Automations and Triggers

• Workflow Automator is an automation engine which listens to certain events like Ticket creation, ticket update and lets you perform specific actions based on certain conditions specified in the workflow Automator. 
• 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.

You could create a new Workflow Automator rule under Admin Tab-->Click on Workflow Automator (Under Service Desk 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

Here are the modules that can be updated using the Workflow Automator in Freshservice:

1. Tickets: Workflow Automator allows you to automate the process of updating tickets in your helpdesk. You can set up rules that trigger specific actions when certain conditions are met, such as changing the status of a ticket, adding a tag, assigning it to a specific agent, or sending an email notification.
   
   
2.  Problems: You can create workflows to update problems automatically based on specific conditions. For example, you can create a workflow to automatically update the status of a problem to "Investigating" when it has been assigned to a technician.
   
   
3. Changes: You can create workflows to update changes automatically based on specific conditions. For example, you can create a workflow to automatically update the status of a change to "Implemented" when it has been successfully completed.
   
   
4. Releases: Workflow Automator also allows you to automate the process of updating releases. You can set up rules that trigger specific actions when certain conditions are met, such as updating the status of a release, adding a comment, or notifying specific team members.
   
   
5. Tasks: Workflow Automator can also be used to automate the process of updating tasks in your project management tool. You can set up rules that trigger specific actions when certain conditions are met, such as changing the due date of a task, adding a comment, assigning it to a specific team member, or marking it as complete.
   
   
6. Assets: With the Workflow Automator in Freshservice, assets can be automatically updated based on specific conditions. For example, you can create a workflow to update an asset's location when it's been assigned to a new employee.
   
   

In addition to the above examples, you can also create workflows to update tickets based on custom conditions or fields.

You can assign all incoming tickets to a specific agent on the portal in Freshservice by following these steps:

1. Go to Admin > Automation & Productivity > Automations > Workflow Automator.
2. Click on New Workflow > Event Based Workflow.
3. Provide a Name and description to your new workflow.
4. Set the Event as Ticket is raised.
5. Drag and drop an Action block and set the action as Assign to Agent and choose the agent you want to assign the tickets to.
6. Save and Activate your workflow.

With this workflow in place, any new ticket created on the portal will be automatically assigned to the selected agent.

Yes, This can be done by creating a new Workflow Automator rule (Admin > Service Desk 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.

You can automatically assign tickets from a specific email with a specific subject to an agent or group of choice using automation rules. Below are the steps to enable that;

1.   Go to Admin > Automation & Productivity > Automations > Workflow Automator.
2. Click on New Workflow > Event Based Workflow.
3. Provide a Name and description to your new workflow.
4. Set the Event as Ticket is raised.
5.  Drag and drop a Condition block and set the following two conditions,
   1. Ticket Fields.From Email is and provide the specific email address.
   2. Ticket Fields.Subject contains and provide the text to look for from the email subject.
6. Drag and drop an Action block, set the action as Assign to Group, and choose the specific group you want to assign the tickets.
7. Save and Activate your workflow.

   
   

   
   
   

In Freshservice, you can automate the process of adding CC emails to tickets from a specific department. This helps streamline communication and keep relevant stakeholders informed. Follow these steps to configure a workflow automator and enhance collaboration within your organization.

1. Navigate to ‘Admin’ from the menu. Under the ‘Automation & Productivity’ section, click on ‘Workflow Automator.’
2. Click on ‘New Workflow’ and choose Event based workflow option.
3. Give your rule a title and click Create.
4. Set the Event as Ticket is raised.
5. Drag and drop a Condition block and set the condition as  Ticket field.Department Name Is and provide the name of the specific department.
6. Drag and drop an Action block, choose the action as CC, and provide the email address.
7. Click Activate to enable the automation rule to work on upcoming tickets.
   
   
8.  

To move tickets from a particular requester to spam in Freshservice, there are two methods available: 

• Delete the requester
• Configure a workflow automator

Delete the requester

The simplest way to move tickets from a particular requester to spam is by deleting the requester from the Requesters page. Upon doing so, any future emails from the user will be automatically redirected to spam.

