Automation rules that run on
- Ticket creation - Runs when a ticket gets created; you can make use of this to update or trigger actions for new incoming tickets.
- Time trigger - Runs on all tickets, once an hour, based on a time based update; can be used for updates you are looking to make based on 'time since' conditions, for an existing ticket.
- Ticket updates - Triggered by the occurrence of an events; to be used for triggering actions based on activity/event performed.
For a detailed overview refer to this solution article.
Go to Admin > Workflows > Automations > Ticket creation> New Rule. This automation will only work on tickets that are newly created in your account.
Refer the below solution article for a detailed setup of this automation.
All new tickets that come into your Freshdesk account can be updated with this automation.
For cases where you would like to assign a ticket with a specific keyword in the Subject, say Delivery, to the Shipping group, you can setup an automation rule under Admin > Workflows > Automations > Ticket creation > New rule.
A sample rule would be:
Conditions:
Requester Email is requester@domain.com
Subject contains Delivery
Actions:
Assign to Group Shipping
There might be cases where a third person, a delivery partner or the point of contact from a customer wants to be looped in on any conversation for tickets raised by other members from their end. To meet this requirement, you can create a new automation rule under Admin > Workflows > Automations > Ticket creation > New rule
Sample rule:
Conditions:
In Companies > Company name > is ABC
Actions:
Add CC > requester@domain.com
Once you add the rules, here's how you can reorder them
https://www.youtube.com/watch?v=Gt2VWBeuBU8&list=PLsYJ3BsyR4qGFujlW0iDtOBOf4IPVsAqt&index=14
If you need to update custom fields for new incoming tickets based on a few conditions, go to Admin > Workflows > Automations > Ticket creation and click on New Rule.
A sample use case would be to update a custom field,
'Billing Type' to Refund - if the Type of the ticket is Billing AND Subject contains Refund.
The sample rule will be:
Conditions:
Match ALL of the below
In tickets > If Type is > Billing
In tickets > If Subject > contains > Refund
Actions:
Set Billing Type as Refund
If you are receiving continuous spam emails from a contact, you can configure an automation rule under Admin > Workflows > Automations > Ticket creation > New rule to automatically mark tickets coming from the contact as Spam.
Sample rule:
Conditions:
In Contacts > Requester Name/Requester Email > is Requester/Requester@abc.com
Actions:
Mark as Spam
Using Freshdesk, you can send an auto-response notification for Out Of Office or after Business Hours. To meet this requirement, set up an automation rule under Admin > Workflows > Automations > Ticket creation > New rule.
Sample rule:
Conditions:
In tickets > If Created > During > Non-Business Hours > specify the business hours
Actions:
Send Email to requester (customize the Subject and Body)
You can also reorder the rules you've added as described in the below video:
https://www.youtube.com/watch?v=Gt2VWBeuBU8&list=PLsYJ3BsyR4qGFujlW0iDtOBOf4IPVsAqt&index=14
If you would like the 'Type' of the ticket to be updated while the ticket is being created, create a new rule under Admin > Workflows > Automations > Ticket creation and click on New Rule.
Sample rule:
Condition:
In tickets > If Subject > Contains any of > Issue or Refund
Action:
Type > Issue/Refund
Go to Admin > Workflows > Automations > New rule under the Ticket updates tab.
Sample rule:
When an action performed by:
Agent or Requester
Involves any of the following events:
Status is changed from Any Status to Resolved
Status is changed from Any Status to Closed
On tickets with these properties:
if Source > is any of > Portal
Actions:
Send email to requester (configure your email)
If you are looking to send customised notifications specific to groups to which tickets are assigned, you can set it up under Admin > Automations > Ticket creation tab or Ticket updates tab > New rule.
Automation rule to run on 'Ticket creation' (Admin > Automations > Ticket creation tab > New rule):
Condition:
In tickets > if Group > is any of > Sales
Action:
Send email to requester (customize your email)
Skip New Ticket Notification.
Automation rule to run on 'Ticket update' (Admin > Automations > Ticket updates tab > New rule):
When action is performed by
Agent or Requester
Involves any of these events
Status is changed > from any status > to Resolved/Closed
On tickets with these properties
In Tickets > If Group > is any of > Support
Perform these actions:
Send email to requester (customize your email)
When it comes to automation rules that run on ticket creation, the order in which the rules are listed under Admin > Workflows > Automations > Ticket creation tab plays a huge role.
