The Supervisor in Freshdesk allows you to bring your workflows into your helpdesk and define specific actions based on time- and event-based triggers. 


For example, say a customer's submitted a ticket but the agent's been unable to solve the problem because the information is inadequate. It's been a couple of days and the user still hasn't replied. Traditionally, your agent would have to remember the ticket, go back and send out another reminder email. 


However, with the Supervisor, you could set up a simple rule to send out automatic reminder emails if the customer hasn't gotten back with the information in, say, 24 hours. 

 

The Supervisor runs once every hour and processes all recent tickets - tickets updated in the past 30 days. Supervisor rules are processed sequentially, but a rule may cause certain actions that trigger subsequent rules.


A quick guide for creating a Supervisor rule 

  • Login to the helpdesk as an administrator. 
  • Go to Admin > Helpdesk Productivity > Supervisor
  • Click New Rule

  • Enter an appropriate name and description for the rule.            


  •  Define the conditions which act as a trigger for this particular rule:
    • Choose the condition elements from the dropdown list and define the condition filters

    • You can add additional conditions by clicking Add new condition

    • Specify whether all conditions need to be matched, or just any one, in order to trigger the rule

    • You can also perform OR operations on dropdown ticket fields (default and custom)

    • You can delete a condition by clicking on the corresponding - icon

  • Add the first task you would like to perform by selecting an Action from the dropdown list.
    • For example, to set ticket priority as High, select Set Priority as in the first dropdown list and choose High.

  • Add more actions by clicking Add new action.
    • You can delete any action by clicking - icon.

  • Click Save once you're done.


The list of supervisor rules created will be listed on the Supervisor page. Edit or delete existing entries by hovering over the option and choosing Edit or Delete/Deactivate.


If you want to create a supervisor rule that is very similar to an existing one, you can use the Clone feature to essentially make a clone of that particular rule. 



Notes:

  • The conditional elements are not case-sensitive. So if you're setting a rule that acts on tickets whose subject contains 'Refund', the rule will get activated regardless of whether you use 'Refund' or 'refund'.
  • You cannot specify more than one keyword in a condition i.e if you're setting up a rule that acts on tickets whose subject contains 'refund' or 'payment', you have to specify only one keyword per condition (i.e a condition for 'refund' and one for 'payment') and select the Match Any condition radio button.
  • If you're setting up a rule which acts on tickets whose subject contains 'refund', tickets with the words 'refunded' in their subject will also match the rule. Similarly, a rule which is supposed to act on tickets whose subject contains 'want a refund' will also act on tickets whose subject has 'want a refund now'. However, tickets whose subject contain 'refund' will not be acted on by this second rule.
  • The Supervisor rule runs based on Calendar hours and gets executed appropriately.

The Supervisor in Freshdesk allows you to bring in your workflows into your helpdesk and define specific actions based on time and event-based triggers. For example, say a customer's submitted a ticket, but the agent's been unable to solve the problem because the information is inadequate. It's been a couple of days and the user still hasn't replied. Traditionally, your agent would have to remember the ticket, go back and send out another reminder email. However, with the Supervisor, you could set up a simple rule to send out automatic reminder emails if the customer hasn't gotten back with the information in, say, 24 hours. 

 

The Supervisor runs once every hour and processes all the recent tickets, the tickets updated in the past 30 days. Supervisor rules are processed sequentially, but a rule may cause certain actions that trigger subsequent rules.


A quick guide for creating a Supervisor rule 

  • Log in to the helpdesk as an administrator. 
  • Click on the Admin tab.
  • Under Helpdesk Productivity, click on Supervisor. 
  • Click the New Rule button. 

  • Enter an appropriate name and description for the rule.            

 

           

  •  Create conditions which act as a trigger for this particular rule:
    • Choose the condition elements from the drop-down list and define the condition filters

    • You can add additional conditions by clicking on Add new condition

    • Specify whether all the conditions need to be matched or any one condition is enough to trigger the rule

    • You can also perform OR operations on dropdown ticket fields (default and custom)

    • You can delete a condition by clicking on the corresponding ‘-’ symbol

  • Add the first task you would like to perform by selecting an Action from the drop-down list.

    • For example, to set the ticket priority as 'High', select 'Set Priority as' in the first dropdown list and choose 'High'.

  • Add more actions by clicking on the Add new action option.

    • You can delete any action by clicking on the ‘-’ symbol.

  • Hit Save once you are done to save the supervisor rule.

     



The list of supervisor rules created will be listed on the Supervisor page. You can also Edit an existing entry or Delete/Deactivate it by hovering over the option and choosing Edit or Delete/Deactivate.


If you want to create a supervisor rule that is very similar to an existing one, you could use the Clone feature to essentially make a clone of the particular rule. 





Notes:

  • The conditional elements are not case-sensitive. So if you're setting a rule that acts on tickets whose subject contains 'Refund', the rule will get activated regardless of whether you use 'Refund' or 'refund'.
  • You cannot specify more than one keyword in a condition i.e if you're setting up a rule that acts on tickets whose subject contains 'refund' or 'payment', you have to specify only one keyword per condition (i.e a condition for 'refund' and one for 'payment') and select the Match Any condition radio button.
  • If you're setting up a rule which acts on tickets whose subject contains 'refund', tickets with the words 'refunded' in their subject will also match the rule. Similarly, a rule which is supposed to act on tickets whose subject contains 'want a refund' will also act on tickets whose subject has 'want a refund now'. However, tickets whose subject contain 'refund' will not be acted on by this second rule.
  • The Supervisor rule runs based on Calendar hours and gets executed appropriately.