Configure a workflow automator

To execute this using a workflow automator, follow the instructions below:

1. Go to Admin > Automations & Productivity > Automation > Workflow Automator > New Automator.

2. Set the Event as Ticket is raised.

3. Add a Condition block to the workflow.

4. Provide the condition Ticket Fields.From Email is and enter the requester's email address.

5. Add an Action block and select the action Mark as Spam.

6. Save and Activate the workflow automator.
   
   
   

   Henceforth, when a ticket is created from the specified requester's email address, it will be marked as SPAM automatically. This method is useful for automatically filtering spam tickets or for identifying requesters who frequently submit tickets that should be marked as spam.

Customers may contact your Freshservice helpdesk outside of business hours. To provide instant acknowledgments and improve brand trust, you can set up after-hours auto-replies using ticket creation automations. Follow these steps:

1. Navigate to Admin > Automation & Productivity > Automation > New Automator > Event-based workflow.
2. Set the Event as Ticket is raised.
3. Drag and drop a Condition block into the workflow.
4. Provide the condition Ticket fields.created during non-business hours and select the 
5. Add an Action block and choose the action Send email to Requester.
6. Customize your auto-response to reflect your brand voice.
7. Save and Activate the workflow automator.
   
   
   
   Now, when a ticket is created outside of your business hours, your customer will receive a customized auto-response, letting them know their inquiry has been received and will be addressed during business hours.

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
• Using Scheduled Workflows
• Using Scenario Automation

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.

You can automatically assign tickets from a specific email with a specific subject to an agent or group of choice using automation rules. Below are the steps to enable that;

1. Login to your Freshservice account as an administrator.

2. Navigate to ‘Admin’ from the menu. Under the ‘Automation & Productivity’ section, click on ‘Workflow Automator.’

3. Click on ‘New Workflow’ and choose Event based workflow option.

4. Give your rule a title and click Create.

5. Set the Event as Ticket is raised.

6. Drag and drop a Condition block and set the condition as Ticket fields is Subject or Description has any of these words - provide the particular text that you are looking for.

7. Drag and drop an Action block and choose the action you wish to perform.

8. Click Activate to enable the automation rule to work on upcoming tickets.
   
   
   
   
   
   

Sending customer satisfaction surveys to the right tickets can greatly improve response rates and feedback accuracy. In Freshservice, you can create multiple surveys and configure conditions to trigger them for specific tickets. The Criteria section of the Customer Satisfaction Survey feature gives users the flexibility to set trigger conditions for a particular survey.

For example, you can create a separate survey for the IT teams and a separate one for the HR teams.

The following sections under the Criteria page enable you to define trigger conditions, set the display text for the survey link, regulate the frequency of the survey emails,  check the settings, and test the survey link before sending it to customers.

• Configure a condition based on the ticket field: You can add multiple conditions and choose whether to match all or any of those conditions to trigger the survey.
• Configure the display text for the link sent in the survey mail: You can configure the text that the user will receive in the email or support portal.
• Choose:  which emails have the satisfaction survey link: A ticket can have multiple email communications. You can select the email communications containing the satisfaction survey link for customers from the ticket conversation using the four options.
• Regulate Survey Emails: You can set the frequency at which you want to send the survey emails to your customers and define a time period after which the frequency number will reset.

Here are the steps to turn off the new ticket email notification for the requester based on the ticket's properties:

1. Go to Admin > Automation & Productivity > Automation > Workflow Automator.
2. Click on New Automator > Event Based Automator.
3. Provide a name and description for your rule.
4. Set the event as "Ticket is raised".
5. Drag and drop a "Condition" block into the workflow.
6. In the condition block, provide the condition per the ticket property you want to check.
7. Add an "Action" block to the workflow.
8. Choose the action as "Skip New ticket Email Notifications" in the action block.
9. Save and Activate the workflow automator.
   
   
   

By following these steps, you will be able to create a workflow automator that turns off the new ticket email notification for the requester based on the ticket's properties.