A new incoming ticket will trigger the first rule from the list, with which the conditions are met. Once the ticket satisfies the conditions of one rule, the conditions of the rules listed below will not be checked. Please make sure that the rule that isn't working for you is higher up on the list.
Also, click on 'Activities' on the ticket page to know which rule was executed on the ticket. Based on this, you can reorder the rules under the Ticket creation tab.
Ideally, you should have rules with specific conditions towards the top and the more generic rules lower down in the list.
To enable an already existing automation rule, go to Admin > Workflows > Automations. Go to the required automation rules tab > toggle the required rule ON. This will enable the rule, and the actions will be triggered whenever the condition match.
You can turn OFF the automated email notifications (New ticket created) under Admin > Workflows > Email notifications > Requester notifications. Set up automation rules that run on ticket creation (under Admin > Workflows > Automations > Ticket creation > New rule) based on the email addresses as conditions and send separate emails to the customers under actions.
If you have a multi-lingual customer base and if each agent from your team takes care of tickets from each language you can directly assign tickets to them using an automation rule. The rule would be based on the language of the requester only and not the content of the ticket. Go to Admin > Workflows > Automations > Ticket creation > New rule.
Condition:
In contacts > If Requester Language > is any of > enter language
Action:
Assign to Agent or Group
You would be able to view the list of automations performed on a ticket, by clicking on the Activities button in the ticket page. This will display the updates made to the ticket, both manually and using automations, in a chronological order.
If you'd like to understand if the automation rules you've configured are useful for your helpdesk workflow, you can find this on the rules list page. The number of tickets that were impacted by a rule will be displayed alongside the rule.
Refer to this link to know more about automations, its functionalities, and configuration procedures.
This webinar recording will help you with best practices, popular automation rules, and tips on how to set them up.
The email responses sent out by an automation rule will not be exported when a ticket export is triggered. However, ticket activities will contain this information. You can narrow down to the email conversations sent out through automations for each ticket.
To view the ticket activities, please click on the Activities button on the ticket page.
This can be achieved by reordering the rules to place this rule at the top of the list. For each ticket the automation rule that runs on ticket creation will execute the first matching rule and stop. Click on the Reorder button and rearrange the rules to have the most important rule at the top of the list.
Yes, you can have the ticket forwarded to the required email addresses. Go to Admin > Workflows > Automations > New rule under Ticket creation tab, and under the Actions block, select 'Forward' and then customize your email. Choose to include the quoted text based on your use case.
The automation rule that runs on time triggers will run once in every hour and will execute the listed actions for all tickets that meets with its conditions. So, if a rule is configured to send out notification emails, it will result in bombarding the requester with multiple emails.
One way to prevent this is to introduce a flag (checkbox or dropdown, which can be added under Admin > Workflows > Ticket Fields) in the condition, which will act as an additional check for that rule.
Sample rule:
Conditions:
In tickets > If Hours since agent responded > greater than > 24
In tickets > if Custom checkbox > Not Selected
Actions:
Send email to Requester
Set Custom checkbox as Selected
In the above rule, the Custom checkbox field will be selected (as per the action) the first time the rule gets executed, and when the rule is triggered again in the next hour, the ticket would fail to match the condition of custom checkbox - not selected. This will ensure that the rule gets executed only once.
You can go to Admin > Workflows > Automations > Ticket creation and create a new rule.
Sample rule:
Conditions:
In tickets > If created > During > Non-business hours > choose your business hours
Actions:
Send email to requester > customize your email
Sample screenshot:
This loop cycle can be broken by setting up a new automation rule. Go to Admin > Workflows > Automations > Ticket creation > New rule:
Conditions:
Choose Match ALL of the below
In tickets > If Requester email > is > support@domain.com (enter the customer's support email address here)
In tickets > If Subject or Description > contains > Ticket Received
Actions:
Skip New ticket email notifications
Mark as Spam
From the rules list page (Admin > Workflows > Automations > under Ticket Creation / Time triggers / Ticket Updates tab), you will get the stats for each of the rules - the number of times a rule was used in the last 7 days, when the last modification to the rule was performed, and who performed that modification.
