some cases this works, in others it does not.I can see others have had similiar issues:I am not getting email notifications when a note is added by another agent | Freshworks CommunityPrivate Note Notifications missing for agent | Freshworks Community

I have created a workflow under Project Settings. However, when I update a task, the assigned group does not receive the email notification that I configured as a custom action during the transition from Open to In Progress.  

I'm currently using Freshdesk as my primary customer support platform and I need to export tickets on a regular basis for reporting purposes. However, manually exporting tickets can be time-consuming and tedious, especially when I need to export large amounts of data.I'm wondering if it's possible to schedule export tickets in Freshdesk, and if so, how can I set up this feature? Are there any third-party tools or integrations that can help me automate this process?Specifically, I'm interested in learning about the different scheduling options available in Freshdesk, such as daily, weekly, or monthly exports. How do I determine the best schedule for my needs and ensure that the exported data is up-to-date and accurate?Additionally, I'm curious about the different export formats supported by Freshdesk, such as CSV, XLS, and PDF. How do I choose the right format for my reporting needs, and what are the benefits and limitations of each format?Moreover, I'm in

I have a Automation on our Freshdesk instance where a ticket is first Assigned to a group, then a Adds a tag and finally sends an Autoreply email with the assigned Agent Name as a Placeholder.  The Group is setup so that Agents get assigned the ticket using the Round robin ticket assignment option.  The email which is getting generated however is not showing the assigned Agent Name, and instead is just blank.  I tried testing the Agent Name field with a separate Automation which runs independently of the Automation mentioned above and then the Agent Name appears. Can anyone provide me with some guidance on how I can make the Agent Name appear in the Autoreply email as the last step of my Automation?

I’m looking for a way (workflow or alert) to auto create an incident or service request that's attached to the contracts > contractor feature when a contract is set to expire. 

Has anyone had success with reminding requesters to reply to tickets? For example, agent replies, if hours since agent replied is 9 and status is awaiting response, send email to requester.I found this post from several years ago, but I’m trying to avoid adding checkboxes to our ticket forms just for this purpose. I’ve implemented the below but it just fires an email every hour on the hour once the top condition is met; apparently disregarding the second condition (listed below).  As a bonus, we’d like to only send the email during business hours. First attempt conditions (all):Status is awaiting response Business hours since agent replied is greater than 8 Business hours since agent replied is less than 9Result: User receives email every hour after 8 hours regardless of ca

Hi everyone,I am trying to set up email triggers in Freshdesk to automate responses based on certain ticket conditions. However, I'm unsure how to create custom triggers that would match specific keywords in the subject line. Could anyone guide me through the process or provide some examples of custom trigger setups?Any help would be appreciated. Thanks!

I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?

I have a scheduled workflow that checks if it is the “hold until date” (custom date field), and if it is, moves the ticket from hold or pending to open for review. As part of the workflow action, I would like to also reset the “hold until date” to a blank value. Is there a way to do this from the workflow action, or do I need to use a webhook? One thought I had was to use an expression node to produce a null date, then set the date field to the output of that expression, but I couldn’t get a formula to pass validation.

#DidYouKnow - 65% of customer leaders worldwide are embracing remote or hybrid operating models that accommodate work-from-home as well as working from office as they move forward.As customer experience becomes the difference between keeping or losing customers, companies are increasingly turning to technology to create great customer experience. New technology solutions can help customer service teams automate support processes, focus on creating memorable experiences, and at the same time, help more customers solve simple problems on their own. Read more.With this change, we're witnessing the rise of a new brand of customer service that's centered around agility.What do you think about the role of technology in customer service?

Hi,I'm trying to automate tag management: when a ticket is updated, I look at the value of specific fields to change the ticket tags.It works fine to add tags, but not to update them. My use case:In a given dropdown field, each value has an associated tag. I have three fields, and when the agent changes the value of any of the fields, the automation should change the tags too.By using a PUT request to update the ticket, it works if there's only one tag (one field with a selected value). If there are two tags, instead of updating the tags list, all new tags are appended to the list. Illustrating:old tags = [‘field1_tag1’,’field2_tag1’]new tags = [‘field1_tag1’,’field2_tag2’] → this should be the ticket new tags valueupdated tags = [‘field1_tag1’,’field2_tag1’,’field2_tag2’] → this is what shows in the ticket I'd like to know if that is by design or if I'm missing some inform

We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?

