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Freshdesk allows you to configure automation rules that run immediately when specified conditions are met. Automation rules save both time and effort by performing repetitive tasks.
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Types of Automation Rules
There are 3 types of automation rules available in Freshdesk.
Ticket Creation
These rules run on a ticket when it is created under specified conditions.
Examples:
- Set ticket priority to Urgent based on the contact/company
- Assign tickets to different agents based on the contents of the subject or description. For example, assign all tickets with the subject refund to the Refund team
- Delete spam, auto-replies, and out-of-office emails before they appear on your ticket list
- Assign tickets to different groups based on the ticket requester's timezone
- Send an email notification to customers raising a specific kind of request
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Ticket Updates
These rules check for events that update a ticket and perform actions based on the conditions.
Examples:
- Reassign a ticket once the ticket's priority is changed
- Notify the manager when an agent receives a negative satisfaction rating
- Trigger webhooks (to send a text message to the agent when the requester replies and so on)
- Tag a ticket with Bug when the group is updated from support to development
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Time Triggers
These rules scan all tickets once every hour and check if a ticket has been under a condition for a specific period. Since these rules run once per hour, the time limit specified should always be greater than or equal to one hour.
Examples:
- Close resolved tickets after 48 hours if the customer hasn't responded
- Notify the manager when there are too many agent/customer interactions in a ticket that has been open for a long time
- Remind the agent to respond to a ticket that received a requester response from a specific some time ago
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Limitations, caveats, and workarounds
Keep the following in mind when working with automation rules:
- Automation rules are executed in order from top to bottom. Arrange your rules based on your workflow.
- You cannot send attachments via automation rules, but you can send URLs.
- You cannot export your automation rules as a list. However, you can get them as part of an account export.
For additional support, contact support@freshdesk.com.