Freshservice is built to automate repetitive tasks and workflows so agents can focus on what they do best. Here are the answers to some of your common FAQ around automation in Freshservice.

Q. What's the difference between the various automation features in Freshservice?

A. Here's the gist of what the automation and productivity optimization features in Freshservice do:

  • Dispatch’r rules usually run when a ticket is created. They can be used to set the right priority for a ticket or to assign it to a particular group or agent. For any request, the Dispatch’r stops once a matching rule is executed.
  • Observer rules are triggered by specific events. The event could be any change made to a ticket property. For instance, when you release a popular feature (ie when the corresponding Release closes), you can send an email notification to all requesters.
  • Supervisor runs every hour and performs actions on tickets that meet certain conditions. It's particularly useful for following up on pending responses or overdue tickets and escalating tickets.
  • Scheduler is used when you need to automatically create tickets for something at particular time intervals. For instance, you can schedule monthly tickets to remind you to check the storage space of your data center.
  • Scenario Automation lets you carry out a bunch of pre-set updates to a ticket with a single click. It's helpful for recurring scenarios. You can set a rule to change a ticket's priority to urgent and notify the requester with a click of a button.

Q. If I'm closing a change, can I have all the incidents and problems that triggered the change close automatically?

A. Yes, Observer rules for doing this are added in Freshservice by default.

  1. Go to Admin> Observer.
  2. In the Change Rules tab, enable the default rule "Close all the associated problems".
  3. The corresponding Problem Rule is enabled by default.

Q. If I have a ticket waiting for a response from the requester, how can I automatically close it after 5 days and send an email notification to them?

A. Here are the steps:

  1. Create a new Supervisor rule from Admin> Supervisor.
  2. In the Conditions section, choose 1) Status is Pending and 2) Hours since pending is 120.
  3. In the Actions, select 1) Set status as Closed and 2) Send Email to Requester and provide an email template.

This rule would run on any ticket that is in Pending status for 5 days. 

Tip: You can use a similar Supervisor rule to send an email reminder on the third day or so.

Q. Is there an automated way to email the requester when we change the priority of a ticket?

A. Yes. Here are the steps:

  1. In the Observer (Admin> Observer), choose the Event as Priority is changed and specify the from and to priority according to the requirement. By default this would run for any priority change.
  2. In the Actions section, select Send Email to Requester and select the email template.

Q. Is it possible to set an Observer rule to remove a tag from a ticket?

A. No. You can only add a tag to tickets using Observer. You can remove ticket tags manually by updating the ticket properties.

Q. Is there a way to screen incoming subject lines. If a subject line contains a specific phrase (eg. LOGIN HELP), can Freshservice send an automated email reply to the customer?

A. Yes, you can do this using Dispatch’r.

  1.  Go to Admin> Dispatch’r.
  2. In the Conditions section, add Subject contains ‘LOGIN HELP’.
  3. You can add Send email to requestor and provide a template for the email.