Automations and Triggers

Dispatch'r - When a ticket gets created; you could make use of this to make updates or trigger actions for a new incoming ticket. 

Supervisor - Runs on all tickets, once a hour, based on a time based update; could be used for updates you are looking to make based on "time since" conditions, for an existing ticket.

Observer - Triggered by the occurrence of an events; to be used for triggering actions based on activity performed.

For a detailed overview refer to this solution article.

You could create a new Dispatch'r rule under Admin Tab-->Click on Dispatch'r (Under Helpdesk Productivity)--> New Rule. This automation would work on tickets that are created newly and when they come in to your account.

Refer the below solution article for a detailed setup of the Dispatch'r Automation.

Whenever a new ticket comes into your Freshdesk Account, the Dispatch'r Automation would take effect on the ticket, based on the conditions.

You could have an instance where you would like to assign a Ticket with a specific keyword in the Subject, say Sales, to the Sales group. You could setup a Dispatch'r rule(under Admin-->Helpdesk Productivity-->Dispatch'r-->New Rule) to meet this requirement. 

A sample rule would be:

Conditions:

1. Requester Email is 'requester@gmail.com'

2. Subject contains "Sales"

Actions:

Assign to Group 'Sales'

You could have an instance where a third person, a delivery partner or the point of contact from a customer would want to be in the loop on any conversation for tickets raised by other members from their end. To meet this requirement, you could create a new Dispatch'r rule under Admin-->Helpdesk Productivity-->Dispatch'r-->New Rule. 

Following would be a sample rule.

Conditions : When "Company is ABC"

Actions : "Add CC" ; "test@ABC.com"

You could make use of the Dispatch'r to update any custom field for a new incoming ticket if the ticket meets mentioned conditions.

To set this up, kindly navigate to Admin-->Helpdesk Productivity-->Dispatch'r-->New Rule. You could Select Conditions for which the Rule would have to trigger and add the actions this rule would perform. 

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 would be:

Conditions:

1. Type is Billing.

2. Subject contains Refund.

Actions:

Set Billing Type as Refund.

If you are receiving continuous spam emails from a contact, you could configure a new Dispatch'r rule(Admin-->Helpdesk Productivity-->Dispatch'r-->New Rule) to automatically mark tickets coming from the contact as Spam. 

A sample rule would be:

Conditions: Choose from Contact fields-> "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, you would have to setup a Dispatch'r rule (under Admin-->Helpdesk Productivity-->Dispatch'r-->New Rule). 

A sample rule would be:

Conditions: "Created during Non-Business Hours IST"

Actions: "Send Email to requester" with customized Subject and Body

If there is a ticket property that you are looking to automatically update, while the ticket is created, you could have this done using a Dispatch'r Automation. 

For example, if you would like the Type of the ticket to be updated while ticket created, you would have to create a new rule under Admin-->Helpdesk Productivity-->Dispatch'r-->New Rule. A sample rule would be this:

Condition:

Subject Contains Issue/Refund

Action:

Type is Issue/Refund

You could set up an Observer rule that would send the satisfaction survey only for tickets that meet with certain conditions. An example rule would be: 

Rule to send Survey for Portal Tickets when Status is changed to Closed/Resolved:

Events occur: Status is changed from Any Status to Resolved. 

Events occur: Status is changed from Any Status to Closed. 

Performed by: Anyone

Tickets with properties: Source is Portal

Actions: Send email to Requester.

Subject: Customer satisfaction survey

Body: Insert customer satisfaction survey placeholder

If you are looking to send customised notifications specific to the group to which a ticket is assigned, you could have this done by making use of the Dispatch'r or Observer automation in Freshdesk.

When a new ticket comes to the Sales group, you could configure a Dispatch'r rule(Under Admin-->Helpdesk Productivity-->Dispatch'r-->New Rule), with condition that when Group is Sales, Send email to Requester (you could modify the content of the email to be a customised notification) and Skip New Ticket Notification.

To send group-specific notifications when a ticket is resolved, you can set up an Observer rule(Under Admin-->Helpdesk Productivity-->Observer-->New Rule) that will be triggered when the Status is changed to Resolved/Closed, the properties of the ticket have the Group as Support, Send email to Requester.