Creating custom email automations specific to groups when tickets are created or updated helps agents save time and meet unique requests. To do that, you need to,

• Disable default email notification for groups
• Set up customized email notifications through Automator

Disable default email notification for groups

To disable default email notifications for groups in Freshservice, follow these steps:

1. Log in to your Freshservice account and navigate to Admin.
2. Under Account Settings, click on the Email notifications option.
3. In the Email Notifications section, toggle off the box next to Ticket assigned to Group and Ticket unattended in Group notifications.
   
   

Set up customized email notifications through Automator
To set up customized email notifications for different groups,

1. Login to your Freshservice account as an administrator.
2. Navigate to ‘Admin’ from the menu. Under the ‘Automation & Productivity’ section, click on ‘Workflow Automator.’
3. Click on ‘New Workflow’ and choose Event based workflow option.
4. Give your rule a title and click Create.
5. Set the Event as Ticket is raised.
6. Drag and drop a Condition block and set the required conditions.
7. Drag and drop an Action block, choose the action as Send email, and customize the notification per your business use case.
8. Click Activate to enable the automation rule to work on upcoming tickets.
   
   

To restrict a particular domain from creating tickets on your Freshservice account, you can follow these steps:

1. Go to your Freshservice portal and click on the Admin tab.
2. Under Channels > Other Channels, click on Support Portal.
3. In the Support Portal Settings page, scroll down to the Email Domain Restriction section.
4. Select the Users from specified domains radio button.
5. Enter the domain name you want to allow for ticket creation.
6. Click Save.
   
   

Alternatively, you can configure a workflow automator to check for the domain of the requester email address and choose to delete the tickets which are from the particular domain.  

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 [email protected] for further assistance.

To prevent the supervisor rule from executing every hour, specific time intervals or changes to a ticket property can be used as conditions to limit its execution. Here's how,

1. Navigate to Admin > Automation & Productivity > Automation > Supervisor Rules.
2. Click Edit next to the rule you wish to run only once.
3. Under the Conditions section, provide a timeframe with Greater than and Less than options to restrict the rule to run once during that specific hour.
   
   
   
4. Alternatively, you can add a new condition to check if a custom field is present on the ticket. This field should be set when the notification is sent.
5. In the "Actions" section of the trigger, add the notification you want to send.
6. Before the notification is sent, add an action to set the custom field to indicate that the notification has been sent.
7. Click Update.

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.

You can add yourself as a watcher to the ticket from the ticket view by clicking on the star icon on top of the ticket. Once you are added as a watcher, you would be notified of any updates on the ticket by an email notification. You can find more information about the same from the solution article below:

https://support.freshservice.com/support/solutions/articles/154778-monitoring-important-tickets-by-becoming-a-watcher-

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 [email protected] 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.

In Freshservice, you can notify the requester about a change in ticket priority by setting up an automation rule by following the steps below.

1. Navigate to Admin > Automation & Productivity > Automation > Workflow Automator-->New automaton. 
2. Choose the Event based automator option.
3. Set the Event as Priority is changed from Any to Any. 
4. Add an action block, choose the action as Send email to Requester, and provide the email notification that must be triggered to the requester.
5. Activate the rule.
   
   
   
   
   

To access the last public note added to a ticket using webhooks, you can use the placeholder {{ticket.latest_public_comment}} in the webhook payload. When the webhook is triggered, this placeholder will be replaced with the last public note added to the ticket, and the resulting payload will include this information.

For example, if you use a webhook to send notifications to a Slack channel whenever a public note is added to a ticket, you can include the placeholder {{ticket.latest_public_comment}} in the payload to ensure that the last public note is included in the notification. 

This way, your team can stay current on the latest developments in Freshservice without switching back and forth between systems.

When a requester responds to a ticket, it will be reopened by default through the "Reopen tickets when the requester responds" workflow automator available in Freshservice.

Here are the steps to disable the Reopen tickets when the requester responds workflow automator.

1. Navigate to Admin > Automation & Productivity > Automation > Workflow Automator.
2. Scroll down and locate the workflow automator Reopen tickets when the requester responds.
3. Toggle the switch to OFF to disable the automator.

