Show/Hide or disable Ticket properties through Business rule

Business rules can set conditional logic and action items pertinent to the form field to show/hide or disable properties for both agent and requesters. For example, the admin wants to conceal the company field from the agent view for open status tickets. Here the status of the ticket is a condition while hiding the company field is the action or objective. Not every effort may require a trigger condition; you can hide/show or disable ticket properties. To configure same on the Business rule is simple:

You can even set multiple conditions and actions as well for a granular approach. Read more

Auto-populate ticket property through business rule

You no longer need only an API trigger to auto-populate the ticket. You can configure business rules to fill a ticket property automatically. For example, open status tickets with high priority have a specific agent name automatically added to the ticket property; you can easily create status and priority conditions and assign the agent in action. Once you save and activate the rule, the ticket property will auto-populate. Read more

Login/user role-based property visibility 

We can use the business rules to attribute a specific property to a particular role in the Freshservice. For example, we need to make a particular field visible while hiding an irrelevant property for a service desk agent. To achieve this, we can set conditions as below and choose to hide and show relevant properties. Read more

Make asset association mandatory

Assets associated can be mandated for agents and requesters while adding details on a new form or editing an existing one. If you want assets to be added mandatory for a particular category, you can follow easy steps through the business rule configuration below; you can even add conditions. 

If you cannot find a modern alternative to Freshplugs in the above list or face any issue configuring the above, please feel free to reach us at