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Freshdesk allows you to configure automation rules that run immediately after a ticket is created or updated and perform actions if specified conditions are met. Automations save both time and effort by performing repetitive tasks. 

The different types of automation rules available in Freshdesk are:

  1. Ticket Creation: Runs on every ticket as soon as it is created.
    • 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

      For more information, see Setting up automation rules to run on Ticket Creation.
  2. Ticket Updates: Checks for events that update a ticket and perform a set of actions based on the condition.
    • 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

      Note: The rules execute in the order in which they are arranged. For more information, see Setting up automation rules to run on Ticket Updates.
  3. Time Triggers: Scans all the tickets once every hour and checks if a ticket has been under a condition for a specific time period.
    • 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

      Note: Since this rule runs once per hour, the time limit specified should always be greater than or equal to one hour. All the rules execute in the order in which the rules are set.

      For more information, see Setting up automation rules to run on Time Triggers

Note: The execution order of the automation rule will be in ascending order. You can always choose to swap the order of rule execution.

Note: Currently, it is not possible to export the list of automation rules configured or the list of tickets affected by an automation rule.