With this automator disabled, no email will be triggered to the agent when the requester reopens the ticket.

The Assign Ticket to the First Responder default workflow automator under Admin > Automation & Productivity > Automation > Workflow Automator ensures that the most recent responding agent is automatically assigned to the ticket.

With Supervisor Rules in Freshservice, you can automate ticket management based on time and event triggers. These rules can be useful in streamlining processes, improving efficiency, and reducing manual work. This means you can easily send reminders to customers for pending tickets or escalate overdue tickets to the right person on your team. 

You can set the supervisor rule based on your preferred business hours or calendar hours. They run once an hour and process tickets updated within the past 30 days. 

For instance, you can set up a supervisor rule to Escalate the ticket or add a watcher if it has been in the Pending status for more than 24 hours. 

The order of the rules is significant as they are processed sequentially, and certain actions may trigger subsequent rules. 

In Freshservice, closed tickets can be reopened when a requester replies by the default ticket workflow automator, Reopen tickets when requester responds. You can turn off this automator to prevent closed tickets from reopening when a requester replies. 

It's important to note that disabling this automator will affect all closed tickets, not just individual tickets. So if you want to keep the option to automatically reopen tickets when a requester replies for some tickets but not others, you'll need to use a custom workflow automator instead.

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.

Based on the visibility that has been set for a Canned response, Administrators would be able to share the Canned response with a group of agents or all agents in the helpdesk.

For further information, you can refer to the below solution article:

https://support.freshservice.com/support/solutions/articles/157147-creating-common-reply-templates-with-canned-responses

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.

By utilizing checkboxes, you can quickly narrow down the ticket list view and focus on the tickets that meet your desired properties. Here's how you can filter tickets using checkboxes,

1. Go to Tickets icon and select List.
2. Under the Filter section on the right-hand side of the ticket list view page, you will find options to refine your ticket search.
3. Click on the corresponding checkboxes based on your filter criteria.
4. Click on Apply filters to view the filtered tickets.
   

For detailed information on creating filter views please refer to our comprehensive documentation on filtering tickets using views.

Yes, any communication that is visible to the requester is considered an interaction. 

Let's say an agent is working on a ticket and adds a public note to the ticket, requesting additional information from the requester. When the requester responds to the agent's note, that response is also considered an interaction.

Thus, any communication that is visible to the requester, whether it's an agent's public note or a response from the requester, is considered an interaction in Freshservice.
This helps in tracking the communication history between the requester and the agent and provides a clear record of all the interactions that have taken place in a ticket.

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.

To make sure that emails end up in the Spam folder, you can create a workflow Automator by navigating to  Admin > Automation & Productivity > Automation > Workflow Automator. Here are the steps to follow:

1. Set the event to Ticket is Raised.
2. In the conditions section, set the Subject or Description, contains (or Has any of these words) and provide the respective keywords you want to check for.
3. If you wish to filter by a specific email address, ddd another condition as Requester fields.Requester email, is - provide the specific email address.
   
4. In the actions section, select Mark ticket as Spam.
   
   

By following the above rule, emails containing the specified keywords will be marked as Spam.

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”.

Yes, agents can set their own scenario automation by setting the visibility to Myself under the Available for option while creating the automation.

Here are the steps to set up a Scenario Automation as an Admin in Freshservice:

1. Go to Admin > Automations & Productivity > Automations > Scenario Automator.
2. Click New Rule to create a new scenario automation.
3. Provide the scenario name and description.
4. Select the actions that you want the automation to perform. For example, you can create a scenario to Mark a Ticket's Priority as “High”, “Assign to the Service Desk Monitoring Team”.
5. Set the visibility of the automation to "Myself" if you want to keep it private, or "All agents" if you want all agents to be able to use it, or "Agents in group" if you want only the agents in your group to use the automation.
6. Click Save.
   
   
   For detailed information, please refer to our solutions article on creating a new scenario automation.

You can restrict scenarios by setting the visibility of the scenario to specific agent groups. Alternatively, you can also make the scenario visible only to yourself, preventing other agents from seeing it.