When it comes to the Dispatch'r, the order in which the rules are listed under Admin-->Helpdesk Productivity-->Dispatch'r, 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 would not be checked with. Please make sure that the rule that isn't working for you is higher up on the list.

Also, please move into the ticket in which it isn't working and click on "Activities" to know which rule worked on the ticket. Later you can reorder the Dispatch'r list. 

Ideally, you should have rules with specific conditions towards the top and the more generic rules lower down in the list.

To Turn On an already existing automation rule, navigate to Admin-->Helpdesk Productivity-->Observer-->Toggle On the respective rule. This would turn the rule on and it would trigger whenever the action configured to trigger that rule is performed.

If you have a multi-lingual customer base and if each agent from your team would take care of tickets from each language you could directly assign tickets to them by making use of the Dispatch'r Automation. The rule would be based on the language of the requester only and not the content of the ticket.

In the new rule that you'll create under Admin-->Helpdesk Productivity-->Dispatch'r-->New Rule. 

Condition: "Requester's Language" by choosing the contact fields 

Action: "Assign to agent or group"

You would be able to view the list of automations performed on a ticket, by making use of the "Activities" option within a ticket. This would display the updates done to the ticket, both manually and using automations, in a chronological order.

As of now, the email responses that are sent out when a Dispatch'r automation is triggered, could not be exported during a ticket export. However, ticket activities would contain this information, using which you could narrow down to the email conversations sent out through that ticket.

To view the ticket activities, please click on the "Activities" option within a ticket.

This can be achieved by Clicking on the Reorder button and re-arranging the rules to place this rule at the top of the list. For each ticket the automation will execute the first matching rule and would look no further. You can reorder the list of rules to have the push important rules to the top of the list.

As of now, this would not be possible with Freshdesk. For each incoming ticket, the first matching rule from the list will be executed. 

Workaround :

1. Merge all the dispatch'r rules into one single rule by adding the conditions and actions into one.

2. Create a supervisor rule with the same conditions, where the action would be executed after an hour, when the conditions are met.

As of now, the option to forward tickets automatically is not available. However, you could use the Add a CC option of the Dispatch'r automation(Admin-->Helpdesk Productivity-->Dispatch'r-->New Rule).

The Supervisor automation would run once in every hour and would execute the listed actions for all tickets that meet with it's conditions. So, if a Supervisor is configured to send out notification emails, it would result in bombarding the requester with multiple emails.

One way to prevent this is to introduce a flag (checkbox or dropdown, which could be added under Admin-->Ticket Fields) in the condition, which can be an additional check in the rule. 

Please find a sample rule below.

Conditions:

1. Hours since agent responded greater than 24

2. Test Checkbox is "Not Selected"

Actions:

1. Send email to Requester

2. Set Test Checkbox as "Selected"

In the above rule, the "Test 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 "test checkbox" - not selected. This will thereby ensure that the rule gets executed only once.

This loop cycle can be broken by setting up a new Dispatch'r rule. Kindly navigate to Admin-->Helpdesk Productivity-->Dispatch'r-->New rule.

Conditions: Choose Match ALL of the below

1. Requester is 'support email of their helpdesk'

2. CC is 'support email of their helpdesk'

3. Subject or Description contains "Ticket Received"

Action:

1. Skip New ticket email notifications

2. Mark as Spam

As of now, we do not have an option using which you could find the number of times a Supervisor rule gets triggered. A Supervisor rule runs to check it's conditions with tickets in your account, every hour.

The Supervisor rule would work on all tickets except those tickets marked as Resolved or Closed without any updates in the past 30 days. For all the other tickets, the Supervisor rule would get triggered if the conditions are met with.

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.

You have global customer services where clients reach you from different parts of the countries. So you have agents working for various timezone and come in at different timings. In this case, you could explore the multiple business hours option as well as SLAs which could be routed to groups. This can be configured in Admin-->General settings-->Business hours where various time zones can be configured.

Once this is done, Business Hours could be assigned to groups which can be edited in Admin-->Groups - so for example, if you have two groups, India and USA - you could add these business hours as directed above and configured in each of these groups. 