This will help Admins understand if the rules they've set up are effective in reducing some effort.
The automation rules (under Admin > Workflows > Automations > Time triggers) will work on all tickets except those tickets marked as Resolved or Closed that have no updates made in the past 30 days.
For all tickets in statuses other than Resolved or Closed, these rules will get triggered if the conditions are met.
As of now it would not be possible to use more than one request type in a single Webhook. There is another limitation where only one webhook can be triggered by an automation rule.
To add a watcher to a ticket based on the subject or requester, you can make use of automation rules under Admin > Workflows > Automations > Ticket creation > New rule. Specify the requester's email address or any other required parameter under Conditions and select Add watcher > choose agent name under Actions.
After configuring multiple business hours (under Admin > Team > Business hours) for the various timezones you are supporting, assign each business hour to groups (under Admin > Team > Groups). For example, if you have two groups: Support - India, Support - USA, configure two business hours for each of these regions and assign it to the corresponding groups.
You can use the Round-Robin feature for automatic assignment of tickets in the groups.
Note that all these configurations are available on the Estate and Forest plans.
Set up an automation rule under Admin > Workflows > Automations > Ticket updates tab > New rule:
When an action performed by...
Agent
Involves any of these events:
Priority is changed > from Low > to High
Perform these actions:
Send email to Requester > customise your email
You can choose to match case based on the keywords you enter, by enabling or disabling the toggle.
You can set up an automation rule to send out customised email notifications based on the Product under Admin > Workflows > Automations > Ticket creation > New rule:
Conditions:
In tickets > if Product > Is any of > Product2
Actions:
Send Email to requester
Generally, when someone replies to a forward, the reply will come in as a private note. This will not reopen the ticket. In order for it to reopen the ticket, go to Admin > Workflows > Automations > Ticket updates > Automatically reopen tickets when the customer responds and add a new event under 'Involves any of these events' as Note is added > any.
Once this event is added, the ticket status will change to Open whenever there are replies to a forward.
If an action has to be performed based on time-specific conditions such as 'Hours Since..', you can set up an automation rule under Admin > Workflows > Automations > Time triggers > New rule.
For example, to send a follow-up email when a ticket is 'Awaiting customer response' for more than 48 hours. Or, to automatically resolve a ticket that hasn't been updated in the last 72 hours.
Tickets automatically reopen when there's a customer response because of an automation rule - Automatically Reopen tickets after the customer responds (under Admin > Workflows > Automations > Ticket updates tab > New Rule). You can modify this rule for it to not work for tickets that are 'Closed'.
Furthermore, when there's a reply from the requester on a ticket with status set to Closed, you can Trigger a webhook to create a new ticket with the latest response as the ticket's description (using placeholders).
Here's the API documentation that will help you with the webhook.
If tickets have to be reopened when a customer responds, you can set up a simple rule by following the steps mentioned in this video.
https://www.youtube.com/watch?v=EFo0ZShRRgU&list=PLsYJ3BsyR4qGFujlW0iDtOBOf4IPVsAqt&index=13
The automation rule that runs based on time triggers runs once every hour and processes all tickets updated in the past 30 days. These rules are processed sequentially, but a rule may cause certain actions that trigger subsequent rules.
The only reason for the time based automation rule to not work is if the conditions do not match during the time of execution (once every hour). Since we will not be able to identify when exactly this automation rule runs in the helpdesk, we will have to set an upper and lower limit for the time when it needs to be executed.
If you want to send an email to a customer 24 hours after the ticket has been Resolved, then you will have to set the conditions as given below:
In tickets > If Status > is > Resolved.
In tickets > If Hours since resolved > greater than > 24
In tickets > If Hours since resolved > less than > 25
You can choose to match case by using the 'Match case' toggle that appears when the condition is set to 'Subject/Description/Subject or Description'.
You can set up an automation rule under Admin > Workflows > Automations > Ticket creation > New rule:
Conditions:
In tickets > If Subject or Description > contains > sample text
Action:
Set status as 'Closed' or 'Mark as Spam' or 'Delete the ticket' (based on your requirement)
You have agents on the portal with a multifaceted functionality and in order to help them reduce the redundancy in typing out each ticket response, you could guide them to set up canned responses on the portal. Please ask them to click on the gear icon that says "settings" where they could add canned responses which they could use.
