You could create a new Workflow Automator rule under Admin Tab-->Click on Workflow Automator (Under Helpdesk Productivity)--> New Automator. This automation would work on tickets that are created newly and when they come in to your account or on existing tickets based on the events specified on the workflow automator. You can also refer to the link below for further information on the same.
Workflow Automator - An overview
This can be done by creating a new Workflow Automator rule (Admin > Helpdesk Productivity > Workflow Automator> New Automator) in Freshservice.
Scenario A: Assign all tickets by default to an agent
For assigning all the tickets to one particular agent, the condition of the Workflow Automator rule has to be set at Null (set at 'Select Condition'), in which case, the Workflow Automator would work for all incoming tickets.
Scenario B: For assigning specific tickets to one particular agent, apply the desired Conditions (can be based on either ticket, contact and company fields) and set up the required Action block.
Yes, This can be done by creating a new Workflow Automator rule (Admin > Helpdesk Productivity > Workflow Automator> New Automator) in Freshservice. Set the Event as Ticket is Created. In the condition block provide the condition as “From Email is” the particular email address and save the condition. Set the Action as Skip New Ticket Email Notifications.
Yes, This can be done by creating a new Workflow Automator rule (Admin > Helpdesk Productivity > Workflow Automator> New Automator) in Freshservice.
Set the Event as Ticket is Created. Provide the condition as From Email address is as the particular email address or provide Subject contains as the particular email address and click on done. Set the Assign to Group and select the required group
Yes, this can be done by creating a workflow automator from Admin-->Workflow Automator-->New ticket automator. Set the event as “Ticket is created”. Drag and drop a condition block into the workflow and provide the condition “Department is” and enter the department name. Now add an action block and choose the action as CC to and provide the respective email address.
The easy way for that you would be to delete the requester from Admin-->Requesters and further emails from the user would end up in Spam.
But this can be done by creating a workflow automator from Admin-->Workflow Automator-->New ticket automator. Set the event as “Ticket is created”. Drag and drop a condition block into the workflow and provide the condition “From email is” and enter the requester’s email address. Now add an action block and choose the action Mark as Spam.
You can do this by creating a workflow automator from Admin-->Workflow Automator-->New ticket automator. Set the event as “Ticket is created”. Drag and drop a condition block into the workflow and provide the condition “Created during Non-Business hours”. Now add an action block and choose the action to “Send Email to Requester”.
By default, all incoming emails and tickets raised through the new incident form on the portal would have the type as Incident and all tickets raised from the Service Catalog would have type as Service Request. If you would like to have the type to be set as Service Request or Incident based on the subject or certain conditions on the workflow Automator you would be able to configure the same using workflow Automator.
You can do this by creating a workflow Automator from Admin-->Workflow Automator-->New ticket Automator. Set the event as “Ticket is created”. Drag and drop a condition block into the workflow and provide the condition “Subject or Description contains” and provide the particular text that you are looking for. Now add an action block and choose the action that you wish to perform on the ticket.
You can do this by creating a workflow Automator from Admin-->Workflow Automator-->New ticket Automator. Set the event as “Ticket is created”. Drag and drop a condition block into the workflow and provide the condition “To Email is” and provide the respective support email address. Now add an action block and choose the action as “Assign to Agent” and choose your name on the same.
You can configure a workflow automator to check for specific conditions based on the ticket resolved or ticket closed event and then choose to Send an email to the requester in the action block and provide the placeholder “{{ticket.satisfaction_survey}}” to send customer satisfaction survey.
You can do this by creating a workflow automator from Admin-->Workflow Automator-->New ticket automator. Set the event as “Ticket is created”. Drag and drop a condition block into the workflow and provide the condition as per the ticket property that you would like to check. Now add an action block and choose the action as “Skip New ticket email notifications”
You can disable the default email notification available under Admin-->Email Notifications and create custom notifications based on the group and set the action where these email notifications are being sent based on the group.
