The Supervisor Rules in Freshservice allow you to bring in your workflows and define specific actions based on time and event-based triggers in your help desk. For example, when your agents are waiting for additional information from the requester, they would traditionally need to remember the ticket, go back and send another reminder email. With the Supervisor Rules, you can set a simple rule to send out an automatic reminder email if the customer has not gotten back with the information in, say, 24 hours.

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

Workspace admins can view the list of global and local rules applicable to their workspace. 
Order of Execution: The global rules execute first, followed by the workspace-level rules, to allow for the workspace-level rules to take precedence over the global rules. 


Quick guide for creating a Supervisor rule:

  • Go to Admin > Automation & Productivity > Automation > Supervisor Rules. 
    If your account has more than one workspace: 

    To modify global workflows, go to Admin > Global Settings > Automation & Productivity > Automation > Supervisor Rules

    To modify workspace-level workflows, go to Admin > Workspace Settings > {Workspace Name} > Automation & Productivity > Automation > Supervisor Rules

    Important Note:
    Workspace admins can view the list of global and local workflows applicable to their workspace. 
    The global workflows execute first, followed by the workspace-level workflows, to allow for the workspace-level workflows to take precedence over the global workflow. 
    For example, A global workflow can be configured to route tickets to the right workspace based on the subject/description. 

  • Select the New Rule button.
  • Enter an appropriate name and description for the rule.
  • Create conditions which act as a trigger for this particular rule.
  • Choose the condition elements from the drop-down list and define the condition filters.
  • You can add additional conditions by clicking Add new condition.
  • Specify whether all the conditions need to be matched or any one condition is enough to trigger the rule.
  • You can delete a condition by clicking on the corresponding - symbol.
  • Add the first task you would like to perform by selecting an Action from the drop-down list.
  • You can now also use the Add Note action to add notes for any supervisor rule execution. Additionally, you can insert relevant placeholders (such as Ticket ID, Subject, Ticket URL) in the note. However, you can add only one note to a supervisor rule.
  • Add more actions by clicking on the Add new action option.
  • You can delete any action by clicking on the - symbol.
  • Click Save once you are done to save the supervisor rule.


Note: The list of supervisor rules created will be listed in the Supervisor page. You can also Edit an existing entry or Delete/Deactivate it by hovering over the option and choosing Edit or Delete/Deactivate.