Workflows and Automations

Hello Everyone!Welcome to our community! Join us today to start your journey in mastering workflows and driving innovation in automation! We're excited to share a curated list of commonly requested workflow use cases that reflect current and historical requests. We are committed to keeping our content up-to-date. As new requirements emerge, we will continue to expand our list of use cases. These use cases have been organised into categories to make finding what you need easier and exploring relevant topics.By becoming an active member of our community, you’ll have the opportunity to explore diverse workflow scenarios and take a leading role in advancing automation practices. ContactsUse case: To ensure sales owners reach out to the prospects within 3 days of contact creationDescription: If the created at is 3 days and the last contacted time is empty then a workflow needs to be triggered sending a follow-up email to the sales owner.Workflow Configuration: Use case: To celebtrate 1 y

2030

8 months ago

Srini :-)Contributor

published in Workflows and Automations

Ask Me Anything: Automation in Freshsales | October 27 - November 3ASK ME ANYTHING

Hey, I am Srini.I have been with Freshworks for over 4 years. I joined Freshsales as a customer support engineer. A year ago, I moved to the products and engineering function of Freshsales. I love solving problems, building creative solutions, and partying! Drop a Hello in the comments! :) It's time to talk automation in Freshsales! Here’s how it works👉Community members and Freshsales customers share drop their questions around Freshsales and automations in the comments section below🕵 I will reply to each one of you with my thoughts and suggestions, doing my best to solve any challenges you might be facing⏱ Dates: This conversation is open from October 27 to November 3. 💬Wondering what you can ask me? I’ve listed out a few to make it easier:1. Automate a series of emails with Sales Sequences in Freshsales - When, Why and How. 2. Categorizing contacts and assigning to sales people - How can Freshsales help you? 3. Let automation take over this holiday season - What are some best pr

2869

1 year ago

rhea.desouzaCommunity Manager

published in Workflows and Automations

Community Carnival: Sales and Marketing Village

This Sales and Marketing Village is all set to exude holiday cheer with product resources, AMAs, games and more. While this village might not come draped in jack-o-lanterns, spider webs, and costumes, there’s definitely a lot to expect tucked in. Here’s the lowdown →Day 1 - October 27💬 Ask the (Product) Expert with @Srini :-) : Freshsales AND Freshmarketer✅ Resource: Grow your Online Store with Freshworks📣 Demo: Modern Views, Lists, Segments and Email Campaigns✅ Resource: 5 nightmares that haunt sales people (and how to make them stop)✍ Answers with Aish: Freshsales Tips Day 2 - October 28📌 Freshsales Bootcamp: A series of videos to get you started with Freshsales✅ Resource: Cart Abandonment Ebook🎈 Game 2: Create your own madlib!✍ Answers with Aish: Freshsales Tips As a part of the curated peer-to-peer learning experience, we hope to take this 2 day extravaganza to the next level, with your help! While we busy ourselves putting up the last minute decorations, and creating a Village

2408

2 years ago

Patrick KayApprentice

asked in Workflows and Automations

Change Management Approvals - Dynamic

Hi All!I am currently building out our change management module in my sandbox environment. The business I work for has around 15 different CAB approval areas. A change requestor can select from 1 approver to up to all 15 if necessary to approve the change. The issue I'm having is once selected, getting the approvals to go onto the change in parallel, so that each area can approve or reject the change at the same time as any other, in order to speed up the change process.I have tried creating separate workflows for each area that triggers when a change is updated to the status of “Awaiting Approval”, and the condition of the “CAB Approval Area” field being chosen. If this matches, an approval email is sent to the Change Approvers. This works fine if one area is chosen, but I cant see a way to create in one workflow, a dynamic way of checking which “CAB Approval Area” has been chosen, and send an approval email to each area for them to approve in parallel with each other.I tried separate

365

21 days ago

stevemcTop Contributor

asked in Workflows and Automations

How do I set a default value for a form fields in Contacts, Account, Deal or Custom Modules

I don’t see any way to set default values in fields added to Contact, Account, Deal or Custom Modules.For example, I add a checkbox to a Custom Module, There seems no way to cause the checkbox to default to “Enabled”.Likewise, if I add a dropdown list, I have no way to set the default selected item.Same would be useful for other fields such as:Text box Multi-select Date (for date I’d like to default to values such as +7days, +1 month, +1 year, etc.Is it possible to set default selected item? How?