Hello all,As the title says, Is there a way to automate adding a to-do list to a ticket. I am looking to attach a list to a ticket based on certain conditions, so as whosoever picks that ticket knows what all steps are required to resolve it. I open to using 3rd party app. The endpoint to create a to-do list is also not available unfortunately. Thanks 

Hello Everyone! 👋We’re all set for the upcoming Freshdesk Custom Objects walkthrough session by  ​@pranav.venuturumilli and Bindu , and I wanted to open this space ahead of time so you can get everything you need.✅ Have questions already?If you’d like our experts to cover something specific, feel free to drop your questions here in advance. Even if you can’t make it live, we’ll make sure your questions are passed along.🔗 Joining linkYou should have received the Zoom registration link by email, but in case you haven’t, here it is again: https://freshworks.zoom.us/webinar

I am submitting this as an enhancement, as this functionality does not exist, to my knowledge. There have been a few requests/questions around this topic, but it appears they have all been archived, or the original need has not been captured. We receive tickets through various channels where we need to set or update the Subject for appropriateness and data governance. When tickets are received/created - the original requester email sets the ticket subject. We need the ability to set/update the subject using Automations, Scenarios, and Canned Responses. That way, when we programmatically or manually respond to the requester, the email subject line appears per our Company Policy and branding guidelines and provide consistency for data governance purposes. Furthermore, it is inefficient for end users to update these manually.

I am in the process of creating a workflow which is based on a condition similar to the below.    If it is YES, it sends an approval mail to an approver and if it is NO, I want it to automatically set the Approval status to Approved.    I am able to create the action to send the approval email when it is YES but I have not able to find a way for automatically setting the Approval status to Approved using Expression Builder or another way. Can you ideas? Workarounds?

I want to create a scenario automation for another user but I do not believe it is possible.I can create for myself, all agents or agents in group.Scenario:We have restricted access to agents creating scenario automation to senior agents as the automation can allow for anything including deleting of tickets.The problem is agents want to have some of their own automation for typical ticket updates they do.I want to create an automation for the individual but it is either for myself, All or in a group which does not work for us. It seems the only solution would be to give the user the access but then we run the risk of them creating automation we do not want them to have. Any ideas?

I created 2 new types in ticket Type list, but when i want to use them in automation, i do not find them in the list.They are visible on the form for ticket creation but not in automation.It’s really urgent.

Hey everyone,We’re kicking off Freshdesk Automations – Ask the Expert Session shortly.Haven’t registered yet? Do it now and save your spot:   Need help getting in? Please login using the below link. https://freshworks.zoom.us/webinar/register/WN_ibpa1PiwT3CWYjzY695Tyw If you are unable to join, please ping me here on the comments, I should be able to help you!

We have cases that approval is required from customer’s department that has not initiated the ticket , therefore is not the requestor of the ticket.The automation rules have the option only if the requestor replies or adds a public / private note. There fore we missed a customer’s approval.  

Hello,I am creating a workflow that will onboard/offboard our IT contractors. The profile creation and AD group assignment is happening through a Sailpoint automation. Therefore, SailPoint API is called when the workflow determines it’s a onboarding request. In addition to the profile creation, there are two applications the contractor may need access to; application A and application B. If both applications are needed, the workflow uses Fresh PAT to create one ticket for Team A (to complete application A setup), and a separate ticket for Team B (to complete application B setup). The issue is, Freshservice support told me I can only use 1 type of API call per workflow and it must be consistent across all nodes;therefore I cannot utilize both the FreshService PAT and SailPoint API. Has anyone run into this issue before? This seems like an odd limitation I’d like to workaround. The SailPoint API is already struggling and failing to keep up with the volume of requests and I’d ra

HiOn my portal i have 2 different forms for my customers, creating different types of tickets. Now i would love to set up a filter for my agents to only see tickets that are created in a specific form. If you view the details of a ticket, there is the information about the os, the form,… but i cant find a way to use this as a filter. Reason i need this:I need to have asome kind of identification on my tickets that are unique based on what kind ot ticket they are are not changeable by anyone after creationif there is another way help would be appreciated, thanksChristian