\u00a0<\/p>
Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>\u00a0<\/p>
The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p>While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p>In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p>Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p>In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p><\/oembed><\/p>\u00a0<\/p>
Lastly before I sign off, a few additional points:<\/span><\/p>\ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. We will soon share a form <\/strong>here so we can hear from you. This will be directly\u00a0 \u00a0 \u00a0 \u00a0reviewed by our Senior Director of Customer Engagement @Colin Crowley<\/user-mention><\/span>\u00a0and I.\u00a0<\/span><\/p>\ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p>\ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p>\ud83d\udea8If there are any pages that are broken, please alert @Kamakshi V<\/user-mention><\/span>\u00a0\u00a0or me and we will work to rectify as soon as possible.<\/span><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\u00a0<\/p>
Thanks for your patience and support as always.<\/span><\/p>\u00a0<\/p>
Best<\/p>
Ally<\/p>","id":32305,"featuredImage":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7b6a7c39-0dc0-4c6e-80e9-8c999f8945d8_thumb.png","label":"Community News","replyCount":2,"views":140,"post":{"id":80461,"author":{"id":32014,"url":"\/members\/alyssia-correa-32014","name":"alyssia.correa","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ba3dbeb8-0226-46ab-8699-0d19aadada93.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":6},"content":"
Hello Freshworks Community,\u00a0<\/span><\/p>\u00a0<\/p>
Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>\u00a0<\/p>
The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p>While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p>In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p>Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p>In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p><\/oembed><\/p>\u00a0<\/p>
Lastly before I sign off, a few additional points:<\/span><\/p>\ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. We will soon share a form <\/strong>here so we can hear from you. This will be directly\u00a0 \u00a0 \u00a0 \u00a0reviewed by our Senior Director of Customer Engagement @Colin Crowley<\/user-mention><\/span>\u00a0and I.\u00a0<\/span><\/p>\ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p>\ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p>\ud83d\udea8If there are any pages that are broken, please alert @Kamakshi V<\/user-mention><\/span>\u00a0\u00a0or me and we will work to rectify as soon as possible.<\/span><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\u00a0<\/p>
Thanks for your patience and support as always.<\/span><\/p>\u00a0<\/p>
Best<\/p>
Ally<\/p>","url":"\/announcements-11308\/attention-please-maintenance-hours-for-freshworks-community-2-0-32305?postid=80461#post80461","creationDate":"2023-07-19T08:44:32+0000","relativeCreationDate":"4 days ago"},"contentType":"article","type":0,"likes":4,"hasCurrentUserLiked":false},"config":{"selectedTopic":{"url":"https:\/\/community.freshworks.com\/announcements-11308\/attention-please-maintenance-hours-for-freshworks-community-2-0-32305","title":"\ud83d\udea8 ATTENTION PLEASE!! \ud83d\udea8 Maintenance Hours for Freshworks Community 2.0 \u200b\u200b\u200b\u200b\u200b\u200b\u200b\ud83d\udd27","description":"
Hello Freshworks Community,\u00a0<\/span><\/p>\u00a0<\/p>
Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>\u00a0<\/p>
The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p>While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p>In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p>Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p>In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p><\/oembed><\/p>\u00a0<\/p>
Lastly before I sign off, a few additional points:<\/span><\/p>\ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. We will soon share a form <\/strong>here so we can hear from you. This will be directly\u00a0 \u00a0 \u00a0 \u00a0reviewed by our Senior Director of Customer Engagement @Colin Crowley<\/user-mention><\/span>\u00a0and I.\u00a0<\/span><\/p>\ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p>\ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p>\ud83d\udea8If there are any pages that are broken, please alert @Kamakshi V<\/user-mention><\/span>\u00a0\u00a0or me and we will work to rectify as soon as possible.<\/span><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\u00a0<\/p>