You could use the Round-Robin feature which is the automatic assignment of tickets for the groups which could be switched on in each of these groups.

Kindly note that all these configurations are available on the Estate plan and above.

If you would like to notify all contacts from a company, whenever a ticket is created from a requester from their company, you could accomplish this using the Dispatch'r Automation. To create a new Dispatch'r rule, please navigate to Admin-->Helpdesk Productivity-->Dispatch'r-->New Rule.

Conditions :  Company Name is "Name of the Company"

Actions : Add CC "Include all the contact emails here"

You could make use of a Dispatch'r rule to send out customised email notifications based on the Product from which a ticket is raised. 

You could create new dispatch'r rule(Admin-->Helpdesk Productivity-->Dispatch'r-->New Rule) for different products with the below details :

Conditions : Product is "Name of the Product"

Actions : Send Email to requester.

The Supervisor is a time-triggered automation. If you have an instance where an action would have to be automated based on a condition such as "Hours Since .." an action/update, a supervisor rule could be used.

For example, cases where you would like to send a follow-up email when a ticket is awaiting customer response for more than 48 hours. Or, when the ticket would have to be resolved if there are no updates on it since 72 hours and so on.

A ticket is reopened after receiving a customer response, by making use of the Observer Rule, "Automatically Reopen tickets after the customer responds". You could modify this rule to not work for Closed Tickets.

Furthermore, you could create a new Observer rule(Admin-->Helpdesk Productivity-->Observer-->New Rule), that, when Reply is sent by the Requester, on a ticket with Closed Status, you could Trigger a Webhook to create a new Ticket. Here's the API documentation that will help you with the webhook.

If you're still having trouble setting this up, kindly send an email to support@freshdesk.com. We would be happy to help.

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

The conditional elements are not case-sensitive. So if you're setting a rule that acts on tickets whose Subject/Description contains "Refund", the rule will get activated if the Subject/Description contains either "Refund" or "refund".

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. 

When your customers are out of town or they are not available to reply to your emails - they would be sending auto replies which do not require your attention for the time being. This reply would be taken up for calculation of Ticket SLA and performance metrics related to the ticket. To avoid that, you could set up an observer rule which allows you to close tickets automatically in which you receive such emails.

In an observer rule(under Admin-->Helpdesk Productivity-->Observer-->New Rule), you could set up an event based condition such as when the customer replies to the ticket, with certain text in the latest interaction, mark the ticket as closed. A sample would be:

When an action is performed : By Requester

Involves any of these events : Reply is sent

In tickets with these properties : Last Interaction Contains; Out Of Office, Unavailable and so on...

Perform these actions : Set Status as; Closed

Whenever you use any of the "Hours since.." options in the conditions tab, you would have to restrict your conditions to a time range. If no range is set, the supervisor gets executed every consecutive hour.

For example, If you want to send an email to agents if the hours since requester responded is more than 6 hours then setup the following:

Conditions : 

1. Hours since Requester responded is greater than 6.

2. Hours since Requester responded is lesser than 7.

Actions :  

Send Email to Agent.

Note: Choose Match all of the below under the conditions tab.

You can accomplish this using Supervisor Automation, by creating a new Supervisor rule under Admin > Helpdesk Productivity > Supervisor > New Rule.

Condition: 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: The Supervisor rule will run every hour and only process tickets that have been updated in the last 30 days.

From the Tickets tab, you would not be able to filter merged tickets alone, as such. However, as a workaround, you could automate adding tags to a ticket, when it is merged. To achieve this, you could create a new Observer Rule, under Admin-->Helpdesk Productivity-->Observer-->New Rule. A sample rule would be:

When Action is performed by: Agent

Involves any of these events: Note is added; Type ->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 could 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. However, as a workaround, you could add a Supervisor rule(Admin-->Supervisor-->New Rule) to "Add a Tag" with the Checkbox Text to tickets for which the checkbox is selected. Once this is done, you could filter using that tag from the Tickets tab.