14145

24 days ago

shivani.12Top Contributor

posted in Workflows and Automations

5 ways to keep leads flowing through the holidays

The last holiday break of the year is almost here. As you transition from one celebration to another, you can’t risk ignoring the leads in your pipeline. There’s a lot of potential customers and revenue that could slip through the cracks when you’re not watching. To keep up your sales velocity this Holiday Season, let AI do the grunt work for you. Here are five ways to keep leads flowing through the holidays: 1. Communicate your unavailability/availability: Your business website is open 24×7 for prospects. Once they are on your website, they may need more information or quick answers. With an AI chatbot deployed for live chat, you can engage your website visitors. Using a CRM with auto-assignment, you can route incoming chats to a sales rep who’s available on shift and take the business forward. 2. Set up appropriate handovers: Having proper handovers in place ensures a seamless transition of your deals in your absence. With contact notes, agents who engage with leads on your behalf

594

1 month ago

Gururag KalanidhiSkilled Expert

posted in Workflows and Automations

What do you use Workflow Automation for and how does it help you?

Workflows help you automate certain actions in your business process to boost your team’s productivity. We’re adding a few examples. Feel free to add Workflows that you’ve devised for your org and share it with us how it has helped youUpdating field propertyScenario 1: Create a workflow to segment customers from prospectsIf you want to segment your contacts as prospects, you can automatically do so using workflows. When a deal is created and is in open state, you can mark the contact status as ‘Prospect’ and when the deal is won, change the status to ‘Customer.’You need two workflows to achieve this. Workflow 1: Update Lifecycle stage to Lead and and Status to NewApply Workflow To: DealsWhen do you want to execute this workflow: Execute: when record is createdRun: onceWhat condition(s) should trigger workflow actions: Deal stage is in ‘New’What Action(s) should be performed: Update all related contacts: Lifecycle stage =Lead and Status = NewWorkflow 2: Update contact Lifecycle stage to

37111

1 month ago

GoldwhiteApprentice

asked in Workflows and Automations

How we can automate my business?

Hello, I am Ozi Tech Business development officer, can the Freshwork CRM helps me automating my task or business? How it can be useful in improving my business.

1154

7 months ago

shivani.12Top Contributor

asked in Workflows and Automations

AI and chat in CRM

From productivity-boosting sales automation to tailoring customer experiences, chatbot integration and AI in CRM can help grow your sales today.So what would you say are the benefits of having AI + Chat in CRM?

835

8 months ago

service.workable.cloudApprentice

asked in Workflows and Automations

Fresh Service Backups (Workflow, Custom Object, Service Catalog Items)

Hi Forum,I was wondering if anyone has found a solution for backing up Workflows, Custom Objects, Service Catalog Items in Fresh Service.We have quite a lot of the object items Fresh service managing flows for our customers but it seems that Fresh Service only backup tickets, solutions, reports, which we are not worried about. Our main concern is if a Service Catalog item is deleted, it will affect our automation workflows and custom objects. We are looking for a solution to be able to restore Workflows, Custom Objects, Service Catalog Items in Fresh Service.

7038

9 months ago

jav.hussain2001Apprentice

asked in Workflows and Automations

Workflows to auto resolve parent ticket once child ticket is resolved

Hi, I am struggling to create a workflow that automatically resolves a parent ticket once the child ticket has been resolvedFor context. We have Equipment Request forms and a child ticket for delivery of the equipmentWe want to reduce having to manually check as the delivery is the end point of the processI can only find ways to auto resolve the child ticket once the parent is resolved but we need the oppositeAny help would be appreciated please 😭. im pretty new to workflows so unsure of APIs etc

1213

9 months ago

SKOR_98Apprentice

asked in Workflows and Automations

Approving Employee Onboarding Details

Hi all,I am currently in the process of attempting to use information parsed from a MS Form via the fresh service connector on power automate. However when I attempt to send an approval email to myself, I get no email sent to me. Below is currently the state of my workflow within Fresh serviceFlow And the expression node used to parse the information Expression used to parse stringsWhile the workflow does trigger and automate successfully according to the log, I receive no email asking for my approval. Attempting to send an approval email (blanked for privacy purposes) Would anyone know what the solution to this may be?