If you believe that an agent could create common canned responses for others in the team, then we do have a feature called roles available from the Estate plan which would allow you to give the agent the permission to edit canned responses. It is generally not available for agents as it is the responsibility of the admin to maintain and prepare canned responses for all the agents on the helpdesk.
The auto-replies (out of office responses) will be considered as replies affecting SLA calculation and performance metrics related to the ticket. To avoid that, set up an automation rule (under Admin > Workflows > Automations > Ticket updates > New rule) to close the tickets automatically when these auto-responses come through.
When an action performed by:
Requester
Involves any of these events:
Reply is sent
On tickets with these properties:
In Tickets > If Last Interactions > Contains > Out Of Office, Unavailable
Perform these actions:
Set Status as > Closed
Whenever you use any of the 'Hours since..' options under conditions, you will have to restrict your conditions to a timeframe. If not, the rule will keep getting executed every consecutive hour.
For example, if you want to send an email to the agent if the hours since requester responded is more than 6 hours then setup the following:
Conditions:
Match ALL of the below
In Tickets > If Hours since requester responded > greater than > 6
In Tickets > If Hours since requester responded > less than > 7
Actions:
Send Email to Agent
You can set this rule up under Admin > Workflows > Automations > Time triggers tab > New Rule.
Condition:
In Tickets > If Hours since Ticket Overdue > Greater than > 0
Action:
Delete the Ticket
Please make sure to turn OFF the rule once the Overdue Tickets are deleted.
Note: This automation rule will run every hour and only process tickets that have been updated in the last 30 days.
You cannot filter out just the merged tickets from the Tickets tab. As a workaround, you can automate adding tags to a ticket, when it is merged. To achieve this, create a new automation rule under Admin > Workflows > Automations > Ticket updates > New Rule.
When Action is performed by:
Agent
Involves any of these events:
Note is added > Private
On Tickets with these Properties:
Last Interaction > contains > This ticket is merged into
Actions:
Add Tag > merged_ticket
This would add the 'merged_ticket' tag on the ticket that is merged into another. After this is done, going forward, you can filter using this tag from the Tickets list page to get the list of merged tickets.
It is not possible to filter tickets from the Tickets tab with checkbox values. As a workaround, add an automation rule under Admin > Workflows > Automations > Time triggers > New rule to add a tag with the Checkbox text to tickets for which the checkbox is selected.
Once this is done, you can filter using that tag from the Tickets tab.
You can create an automation rule that will help reopen any ticket that is closed by specific agents under Admin > Workflows > Automations > Ticket updates > New Rule.
When an action performed by...
Agent > mention the agents
Involves any of these events:
Status is changed from > Any status > to Closed
On tickets with these properties:
set your conditions
Perform these actions:
Set status as > Open
You can set up an automation rule under Admin > Workflows > Automations > Ticket creation > New rule with a condition that says if the ticket comes from a particular requester or if the subject contains certain keywords, then the action would be to delete the ticket.
Please note that you will be able to see these tickets in the trash which can be accessed by clicking on the hamburger menu on the tickets list page to go to the Trash view.
If you want to reopen tickets that are 'Waiting on customer' for 3 (or more) days so the agent can follow up with the requester - you can set up an automation rule under Admin > Workflows > Automations > Time triggers tab > New rule).
Condition:
Match ALL of the below:
In tickets > If Status > Is > Waiting on Customer
In tickets > If hours since agent responded > Greater than > 48
Actions:
Set Status as > Open.
This would reopen tickets that are in the 'Waiting on Customer' status, without a customer response for the past 48 hours.
When you perform a ticket export, a 'Reply' or 'Public note' will be considered as an interaction, whereas a private note will not. However, when you are setting up an automation rule (under Admin > Workflows > Automations > Ticket updates ), and use the 'Last interaction' under 'On tickets with these properties' condition, private notes would also be considered as interaction along with replies and public notes.
Yes, this can be achieved by setting up an automation rule under Admin > Workflows > Automations > Time triggers tab > New rule.