There are some tickets that come from unauthorized sources or they are marketing emails that you do not want to sift through. For such cases, we could have a Dispatchr rule(Admin-->Helpdesk Productivity-->Dispatch'r-->New Rule) which can have a condition that says if the ticket comes from a particular requester or the subject contains certain key words, then the action would be "delete the ticket."

Please note that you would be able to see these tickets in your trash list which can be accessed by clicking on the header of the tickets list view where "trash" is the last option on this. 

No, as of now we do not have the option to use the "Hours since.. " for custom statuses. However, you could use a combination of "Status is" and "Hours since.." as a workaround for this instance.

You could create a new Dispatch'r rule(under Admin-->Helpdesk Productivity-->Dispatch'r-->New Rule) for this.

A sample rule for this would look like:

Conditions:

1. Source; Is; Live Chat

2. Subject; Starts With; Offline Message

Actions:

1. Assign to Group.

If you would like to reopen tickets that are "Awaiting Customer Response" after 3 days, so that the agent could follow up with the requester - You could use the Supervisor Automation. You would have to create a new Supervisor Rule, under Admin-->Helpdesk Productivity-->Supervisor-->New Rule.

Condition : 

1. Status is Awaiting Customer Response.

2. Hours since agent responded; greater than 48.

Actions : 

Set Status as; Open.

This would reopen tickets that are in the Awaiting Customer Response status, without a customer response for the past 48 hours.

A Reply or Public note is considered as an interaction, whereas a private note wouldn't be taken as an interaction.

Yes, this can be achieved by setting up a supervisor rule. Please navigate to Admin-->Helpdesk Productivity-->Supervisor-->New Rule.

Conditions: Common condition that satisfies all the tickets(for which tags need to be added)

Action : Add a Tag

You could create a Dispatch'r rule(Admin-->Helpdesk Productivity-->Dispatch'r-->New Rule) to update a specific tag when a particular email address is in cc of the ticket.

Conditions: Ticket CC is "E-mail address"

Actions: Add a Tag "Sample Tag Name"

Goto the Tickets list page, filter out tickets with tag "Sample Tag Name", which would display all tickets with that particular tag in cc.

After an agent leaves your team, you could reassign the tickets assigned to them, to another agent, before deleting their profile from your account. To re-assign multiple tickets, please navigate to Tickets tab-->Filter all tickets to an agent-->Click on Bulk Actions-->Update Agent field.

This is only possible for 30 tickets at a time since a page contains a maximum number of 30 tickets. 

If tickets are high in number, setup a new Supervisor rule(Admin-->Helpdesk Productivity-->Supervisor-->New Rule) 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 would like an action/update to be done for all incoming tickets, you could have this done using the Dispatch'r rule(under Admin-->Dispatch'r-->New Rule). To do the above for all created tickets, you could have to set the conditions as Null(keep it at "Select Conditions"). A sample rule would be to send a separate customised email to a specific agent alone, whenever a ticket is created.

Conditions: Select Conditions.

Actions : Send e-mail to agent.

You could have automated emails coming to your account with specific Subject or Body, which you could automatically be marked as Spam. You could have this set-up using Dispatch'r Automation(Admin-->Dispatch'r-->New Rule)

Conditions : 

1. Subject or Description contains " XYZ"

2. Requester Email is "... "

Actions :       

Mark as Spam.

The supervisor only works on an hourly basis. So, as of now, it would not be possible to set up rules with respect to minutes since. However, for days, you could use the hours equivalent of 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. Scenario Automations in Freshdesk let 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 could execute a Scenario Automation and update either a single ticket or multiple tickets.

1. Automating a Scenario for a single ticket :

   Goto the Ticket Details page-->Click on the Scenarios button-->Click on the Scenario Automation you wish to execute

2. Executing Scenario Automation in bulk :

  Goto Tickets tab-->Select the tickets for which you want to apply scenario automation-->Click the Scenarios option in the right corner of the screen-->The scenario you choose will be executed on all these tickets.

Agents can create their own Scenario Automations, 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.

Quick guide to setting up Scenario Automation for an Agent : 

Click on the Settings icon in your menu bar, below your agent avatar-->Scenario Automations-->Click on the New Rule button-->Name your scenario-->Add all the actions.

