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Automations save you both time and effort by automatically performing repetitive tasks so your field technicians can focus on providing service to customers wherever they are.
For Freshdesk Field Service Management, you can currently set up two types of automations.
Rules that run on/can be executed on
What do they do?
Service Task creation
Execute actions on every service task as soon as it's created
Service Task updates
Execute actions on service tasks when they're updated based on specified criteria.
You can automate routine processes by building simple three-step workflows.
New ticket created
'Type' field is set as “Dispatch field technician”
Trigger a webhook to create a service task
New service task created
Service task’s Product field is set as “TV”
Assign to “TV repair” service group
Service task is updated
Service Task status is updated to “Resolved”
Add a note to parent ticket “TV issues are fixed” and set ticket status to “Resolved”
Automation rules that run on service task creation:
It runs on a service task as soon as it's created, and never runs again on the same service task.
These automation rules can be used to automatically perform actions such as:
Setting service task priority to Urgent based on the contact or company associated with the service task
Assigning service tasks to various field technicians based on the contents of the subject or description of the task.
Assigning service tasks to different service groups based on the parent ticket requester's ZIP code
The order of the rules you’ve set up is important because only the first matching rule will be executed for each service task. For example, if you've set up the following rules in this order:
Assign service tasks from Company Acme to the Priority Field Service team
Assign service tasks containing the description “Internet Down” to the Network Maintenance Team
Any service task created with Acme as the contact, including tasks with “Internet Down” in the description, will be assigned to the Priority Field Service team but not the Network Maintenance team because of the order of the rules.
Automation rules that run when service tasks are updated:
These rules are triggered when an event occurs. You can specify what action should be performed on what kind of service tasks.
Think of these rules as:
If X happens, automatically make Y happen.
If a field technician posts an update, automatically update service task status to “Waiting for a Response”
If a service task is closed, automatically add a note to the parent ticket
This automation rules can be used to perform important actions such as:
Reassigning a service task once the task priority is changed
Notifying the manager when a field technician provides an update from the field
Triggering webhooks (to send a text message to the customer when the field technician closes a task and so on)
Tagging a task with “Out-of-Warranty Service” if the customer no longer has a warranty and the service is chargeable.
Set up automation rules to automatically create service tasks:
For some tickets - depending on the customer, priority, or any other custom ticket property - if you wish to automatically create service tasks, you can do so with the help of an automation rule.
- Acme Inc. raises a support ticket. An agent updates the "Ticket Type" to "Dispatch Field Tech". When the ticket type is updated, a service task must be automatically created.
- A ticket from Acme Inc. is escalated from "High" to "Urgent" priority. This requires an immediate response from the field team. So a service task must be automatically created.