Thanks for your patience and support as always.<\/span><\/p>\u00a0<\/p>
Best<\/p>
Ally<\/p>","id":32305,"featuredImage":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7b6a7c39-0dc0-4c6e-80e9-8c999f8945d8_thumb.png","label":"Community News","replyCount":2,"views":140,"post":{"id":80461,"author":{"id":32014,"url":"\/members\/alyssia-correa-32014","name":"alyssia.correa","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ba3dbeb8-0226-46ab-8699-0d19aadada93.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":6},"content":"
Hello Freshworks Community,\u00a0<\/span><\/p>\u00a0<\/p>
Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>\u00a0<\/p>
The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p>While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p>In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p>Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p>In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p><\/oembed><\/p>\u00a0<\/p>
Lastly before I sign off, a few additional points:<\/span><\/p>\ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. We will soon share a form <\/strong>here so we can hear from you. This will be directly\u00a0 \u00a0 \u00a0 \u00a0reviewed by our Senior Director of Customer Engagement @Colin Crowley<\/user-mention><\/span>\u00a0and I.\u00a0<\/span><\/p>\ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p>\ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p>\ud83d\udea8If there are any pages that are broken, please alert @Kamakshi V<\/user-mention><\/span>\u00a0\u00a0or me and we will work to rectify as soon as possible.<\/span><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\u00a0<\/p>
Thanks for your patience and support as always.<\/span><\/p>\u00a0<\/p>
Best<\/p>
Ally<\/p>","url":"\/announcements-11308\/attention-please-maintenance-hours-for-freshworks-community-2-0-32305?postid=80461#post80461","creationDate":"2023-07-19T08:44:32+0000","relativeCreationDate":"4 days ago"},"contentType":"article","type":0,"likes":4,"hasCurrentUserLiked":false}},"phrases":{"Forum":{"{n} year|{n} years":"{n} year|{n} years","{n} month|{n} months":"{n} month|{n} months","{n} day|{n} days":"{n} day|{n} days","{n} hour|{n} hours":"{n} hour|{n} hours","{n} minute|{n} minutes":"{n} minute|{n} minutes","just":"just now","{plural} ago":"{plural} ago"}}}">
Automations and Workflows
Using Freshdesk
147 Topics
Hi,<\/p>I\u2019m trying to use the Freshdesk-Slack integration..<\/p>
I added some new public channels to our Slack in order to redirect the notifications there, and when I\u2019m trying to add these channels to the Access Public Channels, they are not in the list of choices.<\/p>
Any idea on what the problem might be?<\/p>
This is happening only with the public channels, if I create a private channel it appears in the Access Private Channels list immediately<\/p>
\u00a0<\/p>
Thanks!<\/p>","url":"\/automations-and-workflows-11361\/slack-channels-are-not-showed-in-configuration-20790?postid=52276#post52276","creationDate":"2021-03-01T20:54:11+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":775,"id":20790,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/slack-channels-are-not-showed-in-configuration-20790","title":"Slack channels are not showed in configuration","lastPost":{"id":80113,"author":{"id":45317,"url":"\/members\/benfrankster-45317","name":"benfrankster","avatar":"","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
Gotta say, I\u2019m not impressed. 2 years and all these upvotes (represents a small fraction of users experiencing this issue that hadn\u2019t arrived to this party to chime in). Could be hundreds. This is very lame. I want to push to my new slack channel and cannot. This jams me up.\u00a0<\/p>","url":"\/automations-and-workflows-11361\/slack-channels-are-not-showed-in-configuration-20790?postid=80113#post80113","creationDate":"2023-07-11T17:40:14+0000","relativeCreationDate":"12 days ago"},"lastReply":{"id":80113,"author":{"id":45317,"url":"\/members\/benfrankster-45317","name":"benfrankster","avatar":"","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