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 service desk 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.

To receive email notifications, you can add yourself as a watcher to specific tickets by clicking on the star icon inside the ticket. This will automatically notify you of any updates on the ticket by email, even if you are not the assigned agent.

Deleting tickets in a helpdesk can be tedious, but there are multiple ways to simplify the process. Here are four options to delete tickets in Freshservice:

1. Bulk Update
2. Supervisor Rule
3. Scheduled Workflow
4. API 
   
   

Bulk Update
One way to delete multiple tickets at once is to use the Bulk Update feature. Here's how:

1. Navigate to the Ticket List view and select the tickets you want to delete.
2. Click on Delete from the ... menu.
3. Confirm the action, and the selected tickets will be deleted.
   
   

Note: You can delete upto 30 tickets using Bulk Update option.

Supervisor Rule
Another option to delete tickets is by using Supervisor Rules. Here's how:

1. Click on Admin > Automation & Productivity > Automation > Supervisor Rules. 
2. Select the New Rule button.
3. Enter an appropriate name and description for the rule.
4. Create conditions that act as a trigger for this particular rule.
5. Specify whether all the conditions need to be matched or if any one condition is enough to trigger the rule.
6. Under the Action section, add the task Delete the Ticket from the drop-down list.
7. Save the rule, and all matching tickets will be deleted.
   
   
   

Note: Supervisor runs every hour on tickets updated in the past 30 days.

Scheduled Workflow

Using Scheduled Workflow automation can also help delete tickets automatically. Here's how:

1. Click on Admin > Automation & Productivity > Automation > Workflow Automator. 
2. Select New Workflow > Scheduled Workflow.
3. Enter an appropriate name and description for the rule.
4. Schedule the workflow to run at a specific time or frequency.
5. Create conditions that act as a trigger for this particular rule.
6. Under the Action section, add the task Delete the Ticket from the drop-down list.
7. Save and Activate the workflow, and all matching tickets will be deleted automatically.
   
   
   

API 

In addition to the above options, you can also delete tickets using the Freshservice API. You can refer to the documentation on API to 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.

As your organization grows and evolves, manually updating fields for each ticket can be a tedious and time-consuming process. Freshservice's bulk update feature allows you to save time and effort by updating a field for all tickets simultaneously. In this guide, we'll walk you through the different methods you can use to bulk update a field for all tickets in Freshservice.

• Using Bulk Action
• Using Scenario Automation
• Using Supervisor Rules
• Using Scheduled Workflows
• Using API

Using Bulk Action:
One way to bulk-update tickets in Freshservice is to use the "Bulk Update" action. Here's how:

1. Go to the ticket list view in Freshservice.
2. Use the right pane filter to filter the tickets you want to update.
3. Select the filtered tickets and click Bulk Update.
4. Enter the field name and value you want to update.
5. Click Update Tickets to apply the changes.
   
   
   This option can be used when you want to update a subset of ticket fields only once. For example, updating resolution notes and closing tickets.
   
   Limitations: Only a maximum of 30 tickets can be selected for execution from the ticket list view. Also, you cannot add a private or public note; you have to mention the action every time you choose bulk update.

Using Scenario Automation

Another way to bulk-update tickets in Freshservice is to use scenario automation. Here's how:

1. Create a scenario automation in Freshservice.
   
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.
   

This option can be used when you update tickets on a regular basis. For example, assigning the ticket to a group and updating the category.

Limitations: This option also has a limit of 30 tickets that can be selected for execution from the ticket list view.

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 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 for the workflow.
3. Save the workflow.

Limitations: 

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 API

If you want to export all the tickets from the service desk and make use of APIs to update the ticket, you can do so by following these steps:

1. Export all the tickets from the Freshservice service desk.
2. Use the Freshservice API to update the ticket field.

If you need assistance with any of these options, please contact Freshservice support at [email protected].

Efficient ticket management is vital for delivering exceptional customer support. Freshservice offers the SLA policy feature where you can automatically send escalation emails to all agents in a group when a ticket remains unattended for more than one hour. This proactive approach helps maintain your service level agreements and ensures timely resolution of customer issues. 