240

9 months ago

Patrick GSkilled Expert

asked in Workflows and Automations

Web request - API - create a ticket

Hi, Anyone could help me out on this please? New user, first time working with Web Request… been through documentation and this community for hours… just can’t find the bug 🤔Just trying to simply create a basic ticket from Web Request.Many thanks in advance!

10174

11 months ago

pradipta.chandraCommunity Manager

published in Workflows and Automations

Workflows Deep Dive (Freshsales/Freshsales Suite) - Watch-On DemandOn-Demand Video

Hello Everyone! We are here, yet again, with another most requested webinar. Join us for a deep dive into the Workflows feature inside Freshsales/Freshsales Suite. If you are new to Freshsales, or have requirements for automating certain actions to make things easier for your Teams, this webinar will equip you with the knowledge and insights needed to move forward and use the feature to it’s full potential. This webinar is curated by the Freshsales Support team, who you generally reach out to for issues/queries. We have tried to collate as many FAQs as possible, to make this webinar worth your time. AGENDA Understanding the functionality and scope of workflows Elements of a workflow Tailoring a workflow Use cases and Action logs Webhooks FAQsHere’s your link to access the webinar - Workflow Basic Use cases: Please leave a comment with your feedback or suggestions for our next webinars. We will definitely pick those up. CheersPradipta Chandra

4081

1 year ago

generikCommunity Debut

asked in Workflows and Automations

Workflow Creating a timed event based on scheduled time

Hi, I’m in the process of creating a timed event that will happen based on a service item scheduled time. The scenario is, we have a change planned and 30 minutes before planned start (which is defined in the change ticket) I want automate sending out a slack message to inform people that a change is going to happen so to not confuse anyone why systems are down or worse have them impact said change. I have already automated a slack message to posted with the change information but that’s automated when the change has been approved by CAB, any ideas on how to best proceed with how to get the workflow to read the start time and then post the message in accordance to that? I’m sorry if I might have overlooked something obvious but I figured I’d ask in here in hopes of someone already having a solution at hand :) Thanks in advance!

971

1 year ago

pradipta.chandraCommunity Manager

published in Workflows and Automations

Watch On-Demand: Email FAQs for Freshsales and Freshsales Suite

Hello Freshworks Community!!! Join us for an on-demand deep dive into the Email feature inside Freshsales/Freshsales Suite. Whether you are new to Freshsales or encountering issues with email functionality, this on-demand resource will provide you with the knowledge and insights you need to leverage the product to its full potential.This curated resource is brought to you by the Freshsales Support team. We've gathered a comprehensive set of FAQs to make this resource worthwhile for your time.EPISODE 1:Host: Akshitha Edward, Product Specialist What is Covered:Different types of Emailing Individual Emails Bulk Emails Sales Sequences Workflows Email Settings Frequent Issues - Email tracking/Link email Connecting your mailbox Authentication Methods Server/Port details Frequent error - how to solve them? Custom SMTP Vs Freshsales SMTPWATCH THE VIDEO HERE:Please feel free to share your feedback or suggest topics for our upcoming resources. We're eager to hear from you and en

1410

1 year ago

dominik_fritz-reicherApprentice

asked in Workflows and Automations

Webhook fails during workflow automation

Hello!I created the following workflow:Based on the workspace, different webhooks will be executed, but everytime it fails during the automatic workflow when a ticket was created.When I enter the ID and Subject manually and click on “Test Webhook” it works and the subject of the ticket will be changed as wished, but not during the automatic workflow.It only fails with the following message and no other informations will be written into the history:This is all information I get but not why it fails. Does anyone have an idea?Thank you very much!Best Regards,Dominik

1794

1 year ago

MarkSherbakovApprentice

asked in Workflows and Automations

How to add custom elements in Freshworks?