Conditions:
Common condition that satisfies all the tickets (example: Source > Is > Email, Portal, Phone, Chat, Forum, Twitter, Facebook, Bot, Feedback widget, Outbound email)
Actions:
Add tag > required tag
Set up an automation rule under Admin > Workflows > Automations > Ticket creation tab > New rule to add a specific tag when a particular email address is in cc of the ticket.
Conditions:
In Ticket > If Ticket CC > is > sara@acmecorp.com
Actions:
Add tag > CC_tag
Go to the Tickets list page, filter out tickets with tag 'CC_tag', to display all tickets with that particular email address in CC.
After an agent leaves your team, you can reassign the tickets assigned to them, to another agent, before deleting their profile from your account. To do this, please go to the Tickets list page > use the Agent name filter to filter all tickets assigned to that agent > click on Bulk Actions > update Agent name field to another agent.
This can be done 30 tickets at a time as each page in the ticket list contains 30 tickets.
If there are a lot of tickets, set up a new automation rule under Admin > Workflows > Automations > Time triggers to do the above. This will reassign all the tickets that were updated in the past 30 days.
Note: Make sure to turn OFF the rule once all tickets have been re-assigned because it may clash with another rule with the same conditions later on.
If you want an action/update to be done on all incoming tickets, set up an automation rule under Admin > Workflows > Automations > Ticket creation > New rule. Leave the conditions module as is - do not set any conditions.
Conditions:
Select Conditions (NULL)
Actions:
Send email to agent > Agent name > customize your email
You can add/modify actions in the action block as per requirement. If this rule is placed first (above all other rules), then the remaining rules will not run - the ticket creation rules will run on all incoming tickets, the first matching rule will get executed and stop.
To mark tickets coming in with a specific subject as Spam, set up an automation rule under Admin > Workflows > Automations > Ticket creation > New rule.
Conditions:
Match ALL of the below:
In tickets > If Subject or Description > contains > specific subject
In tickets > If Requester Email > is > sara@acmecorp.com
Actions:
Mark as Spam
The time based automation rules under Admin > Workflows > Automations > Time triggers only work on an hourly basis. It would not be possible to set up rules with respect to 'minutes'. For 'days' specific conditions, you can use the hours equivalent to the number of days.
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. Scenarios in Freshdesk lets you perform a whole bunch of tasks with a single click, right from within a ticket.
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. 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.
You can execute a Scenario and update either a single ticket or multiple tickets.
- Automating a Scenario for a single ticket:
Go to the Ticket Details page > Click on the More button > Execute Scenarios > Choose the Scenario you wish to execute - Executing a Scenario in bulk:
Go to Tickets tab > Select all the tickets you want to apply the scenario on > Click the 'Scenarios' button > Choose the Scenario you wish to execute on the selected tickets
Alternatively, you can also use the keyboard shortcut 's' on the ticket list page or the details page instead of clicking on the Scenarios button.
Agents can create their own Scenarios, apart from being able to use the ones created by Admins. This way, based on the kind of tickets agents work with, they can create rules to perform multiple actions with a single click.
Click on the gear icon from the navigation bar > Scenarios > Click on the New Scenario button > Name your scenario > Add desired actions.
Note: This Scenario will be visible only to you.
Go to Admin > Agent Productivity > Scenario Automations > New Scenario. Give your scenario a name, set up the required actions to be executed. Set the availability - to just yourself, or all agents or agents belonging to a specific group. Hit 'Save'.
You can set scope/visibility for the scenarios when you create one:
- Myself - Visible only to the agent creating the scenario
- Agents in Group - All the agents in the group can use/execute this scenario
- All Agents - All agents in the helpdesk can use/execute this scenario
Yes, you can do this by either of these two methods:
1. Using Scenario - Use Add Note under the Actions section OR
2. Set up an automation rule under Admin > Workflows > Automations > Ticket creation / Ticket updates tab > New rule to Trigger Webhooks and Add Notes. For details related to API, click here.
No, currently this is not possible. However, you can make use of the 'Trigger Webhook' option in an automation rule under Admin > Workflows > Automations > Ticket updates to Add a Note/Reply to the Ticket with an Attachment. Refer to this doc for corresponding APIs.