To send an escalation email to all agents of a group in Freshservice when a ticket is left unattended for more than one hour, you can follow these steps:

1. Go to Admin > Service Management > Service Desk Settings > SLA and OLA Policies.Click Create New Policy and select the Ticket option.
2. Provide a name such as "Ticket Escalation for Unattended Tickets."
3. Under the SLA Targets section, set the service level targets for each ticket priority.
4. Enable the Escalation Email toggle for the ticket priority that you wish to send the escalation emails.
5. Configure the SLA conditions according to your requirements. In this case, you'll set the condition to trigger when a ticket remains unattended for more than one hour. 
6. Under the What happens when the due date approaches / this SLA is violated? section, click on + Add rule to add the escalation rule.
   • Escalate Before 1 hour to Reporting Manager and Agent Group
7. Save the SLA policy.

   
   

   

Once you've set up the SLA policy, it will automatically monitor the tickets and trigger the escalation email when a ticket remains unattended for more than one hour. The email will be sent to all agents belonging to the specified group, notifying them about the unattended ticket and prompting them to take action.

With the "Assign Ticket to the First Responder" automator, you can streamline your support workflow by automatically assigning tickets to the first agent who responds. 

The steps to enable this automated ticket assignment for first responder agents are as follows: 

1. Navigate to Admin > Automation & Productivity > Workflow Automator.
2. Look for the "Assign Ticket to the First Responder" automator and enable it.
3. Click the toggle button to enable the default automator.
4. Click on the automator to view the event, condition, and action block that constitute the automator. It is basically an automation that assigns the ticket to the event-performing agent.
5. You can edit them as per your business needs.
   
   

   
   

   Once you have enabled the Assign Ticket to the First Responder automation, tickets will be automatically assigned to the first agent who responds to the ticket. 

Satisfaction surveys are essential tools to collect valuable customer feedback, which in turn helps you improve customer experience. You can create your own satisfaction surveys with Freshservice's built-in Satisfaction survey functionality.

To send the satisfaction survey to a specific group,

1. Go to the Criteria tab of the Satisfaction Survey.
2. Click on Add new Condition and select Ticket Fields.Group is and provide the group name.
3. Select which Tickets you want this Survey attached and when you want to trigger the Survey.
4. Save the changes.
   
   
   

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 [email protected] for further assistance.

You can configure a supervisor rule as shown in the below screenshot to close resolved tickets automatically after 48 hours.

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

There may be rare scenarios where the ticket requester and the agent assigned to the ticket are the same. In such cases, even though the agent responds to the ticket, it will trigger workflow automations that have events based on the requester's response. 

Here, the system cannot distinguish between the requester and the agent and only compares the email address. Since the agent's email ID matches the requester, the workflow gets executed.

To avoid such issues, you can add another condition to your workflows that compare the agent's and requester's ID by following the steps below.

1. Navigate to Admin. Under the Automation and Productivity section, select the Workflow Automator option.

2. Click on your workflow, and select the Edit option by clicking on the 3 dots next to Activate.

3. Update your Condition section with the following check as per your business use case. 

   1. Select the ‘Build Expression’ radio button.

   2. Under the Body section provide the condition as equals({{ticket.agent.id)}},{{ticket.requester.id}}) to compare the agent’s ID with requester’s ID.

   3. Click on Done.

4. You can then skip the Action block if the above condition is satisfied.

5. Once you have made the necessary changes, click on Activate for the workflow to execute for upcoming tickets.

   
   

   

Please reach out to [email protected] if the issue persists, and one of our Support Specialists will help in resolving the issue.

The order of the rules listed in your workflow automators page determines when your rules will trigger. 

Sometimes you will encounter a situation where a workflow of a higher order will undo the actions performed by an earlier workflow. For example, if you create a new incident ticket, not all the workflow automations configured in your service desk will execute. Only those that are set up to execute when an incident is created will execute.   

This is why it is important to order your business rules in relation to other business rules that will execute simultaneously.

Here are some recommendations to order your workflows.