Note: This Scenario will be visible only to you. 

-- > Please navigate to Admin Tab

-- > Under Helpdesk Productivity, Click on Scenario Automations 

-- > Click on New Scenario

-- > Enter the Name of the Scenario

-- > Select Actions to be performed.

-- > Save the changes.

You would be able to configure scenario automations and set scope/visibility for those scenarios. While setting up a Scenario, 3 scopes are provided to select from:

1. Myself - Visible only to the agent creating the scenario.
2. Agents in Group - All the agents of the group would be able to use/execute this scenario.
3. All Agents - All agents in the Helpdesk can use/execute this scenario.

You could Add Notes in Freshdesk using Automations. You could choose from any of these two methods to do this.

1. Using Scenario automation. Use Add Note under the Actions section.

2. You could make use of Observer or Dispatch'r to Trigger Webhooks and Add Notes. For more details, please refer this webpage.

As of now, the option to add an attachment to the content while using "Send Email to..." or "Add Note" is not available with Freshdesk. However, you could make use of the Trigger Webhook option in Observer to Add a Note/Reply to the Ticket with an Attachment.

You could configure a Dispatch'r Rule or an Observer Rule to Add a Note/Reply to a ticket by Triggering a Webhook. You could 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 are not the agent assigned to a ticket, you would not receive notification emails when there are updates made to the ticket, such as a customer response. If you would like to be notified about any such updates, the ideal option would be to add yourself as a Watcher to the ticket. 

Another option would be to configure an Observer Rule(Admin-->Helpdesk Productivity-->Observer-->New Rule) that would send out email notifications to the corresponding agent.

1. Action performed by: Requester

2. Involves any of these actions: Reply is sent

3. Ticket Properties: Customer Email.

4. Actions: Send an "Email to Agent" and you could choose the agent and configure the email content to be sent to the agent for notification.

You would have to setup a Supervisor rule to delete tickets in your account(under Admin-->Helpdesk Productivity-->Supervisor-->New Rule). A sample rule would be.

Conditions : Source is Email

Actions : Delete the ticket.

Note: Make sure to Turn OFF the rule once all the tickets have been deleted.

Tickets with a common subject line cannot be exported as such. A workaround would be to add a tag to all the related tickets by creating a new Supervisor Rule(Admin-->Helpdesk Productivity-->Supervisor-->New Rule) and then export tickets after filtering using that tag, from the tickets list. 

From the Garden plan, you could also Schedule a Ticket Properties Export of tickets with that tag, under Report-->Schedule Export.

You could make use of a new Supervisor Rule to bulk update all tickets on your Freshdesk Account, with a particular property. This rule would work on all tickets which meet the conditions specified in that rule.

If the Condition in the Supervisor is set to Select Conditions(Null), the rule would work for tickets that have been updated in last 30 days.

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 could create a new Supervisor Rule(Admin-->Helpdesk Productivity-->Supervisor-->New Rule) with the following conditions: 

Conditions : 

1. Hours since created is greater than 1

2. Agent is none.

Actions :       

1. Send Email to group. 

Under Admin-->Groups-->Edit, you could set up the escalation email to be sent to an agent in specific, if a ticket is unassigned for a specific time.

There is a default Observer Rule in Freshdesk, which assigns tickets to the first responder, automatically. You could to turn it on by navigation to Admin-->Helpdesk Productivity-->Observer-->and turn on the "Automatically assign ticket to first responder" rule.

Freshdesk has a default Observer Rule that would reopen a ticket when a customer responds to the ticket. You could navigate to Admin-->Helpdesk Productivity-->Observer-->and turn on the rule which says "Automatically reopen tickets when the customer responds".

You could set up an Observer Rule(Admin-->Helpdesk Productivity-->Observer-->New Rule) to send out Satisfaction Surveys to customers, only if the ticket is assigned to a Specific Group. 

Conditions:

1. "Status is changed" from "Any status" to "resolved"

2. This action is performed by "Agent"

3. On ticket with these properties- "Group" "is" "Support"

Actions:

1."Send Email" to "requester" (You could add the content of the notification email and insert the placeholder for Satisfaction Survey)

The Supervisor Automation works on the tickets which have been updated in the last 30 days. For tickets which are resolved/closed and idle for more than 30 days, the supervisor rule will not be applied. The time frame of 30 days could not be extended.

