In Freshservice, accurately categorizing tickets based on their type is crucial for efficient ticket management. By default, incoming emails and tickets raised through the new incident form are assigned the type Incident, while tickets raised from the Service Catalog are assigned the type Service Request. However, there are situations where you may want to update the ticket type automatically based on specific conditions or criteria.
In this guide, we'll walk you through the different methods you can use to update the type of a ticket in Freshservice.


Using Supervisor Rules

Supervisor rules are self-executing automation that runs every hour and updates the ticket based on the condition mentioned in the rule. Here's how:

  1. Create a supervisor rule in Freshservice.
  2. Specify the condition and action to update the ticket type for the rule.
  3. Save the rule.

Limitations: The rule runs only on tickets that were created or updated in the last 30 days. Please refer to our solution article on setting time/event based rules in your service desk for more detailed information.

Using Scheduled Workflows

Similar to workflow automators, scheduled workflows run on a predefined schedule for all records in a given module or based on the conditions specified. Here's how:

  1. Create a scheduled workflow in Freshservice.
  2. Specify the condition and action to update the ticket type for the workflow.
  3. Save and Activate the workflow.

Limitations: Here are the limitations of using a scheduled workflow.
1. Primary (first and default) condition node (default) will not have “Match any/all conditions.”
2. Action node for NO condition cannot be configured for the primary condition.
3. Excluded from execution:
    1. Assets in Trash
    2. Tickets Last updated more than 6 months
    3. Closed and resolved tickets
    4. Deleted & Spam tickets
    5. Tickets awaiting approval

Using Scenario Automation

  1. Create a scenario automation in Freshservice to update the ticket type.
  2. Select the tickets you want to update in the ticket list view.
  3. Choose the scenario automation you want to execute on those tickets.
  4. Click Run Scenario.


    Limitations: 
    The rule runs only on tickets that were created or updated in the last 30 days. Please refer to our solution article on setting time/event based rules in your service desk for more detailed information.