1. Changes or updates to ticket values. Any automation that changes ticket values, such as status, priority, or field value, should be listed first. These rules can impact ticket assignments and notifications.

2. Ticket assignments. Automations that assign tickets to groups or individual agents should be listed next.
3. Notifications. Automations configured to send notifications to users should be listed last. This ensures that the system makes any necessary changes before you send out email notifications.

If you find that your workflow is not executed in the expected order, follow the steps below to troubleshoot the issue,

1. Under the Ticket list page, click on the ticket to analyze the workflows executed for the ticket.

2. Navigate to the Activities tab and scroll through the ticket activities section to observe the order in which the workflows are executed.
   
   
   

3. If you find any discrepancies, check for the action and condition blocks of the workflow that did not execute in the expected order.

4. If two workflows have overlapping actions or conditions, they will execute as per the order defined in the workflow automator. 

5. It is recommended to avoid conflicts between automation rules that modify the action performed by another rule.

6. Make the necessary changes in the workflows to avoid conflicts and save the workflow.

7. Also, to change the order of rule execution,

   1. Click the Reorder button under workflow automator page.

   2. Drag and drop the rules in the correct order.

   3. Click on Save to finalize the order.
      
      
      
      

Please reach out to [email protected] if the problem persists, and our Support Specialist will assist you in resolving the issue.

Freshservice enables users to request approval for a Service Request(SR) or Change request by manually adding the approver's email address. You can also automate a service request approval by creating a Workflow Automator.

If you have configured a workflow to send approval emails and it is not working as expected, here are a few checks to troubleshoot the issue.

1. Check if the rule is set for Incident tickets.
2. Check if the 'Sent approval email to' action is configured correctly.
3. Check if the approver is mapped correctly.
4. Check for email delivery issues.

Check if the rule is set for Incident tickets.

One of the most common issues with sending approval emails through automations is users trying to send approval for an incident ticket using workflow. The workflow will not be triggered in such cases since approvals work only on service requests. Furthermore, you will not find any logs under the Activities section of the ticket. 

To correct this, navigate to the Events block of your workflow, and replace Incident with Service request.

Check if the 'Sent approval email to' action is configured correctly.

Another common misconfiguration in the workflow is not providing the correct approver under the workflow's action block. Follow the steps below to identify and correct the issue with the approver.

1. Navigate to Admin. Under the Automation & Productivity section, select the Workflow Automator option.

2. Click on your approval workflow and select the Action block.

3. Check if the 'Send approval email to' includes the options 'Reporting Manager' and/or 'Department Head' as per your business use case.

4. If not, click on Enter or Select and select the appropriate option for the approver.

5. Under the ‘To be approved by’ dropdown, select ‘Everyone’ if you need both the Reporting manager and Department Head’s approvals. 

6. You can also choose the other options based on your business rule.

7. Save and Activate your updated workflow.

   
   

   
   
   

Check if the approver is mapped correctly.

Another critical step is ensuring that the approvers are correctly mapped to the Reporting Manager or Department Head roles. If not, the workflow will execute, but the approval email will not be sent. This is indicated by the ‘Approver not present’ message under the Activities section of the service request. 

Follow the steps below to map the Reporting Manager for the agent raising the service request.

1. Navigate to Admin. Under User Management, select the Agent option.

2. Click on the Agent profile of the user raising the service request, and select Edit Agent.

3. Scroll down to the Reporting Manager field and enter the approver’s name.

4. Click on Update to save the changes.
   
   
   
   

Follow the steps below to map the Department Head for the service request’s department.

1. Navigate to Admin. Under User Management, select the Departments option.

2. Select the rervice request’s department and click the Edit button.

3. Enter the approver’s name or email address in the Department Head field.

4. Click on Update to save the changes.
   
   
   

Check for email delivery issues.

The email delivery time can vary based on your ISP or connection. Also, a spam filter may catch your email content on your mail server. You can contact your email administrator, to check the logs of all inbound emails to see if it's being delivered, rejected, or marked as spam.

If you still face the issue after performing these checks, please reach out to [email protected], and our support specialist will assist you in resolving the issue.