Freshdesk doesn't have the a scheduler available. However as a workaround, you could set up a custom date field(Admin-->General Settings-->Ticket Fields) and then using a Supervisor rule(Admin-->Helpdesk Productivity-->Supervisor-->New Rule). 

A sample rule would be:

Conditions:

"Date"(name of custom field) is <select a date>

Actions:

Set the status as "Open".

Note: This would be possible only for a specific date. You would have to update the date manually each time for it to be effective.

Freshdesk has a default Supervisor Rule that sets the Status of Tickets marked as Resolved longer than 48 hours, as Closed. To modify this rule, you could navigate to Admin-->Helpdesk Productivity-->Supervisor-->Turn ON the rule "Automatically close resolved tickets after 48 hours".

After the Slack App is installed in your account, you would have to use Automations(Admin-->Dispatch'r/Observer-->New Rule) to Push the messages to Slack. This could be achieved by choosing "Push to Slack" from Actions. While doing so, you would also have the option to send the message to a specific Slack Channel after which you could configure the content which would have to be sent over.

When Observer pushes an update to the appropriate group in Slack. The message will contain the following:

1. User Defined Message: This will be available as the first data element. It will be fully qualified with the actual values of the dynamic content that was defined in the rule using placeholder variables.
2. Standard Freshdesk ticket data snippet: The standard data snippet contains the following: 
   1. Ticket ID and Subject as the header with link to the ticket in Freshdesk
   2. Requester Name
   3. Priority
   4. Name of the assigned agent
   5. Description of the ticket abbreviated to 120 characters
   6. 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, please 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}}

If a note is added by a third party (reply to a ticket forward), as of now Freshdesk would not have a default email notification which would be sent to the Agent. Instead, you would have to configure a Observer Rule(Admin-->Helpdesk Productivity-->Observer-->New Rule) to send out the Email Notifications in such cases.

Condition:

1. When these events occurred: Note added is Private 

2. And these actions are performed by: Anyone

3. On tickets with these properties: Leave Blank

Action:

1. Set Status as 'Open' or any custom status (optional)

2. Send email to Assigned Agent

3. Type in your Content of the email

Customers would be able to rate their support experience with you by providing a feedback survey to their tickets. These feedback surveys would not reopen the ticket. However, if you would like to follow up with your customers whenever you receive a feedback, you could reopen the ticket using an Observer Rule(configurable under Admin-->Helpdesk Productivity-->Observer-->New Rule). 

Follow these steps to setup the observer rule.

Condition: 

1. When these actions are performed by Requester 

2. Involves any of these events: Customer Feedback is received, Rating: Any

3. On tickets with these properties: Leave Blank

Action:

Set status as Open

You could use the 'Event Performer' placeholder, instead of the placeholder for Agent Name. This would take care of instances where you are looking to get information about the agent who replied to a ticket or performed an update to it. 

Email:  {{event_performer.email}}

Name: {{event_performer.name}}

When a ticket is created, you could automatically add a tag to it, based on the properties of the ticket. For example, if there is an Urgent Priority ticket, raised by a Premium customer, you could add a tag called "Important" to those tickets. 

To have this set up, you would have to create a new Dispatch'r rule under Admin-->Dispatch'r-->New Rule.

Conditions:

1. Priority is Urgent

2. Company/Requester Name is "Name of the Requester

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 could make use of the Observer Automation.

To create a new rule, navigate to Admin-->Observer-->New Rule.

When an action is performed by : Requester

Involves any of these events : Reply is sent

On Tickets with these properties : Agent is ; Agent_Name

Perform these Actions : Send email to Requester

There is no direct way inside Freshdesk to send out an SMS. However, integrations with Firetext 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 a Dispatch'r rule.

Under Admin > Dispatch'r, the action 'Add a CC' can be included in the new and already existing rules on the helpdesk.

You can add multiple email addresses in CC by adding another 'Add a CC' action.