Hi guys!I’d like to add in my freshsales dashboard a button in a contact section. When I press the button, I want to send the contact details to webhook to 3rd party service. What’s the best way to achieve that?

3085

1 year ago

Stague71Skilled Expert

asked in Workflows and Automations

Linking an Asset to a Service Request Ticket from within a work flow

Hi,I want to link assets to a Service Request ticket using a workflow.Scenario: in a Service Catalog item i added a custom filed, that allows the requester to choose from a certain asset type (e.g. printers). so i do have the name of the printer available in a custom field for the Service request. what action or method (maybe API call?) can i use to make an association of that Asset to the ticket?any ideas?thanks, Günther

1641

1 year ago

ederphilApprentice

asked in Workflows and Automations

Get Array Length in Workflowautomator

Hi, I want to monitor all of my Assets which are in stock.So I created ah Workflow Automator which starts when a service request is raised, then I get all Assets with a GET request with a Filter in the URL. After that I use a JSON Parser to get the Array length. When the length is lower than for example 5 it should send an e-mail to the responsible person.The problem is that I get “true” back form the JSON-Parser.I hope you can help me.

2403

1 year ago

David NandApprentice

asked in Workflows and Automations

Auto Reply

This is very basic question if I just want to setup a auto-reply email to anyone who sends in a ticket or emails support, how would I do that?

5032

1 year ago

James SApprentice

asked in Workflows and Automations

Workflows - Deals Updating Lifecycle Stages

Hi All,I’m in need of some help when setting up workflows in Freshworks. I have workflows that ensure deat stages trigger updates to contact lifecycle stages, however, I am running into an issue if a contact has multiple deals associated.i.e. Contact 1 already has a Deal in the Won StageBut, Contact 1 is also associated to another deal in the Discovery StageHow do i prevent the workflows from automatically updating Contact 1’s lifecycle stage back to Discovery?The ideal workflow would beIF Deal Stage is in DiscoveryAND Contact Lifecycle Stage is not in Won UPDATE Related Contacts Lifecycle Stage Although these joint workflows don’t exist from what i can see.Appreciate any advice from the Community on this :)

1082

1 year ago

KarGupApprentice

asked in Workflows and Automations

Assigning Default values for a single field, or for dependent field.

Hi,I’m trying to reduce the fields requiring manual entries and thus want to auto populate a field called country code dependent on the country picked. Example India → 91, US → 1, etc. This is 1 to 1 mapping hence the values should be assigned by default when picking a country. Unable to do so by making it a dependent field, because even then it shows the option in a dropdown and not by default. Also, if someone can help create default values for a lot of fields it would help out. As of now all custom fields default to blanks. It should be easy to pick one option as a default field.

1791

2 years ago

shivani.12Top Contributor

asked in Workflows and Automations

Sales Automation

The responsibilities of a sales manager are vastly different from that of a sales rep. From increasing revenue and profitability to ensuring the team meets targets, a lot rests on their shoulders. How do they manage so many tasks simultaneously during the busiest quarter of the year? The answer lies in automation. So what are some sales automation features to keep an eye out on?

553

2 years ago

shivani.12Top Contributor

posted in Workflows and Automations

Maximize Black Friday sales using a CRM

Since its inception during the first Macy’s Thanksgiving Day Parade in 1924, Black Friday today is a weekend-long extravaganza, stretching to include Thanksgiving and Cyber Monday. With the popularity of online shopping today, retailers need to utilize the technology at their disposal to nurture and convert customers eager for Black Friday deals. A Customer relationship management (CRM) software is a great way to manage the rush, cement new deals, and improve customer experiences during the holiday season. Here are some CRM tactics that will help you make the most of the Black Friday rush. 1. Get to know your customers: A CRM can help you organize any data you have about your customers and prospects, from their demographic information to their browsing habits and use that data productively. Built-in analytics will help you gather context to understand buyer intent better and tailor your marketing accordingly. 2. Personalize your emails: Invest your time and money into personalized em

531

2 years ago

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