this is real standard use case - wanting to know when a ticket is assigned to someone and then performing an action using API
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Power Automate connector trigger required: when a ticket is assigned to an agent
+8- Community Manager
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Best answer by Daniel Söderlund
mahendarsingh wrote:
Does this means custom app is the only go ?
Custom app yes as far as I understand the what they wan’t. But it will be about the same as the build in automation with the app trigger on agent change and it makes a API request to the Power Automate.
You could do a GET on all tickets from a external app like Power Automate but there are a limit on how many requests you can do per minute so they need to build a cue system for let say 70% of max requests per minute. But then you need to store all tickets and match them to the new status. It’s not a good way to do it.
+14mahendarsingh wrote:
this is real standard use case - wanting to know when a ticket is assigned to someone and then performing an action using API
Have you tried Automation rule → Ticket update, agent changed from any to any agent ?
Solution consultant @ synerity.eu, A new error is always a sign of progress!
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+8- Community Manager
- 117 replies
Suggested the same earlier but customer wants to do the action explicitly using API/webhoook on powerautomate
Mahendar, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
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+14So don’t want the built in automation system. Then I guess a server less FD app that dose the same thing.
Solution consultant @ synerity.eu, A new error is always a sign of progress!
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+14mahendarsingh wrote:
Does this means custom app is the only go ?
Custom app yes as far as I understand the what they wan’t. But it will be about the same as the build in automation with the app trigger on agent change and it makes a API request to the Power Automate.
You could do a GET on all tickets from a external app like Power Automate but there are a limit on how many requests you can do per minute so they need to build a cue system for let say 70% of max requests per minute. But then you need to store all tickets and match them to the new status. It’s not a good way to do it.
Solution consultant @ synerity.eu, A new error is always a sign of progress!
1 person likes this
+8- Community Manager
- 117 replies
Understood. thanks a ton Daniel :)
Mahendar, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
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