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.

https://support.freshservice.com/support/solutions/folders/255298