You can configure an automation rule under Admin > Workflows > Automations > Ticket creation /Ticket updates > New rule to Add a Note/Reply to a ticket by triggering a webhook. Modify the webhook, to add an attachment in the note/reply so that this would be sent to the customer automatically. Please find detailed information on adding an attachment to a note or reply from this documentation.
If you would like to be notified about any updates made to certain tickets that are not assigned to you or that you are not a part of, you can add yourself as a 'Watcher' by clicking on the star icon (or use the keyboard shortcut 'W') on the ticket page.
You can automate this by setting up an automation rule under Admin > Workflows > Automations > Ticket updates > New rule:
When an action performed by..
Requester
Involves any of these events:
Reply is sent
On tickets with these properties:
In tickets > if Requester email > is > sara@acmecorp.com
Perform these actions:
Send 'Email to Agent' > customize your email
Alternatively, you can also add the corresponding agent as watcher under Actions.
You can setup an automation rule under Admin > Workflows > Automations > Time triggers > New rule to delete the tickets in your account.
Conditions:
In tickets > if Source > is > select all the sources you use
Actions:
Delete the ticket
Note: Make sure to Turn OFF the rule once all the tickets have been deleted.
Please note that the Time Trigger rule can perform actions on the tickets which were created or updated in the last 30 days. Tickets which were inactive beyond 30 days will not be impacted by this rule.
There is no direct way to do this. A workaround would be to add a tag to all the related tickets by creating a new automation rule under Admin > Workflows > Automations > Time triggers > New Rule) and then export tickets after filtering using that tag, from the tickets list.
From the Estate plan, you can also schedule a Ticket Properties Export of tickets with that tag, under Report > Schedule Export.
If you wish to send out a customised notification email to all agents in the group if a ticket is left unassigned for more than a specific time, you can create a new automation rule under Admin > Workflows > Automations > Time triggers > New rule
Once you add the rules, here's how you can reorder them
https://www.youtube.com/watch?v=Gt2VWBeuBU8&list=PLsYJ3BsyR4qGFujlW0iDtOBOf4IPVsAqt&index=14
Conditions:
Match ALL of the below
In tickets > If hours since created > greater than > 1
In tickets > If Agent > is any of > none
In tickets > If Agent interactions > Is > 0
Actions:
Send email to group (choose the group and customize your email)
Under Admin > Groups > Edit group, you can set up escalation emails to be sent to an agent in specific, if a ticket is unassigned for a specific time.
You can set up an automation rule under Admin > Workflows > Automations > Ticket updates > New Rule to send out satisfaction surveys to customers when the ticket is assigned to a specific group.
When an action performed by..
Agent
Involves any of these events
Status is changed > Any status > Resolved
On ticket with these properties
In tickets > If Group > Is any of > Support
Actions:
Send email to requester > (you can add the content of the notification email and insert the placeholder for Satisfaction Survey)
The automation rules under Admin > Workflows > Automations > Time triggers tab work on tickets that have been updated in the last 30 days. For tickets which are resolved/closed and idle for more than 30 days, the rule will not be applied.
The time frame of 30 days cannot be extended.
Freshdesk has a default automation rule that sets the status of tickets marked as Resolved longer than 48 hours, as Closed.
To modify this rule, you can navigate to Admin > Workflows > Automations > Time triggers > Turn ON the rule 'Automatically close resolved tickets after 48 hours'. You can choose to increase/decrease the number of hours. Turning OFF or deleting this rule will not mark the resolved tickets longer than 48 hours as Closed automatically.
After the Slack App is installed in your account, you have to use Automation rules (under Admin > Workflows > Automations > Ticket creation/Ticket updates > New Rule) to push the messages to Slack. Choose the 'Push to Slack' option from the Action block. While doing so, you will have the option to send the message to a specific Slack Channel and configure the content for the message to be sent over.
When the automation rule pushes an update to the corresponding group in Slack, the message will contain the following:
- User Defined Message: This will be available as the first data element. It will have actual values for the dynamic placeholders used in the rule.