Gotta say, I\u2019m not impressed. 2 years and all these upvotes (represents a small fraction of users experiencing this issue that hadn\u2019t arrived to this party to chime in). Could be hundreds. This is very lame. I want to push to my new slack channel and cannot. This jams me up.\u00a0<\/p>","url":"\/automations-and-workflows-11361\/slack-channels-are-not-showed-in-configuration-20790?postid=80113#post80113","creationDate":"2023-07-11T17:40:14+0000","relativeCreationDate":"12 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":14,"numberOfLikes":1,"relevantPost":{"id":52276,"author":{"id":30498,"url":"\/members\/leonler-30498","name":"LeonLer","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/cbf52b1b-8f72-42bf-b20b-ae48c29819ef.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
Hi,<\/p>
I\u2019m trying to use the Freshdesk-Slack integration..<\/p>
I added some new public channels to our Slack in order to redirect the notifications there, and when I\u2019m trying to add these channels to the Access Public Channels, they are not in the list of choices.<\/p>
Any idea on what the problem might be?<\/p>
This is happening only with the public channels, if I create a private channel it appears in the Access Private Channels list immediately<\/p>
\u00a0<\/p>
Thanks!<\/p>","url":"\/automations-and-workflows-11361\/slack-channels-are-not-showed-in-configuration-20790?postid=52276#post52276","creationDate":"2021-03-01T20:54:11+0000","relativeCreationDate":"2 years ago"},"numberOfViews":591,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"80113"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hi All,<\/p>\u00a0<\/p>
I was wondering if there is an app or something already built into freshdesk where i can post updates and possible screenshots to all agents to notify them of changes made to the helpdesk. New automation rules, added apps etc.<\/p>","url":"\/automations-and-workflows-11361\/message-update-board-30629?postid=76990#post76990","creationDate":"2023-04-27T09:40:48+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5509,"id":30629,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/message-update-board-30629","title":"Message update board?","lastPost":{"id":79777,"author":{"id":43030,"url":"\/members\/garagedoorhig-43030","name":"garagedoorhig","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8771b92c-0241-475d-aefd-658e34354bc5.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"\t\u00a0<\/p>\t
Updating the board is an important task that needs to be done regularly. It helps to ensure that all relevant information is visible and up-to-date. Keeping the board updated also helps to keep everyone on the same page and create a sense of unity and collaboration check out.<\/a> An updated board also serves as a great reference for current and future projects. Taking the time to update the board can make all the difference in the success of a project.<\/p>\t<\/div><\/content-quote>Mtg Proxy<\/strong><\/em><\/a><\/p>","url":"\/automations-and-workflows-11361\/message-update-board-30629?postid=79777#post79777","creationDate":"2023-07-04T11:37:27+0000","relativeCreationDate":"19 days ago"},"lastReply":{"id":79777,"author":{"id":43030,"url":"\/members\/garagedoorhig-43030","name":"garagedoorhig","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8771b92c-0241-475d-aefd-658e34354bc5.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"\t\u00a0<\/p>\t
Updating the board is an important task that needs to be done regularly. It helps to ensure that all relevant information is visible and up-to-date. Keeping the board updated also helps to keep everyone on the same page and create a sense of unity and collaboration check out.<\/a> An updated board also serves as a great reference for current and future projects. Taking the time to update the board can make all the difference in the success of a project.<\/p>\t<\/div><\/content-quote>
Tickets are\u00a0not getting\u00a0reopened while the customer responds to\u00a0a closed ticket and you are unable to keep track of the same.<\/p>","url":"\/automations-and-workflows-11361\/when-a-ticket-is-closed-and-the-customer-responds-then-the-ticket-is-not-reopened-any-solution-27737?postid=71122#post71122","creationDate":"2023-01-12T20:35:28+0000","relativeCreationDate":"6 months ago"},"isTopicUnread":true,"privateId":4092,"id":27737,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/when-a-ticket-is-closed-and-the-customer-responds-then-the-ticket-is-not-reopened-any-solution-27737","title":"When a ticket is closed and the customer responds, then the ticket is not reopened. Any solution?","lastPost":{"id":79514,"author":{"id":45020,"url":"\/members\/rasmush-45020","name":"RasmusH","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/c31f6dab-d746-4bb4-b841-6a9ab11975e6.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"I am looking for the same as Moonka.
