Overview

This article covers how to use workflow automations to modify ticket descriptions after creation from Journeys, how to validate the automation, and how to troubleshoot if the description is not updating.

Using Workflow Automations to Update Ticket Descriptions

Such ticket descriptions cannot be configured directly during ticket creation from Journeys. As a workaround, workflow automations can be used to update the description after the ticket is created. Navigate to Admin > Workflow Automator and create a new automation or edit an existing one. Configure a trigger condition that matches tickets created from Journeys as ticket source or subject. Add an Update Ticket action and specify the description to apply. Save and publish the automation, then test it by creating a ticket from Journeys to confirm the description 

updates as expected.

Note: Workaround: This is the only supported method for modifying ticket descriptions generated from Journeys, as direct configuration during ticket creation is not available.

Validating That the Automation Is Working

Ensure the workflow automation is active and correctly configured. Create or replicate a ticket that meets the trigger conditions and open it to verify whether the description has been updated as defined in the automation. If the description is not updated, review the automation configuration for errors or incomplete settings before proceeding to the troubleshooting steps below.

Troubleshooting a Description That Is Still Not Updating

If the description continues to not update, recheck the trigger conditions to ensure they accurately match the criteria of tickets generated from Journeys. Verify that the Update Ticket action is correctly targeting the description field with no typos or errors in the text. Confirm the automation workflow is in an active status. Then navigate to Admin > Workflow Automator > Activity Logs to check for any execution errors and identify the root cause. If the issue persists after all these checks, escalate to Freshservice support with a screenshot of the workflow configuration and logs for further assistance.