Agents often need to perform a series of actions or tasks before they can push a ticket to the next level - tasks that are not unique to that ticket. For example, with tickets concerning refunds, you'd have to tag the ticket as Refund, assign the ticket to the Refunds group, and set the status of the ticket to Processing Refund. Scenario Automations in Freshdesk let you perform a number of tasks with a single click, right from within a ticket. So every time there's a ticket about a refund, all you have to do is execute that scenario and the ticket is tagged, assigned and has its status changed without you lifting a finger.


A quick guide to creating a scenario automation

  • Login to the helpdesk portal. 

  • Go to Admin > Helpdesk Productivity > Scenario Automation. 

  • Click New Scenario.

  • Enter an appropriate name and description for the scenario you are about to create.



  • Add the first task you'd like to perform by selecting an Action from the dropdown list.

    • For example, to set ticket priority to High, select Set Priority in the first dropdown and then select High.

  • Add more actions by clicking on Add another action.

    • You can delete any action by clicking on the - icon.

  • Once you're done, click Save.


The list of created scenario automations is displayed on the Scenario Automations page. You can edit or remove an existing entry by hovering over the option and choosing Edit or Delete. You can also replicate a scenario automation by clicking on the Clone button next to the scenario you wish to duplicate. For more on how your agents can execute and verify scenarios, click here.


 


Often, your agents need to perform a series of actions or tasks before they can push a ticket to the next level; tasks that are not unique to the ticket under concern. For example, with tickets concerning refunds, you'd have to tag the ticket as a 'Return', assign the ticket to the Refunds Group and set the status of the ticket as 'Processing Refund' to be done with it. Scenario Automations in Freshdesk let you perform a whole bunch of tasks with a single click, right from within a ticket. So, every time there's a ticket about a return, all you have to do is execute that scenario and the ticket is tagged, assigned and marked as 'Processing Refund' without you lifting a finger.


A quick guide for creating a scenario automation

  • Login to the helpdesk portal. 

  • Click on the Admin tab > Helpdesk Productivity > Scenario Automation.

  • Select the New Scenario button.

  • Enter an appropriate name and description for the scenario you are about to create.

                   

  • 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 drop-down list and choose 'High'.

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

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

  • Once you are done, hit Save to save the scenario.


The list of scenario automations created will be listed in the Scenario Automations page. You can also Edit an existing entry or Delete it by hovering over the option and choosing Edit or Delete. You can also replicate a scenario automation, by clicking on the Clone button corresponding to the scenario you wish to duplicate. Read this solution article to find out how your agents can execute and verify scenarios.