- Standard Freshdesk ticket data snippet: The standard data snippet contains the following:
- Ticket ID and Subject as the header with link to the ticket in Freshdesk
- Requester Name
- Priority
- Name of the assigned agent
- Description of the ticket abbreviated to 120 characters
- The Slack message will also be color-coded in the sidebar based on ticket status for easy recognition. The following priorities have the respective colours - Urgent, High, Medium, and Low
NOTE: In case you are using dynamic variables to configure custom messages for Slack, use the following variables for ticket description, last public note, and last private note so that only the text content of the description and notes is sent to Slack, otherwise the html tags will get pushed to slack as well.
- Use {{ticket.description_text}} in place of {{ticket.description}}
- Use {{ticket.latest_public_comment_text}} in place of {{ticket.latest_public_comment}}
- Use {{ticket.latest_private_comment_text}} in place of {{ticket.latest_private_comment}}
Freshdesk does not have a default agent email notification for notes added by a third party (reply to a ticket forward). Instead, you can configure an automation rule under Admin > Workflows > Automations > Ticket updates > New Rule:
When an action performed by...
Agent or requester
Involved any of these events
Note is added > Private note
On tickets with these properties
--None--
Actions:
Set Status as > Open or any custom status (optional)
Send email to Agent > Assigned agent > customize your email
Responses to CSAT surveys will not reopen tickets. If you would like to follow up with your customers whenever you receive a feedback, you can set up an automation rule under Admin > Workflows > Automations > Ticket updates > New rule to reopen the ticket.
Sample rule:
When an action performed by...
Requester
Involves any of these events:
Customer Feedback is received > Rating: Any
On tickets with these properties:
--None--
Actions:
Set status as Open
You can use the 'Event Performer' placeholder, instead of the placeholder for Agent Name. This will help you get information about the agent who replied to a ticket or updated its properties.
Email: {{event_performer.email}}
Name: {{event_performer.name}}
When a ticket is created, you can automatically add a tag to it, based on the properties of the ticket. For example, if a premium customer raises a ticket with High priority, you can add the tag 'Important' to those tickets.
To have this set up, you would have to create a new automation rule under Admin > Workflows > Automations > Ticket creation > New rule:
Conditions:
Match ALL of the below
In Tickets > If Priority > Is any of > Urgent
In Contacts > If Requester name > Is > Saul
Actions:
Add tag > Important
When one of your agents is out-of-office and you wish to notify the customer about the same when they reply, you can set up an automation rule under Admin > Workflows > Automations > Ticket updates > New rule:
When an action performed by...
Requester
Involves any of these events:
Reply is sent
On tickets with these properties:
In tickets > If Agent > Is any of > Saul
Actions:
Send email to requester > customize your email
There is no direct way inside Freshdesk to send out an SMS. However, integrations with MOBtexting and Teckst will help you achieve this. Alternatively, you can also use Webhooks to trigger an action in an external application or tool.
Any email address can be added in CC at the time of ticket creation using an automation rule under Admin > Workflows > Automations > Ticket creation tab > New rule.
Configure the required conditions and under actions choose 'Add a CC':
Do make sure that the email address is entered without a trailing space.
For actions that are performed by any of the agents you can set an automation rule under Admin > Workflows > Automations > Ticket Updates > New rule:
When an action performed by...
Agent
Involves any of these events:
Ticket is > Deleted
On tickets with these properties:
--None--
Actions:
Send email to group > Assigned group > customize the email
You can set similar rules for when a ticket is Resolved and Closed.
You can set up an automation rule under Admin > Workflows > Automations > Ticket creation > New rule to add tags to a ticket when it comes from a particular domain.
Conditions:
In Tickets > If Requester email > Contains any of > sauls.com
Actions:
Add tag > Sauls
This sample rule will check the requester's email address for the domain @sauls.com and when the condition satisfies, the tag 'Sauls' will be added to the ticket. You can do the same for required domains and create multiple rules. Remember, the order of the rules are important. Make sure to place the most important rules first in the list. For every incoming ticket, this automation will execute the first matching rule and stop.
Or you can choose the 'Execute all matching rules' option by clicking on the gear button above the rules list for executing all the rules on tickets.
Go to Admin > Workflows > Automations > Ticket creation > New rule and set up a rule as shown below:
Conditions:
In Tickets > If Requester email > Contains any of > test.com OR spam.com
Actions:
Mark as spam
You can also reorder the rules added. Here's a video that can help - https://www.youtube.com/watch?v=Gt2VWBeuBU8