You would be able to configure a supervisor rule based on the status of the ticket and provide conditions like Hours since requester responded and follow up on the ticket by choosing the specific action. Please reach out to our support team at support@freshservice.com for further assistance.
As supervisor rule runs every hour, we can provide conditions to check for specific time intervals or a specific ticket property can be changed to a different value so the rule doesn’t get executed every hour. Do reach out to our support team at support@freshservice.com for further clarifications.
Yes, you can check the activity of the ticket and you would be able to see the timestamp in which the supervisor rule was executed on the ticket.
Supervisor rules run in Calendar hours. But we have the recent deployment which will allow the supervisor rule to run based on business hours as well. Reach out to support@freshservice.com for further details regarding the recent deployment.
Any tickets which have been updated in the last 30 days and which meet the conditions mentioned on the supervisor rule then the supervisor would run on the ticket.
You can create a supervisor rule which checks for the status of the ticket and also add an additional condition which would check for how long it has been since the agent has responded and set the action to Close the ticket.
You can configure this from the workflow automator. Create a new ticket automator under Admin-->Workflow Automator-->New ticket automator. Set the event as “Customer Satisfaction rating is Negative”. Now add an action block and choose the action as “Send email to agent” and choose the manager’s profile from the same.
You can configure this from the workflow automator. Create a new ticket automator under Admin-->Workflow Automator-->New ticket automator. Set the event as “Priority is changed from Any to Any”. Now add an action block and choose the action as “Send email to requester” and enter the email that needs to be triggered to the requester.
You can insert placeholders in the webhook payload by choosing the advanced option and then use the placeholder “{{note_body}}” which would trigger the last private note added in the ticket.
A ticket would be reopened when a requester responds to the ticket by default as there’s a workflow automator that is available under Admin-->Workflow automator. You can choose to disable the workflow automator named “Reopen tickets when the requester responds” so that there is no email that gets triggered to the agent when the requester reopens the ticket.
In Admin-->Workflow Automator, there is a default workflow automator called “Assign ticket to first responder”, this would ensure that the last responding agent gets assigned to the ticket automatically. If you don’t find the workflow, you can quickly create on by clicking on the New Ticket Automator section. The event would be “Reply is sent” or “Note is added of type Public” performed by Agent and drag and drop a condition block to check that there is no Agent assigned to the ticket (Agent is None) and in the action block choose the action as “set agent as Event performing agent”
Supervisor rules run once an hour, based on a time-based update; You can use supervisor for updates you are looking to make based on "time since" conditions, for an existing ticket.
You can configure a workflow automator, which checks for the event “Reply is sent performed by Requester” condition saying “Status is not Closed” and actions, you can set to reopen the ticket. A screenshot for the above is added below:
Supervisor runs on all tickets, once an 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.
When we use conditions like “Subject/Description contains” and enter a text in the condition block then the text is case sensitive.
Agents with SD agent role will be able to create personal canned responses, however if you wish to provide few agents to Manage the canned responses and create them for the helpdesk, you would be able to provide the same by creating a custom role and provide them with the option to Manage Canned responses.
On the ticket list view page, based on whether a checkbox is selected or not, you would be able to filter the tickets from the ticket properties on the right-hand side section.
Any communication that is visible to the requester is considered as an interaction, hence any public note added in the system would be considered as an interaction.
You can choose to filter tickets on the ticket list view and using bulk actions, you would be able to set a tag for 30 tickets at once.
You can configure a workflow Automator from Admin-->Workflow Automator-->New Ticket Automator and configure the conditions as below.
Event - Ticket is Created
Condition - Subject or Description contains and provide the respective keywords that you need to check for
Actions - Mark ticket as Span
The above rule should ensure the emails end up in Spam folder.
No, we would not be able to provide minutes/days in the supervisor rules conditions, as Supervisor runs every hour we would have to provide the conditions in the equivalent of hours.
Scenario Automations let you carry out a bunch of updates to the ticket with a single click. They help you quickly handle recurring scenarios. For example, you could create a scenario to “Mark a Ticket as an incident", “Assign to the Incident Management team”.
Scenario automation isn’t supported right now while performing bulk actions from the ticket list view.
Yes, agents would be able to set their own scenario automation by setting the visibility to Myself while creating the automation.
You can create the scenario by setting visibility for specific agent groups, or also you would be able to set the scenarios to be visible only for yourself so other agents would not be able to see them.
Using Workflow automator, you would be able to configure conditions and set an action to Add a Note to the ticket. You can also choose the type of note, to be either a public or private note in the same automator.
Attachments are not supported while either Sending an email or Adding a note through scenario automations.
There is a default system rule in the helpdesk which would reopen the tickets when requester responds to the ticket. You can find it under Admin>Workflow Automator(Reopen tickets when the requester responds).
Canned responses support the option of uploading attachments, so agents can choose to insert the canned response to the ticket which would send the email along with attachment which was inserted in the canned response.
You can add yourself as a watcher to specific tickets by clicking on the Star icon inside the ticket and then you would be automatically notified of any updates that is happening on the ticket by email even if you are not the assigned agent for the respective ticket.
We would not be able to delete all the tickets automatically in the helpdesk,however if you filter out all the tickets from the helpdesk, you can perform API operations to delete those tickets. You can find information on the API to delete a ticket in the below link:
https://api.freshservice.com/v2/#delete_a_ticket
It is not possible to export all the tickets with a common subject line from the system automatically, however, you can export all the tickets from the list view and from the resulting export file you would be able to filter out for those tickets.
You can create a supervisor rule to update any tickets that were updated in the last 30 days, however, if you would like to set a value for all the tickets in your helpdesk, we would recommend exporting all the tickets from the helpdesk and make use of APIs to update the ticket. API to update a ticket can be found from here:
https://api.freshservice.com/v2/#update_ticket_priority
You can configure a Supervisor rule by configuring the below conditions in order to trigger the escalation email to all agents in a group. Navigate to Admin-->Supervisor and create a new Rule which would check for the condition “Hours since the ticket created greater than 1” and add an additional condition such as “Agent is None” and another condition to check for the respective group. In action, please choose “Send email to group” and choose the respective group and type in the content that needs to be sent.
There is a default system rule available which would assign the tickets to the first agent who responds to the ticket. You can find the automator under Admin-->Workflow Automator under the name “Assign Ticket to the First Responder”, please enable the automator for the tickets to be assigned to the first agent who responds to the ticket.
Customer satisfaction surveys are available in Closed/Resolved notification based on the configuration in Admin-->Customer Satisfaction. If you would like to trigger based on the group then placeholder for satisfaction survey({{ticket.satisfaction_survey}}) can be removed from Resolved/Closed(Admin-->Email Notifications) notifications and you can configure a Workflow automator from Admin-->Workflow would help us to achieve this
Supervisor rule runs only on the tickets that were updated in the last 30 days. If a ticket is not updated in the last 30 days, the supervisor wouldn’t run on those. If you still see that the ticket is updated in the last 30 days and the rule didn’t work, please reach out to our support team through support@freshservice.com for further assistance.
You can configure a supervisor rule as shown in the below screenshot to close resolved tickets automatically after 48 hours.
If a note is added by a third party (reply to a ticket forward), as of now Freshservice would not have a default email notification which would be sent to the Agent. Instead, you would have to configure a Workflow Automator(Admin-->Workflow Automator) to send out the Email Notifications in such cases.
Trigger:
1. When these actions are performed by Requester
2. When these events occurred: Note added is Private
Condition:
1. On tickets with these properties: Leave Blank
Action:
Set status as Open
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 feedback, you can reopen the ticket using a Workflow automator (configurable under Admin-->Workflow Automator-->New Ticket Rule).
Follow these steps to setup the workflow automator.
Events:
Customer Satisfaction Rating is Any
Action:
Set status as Open