So everything seem to be working except that when a new ticket is created it is not copying the correspondence and internal notes from the old ticket into the new ticket created.<\/p>","url":"\/automations-and-workflows-11361\/when-a-ticket-is-closed-and-the-customer-responds-then-the-ticket-is-not-reopened-any-solution-27737?postid=79514#post79514","creationDate":"2023-06-27T08:47:48+0000","relativeCreationDate":"26 days ago"},"lastReply":{"id":79514,"author":{"id":45020,"url":"\/members\/rasmush-45020","name":"RasmusH","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/c31f6dab-d746-4bb4-b841-6a9ab11975e6.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
I am looking for the same as Moonka.
So everything seem to be working except that when a new ticket is created it is not copying the correspondence and internal notes from the old ticket into the new ticket created.<\/p>","url":"\/automations-and-workflows-11361\/when-a-ticket-is-closed-and-the-customer-responds-then-the-ticket-is-not-reopened-any-solution-27737?postid=79514#post79514","creationDate":"2023-06-27T08:47:48+0000","relativeCreationDate":"26 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":0,"relevantPost":{"id":71122,"author":{"id":41043,"url":"\/members\/mateorial-41043","name":"mateorial","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/1f3ba809-03b9-4256-8854-2b717b706c14.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
Tickets are\u00a0not getting\u00a0reopened while the customer responds to\u00a0a closed ticket and you are unable to keep track of the same.<\/p>","url":"\/automations-and-workflows-11361\/when-a-ticket-is-closed-and-the-customer-responds-then-the-ticket-is-not-reopened-any-solution-27737?postid=71122#post71122","creationDate":"2023-01-12T20:35:28+0000","relativeCreationDate":"6 months ago"},"numberOfViews":370,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"79514"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hi Freshdesk,<\/p>We have connected a Whatsapp account to Freshdesk. Integration was smooth and easy.<\/p>
Now, We are receiving requests from customers via this channel, and we see a need to hav a automatic reply about our office hours etc. When will this be avilable?<\/p>
\u00a0<\/p>
Thanks<\/p>
Patric<\/p>","url":"\/automations-and-workflows-11361\/whatsapp-automatic-reply-28620?postid=73046#post73046","creationDate":"2023-03-03T08:25:21+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4549,"id":28620,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/whatsapp-automatic-reply-28620","title":"Whatsapp - Automatic reply","lastPost":{"id":79044,"author":{"id":44789,"url":"\/members\/husnain-javed-44789","name":"Husnain Javed","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
The availability of automatic replies for Whatsapp integration in Freshdesk may depend on the specific features and updates provided by Freshdesk. To determine when this feature will be available, it is recommended to reach out to the Freshdesk support team or consult their documentation and release notes. They will have the most accurate information regarding the implementation of automatic replies for Whatsapp within the Freshdesk platform.<\/p>","url":"\/automations-and-workflows-11361\/whatsapp-automatic-reply-28620?postid=79044#post79044","creationDate":"2023-06-17T11:17:08+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":79044,"author":{"id":44789,"url":"\/members\/husnain-javed-44789","name":"Husnain Javed","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
The availability of automatic replies for Whatsapp integration in Freshdesk may depend on the specific features and updates provided by Freshdesk. To determine when this feature will be available, it is recommended to reach out to the Freshdesk support team or consult their documentation and release notes. They will have the most accurate information regarding the implementation of automatic replies for Whatsapp within the Freshdesk platform.<\/p>","url":"\/automations-and-workflows-11361\/whatsapp-automatic-reply-28620?postid=79044#post79044","creationDate":"2023-06-17T11:17:08+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":16,"numberOfLikes":0,"relevantPost":{"id":73046,"author":{"id":41871,"url":"\/members\/patric-b-41871","name":"Patric B","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
Hi Freshdesk,<\/p>
We have connected a Whatsapp account to Freshdesk. Integration was smooth and easy.<\/p>
Now, We are receiving requests from customers via this channel, and we see a need to hav a automatic reply about our office hours etc. When will this be avilable?<\/p>
\u00a0<\/p>
Thanks<\/p>
Patric<\/p>","url":"\/automations-and-workflows-11361\/whatsapp-automatic-reply-28620?postid=73046#post73046","creationDate":"2023-03-03T08:25:21+0000","relativeCreationDate":"4 months ago"},"numberOfViews":283,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"79044"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hi, I\u2019m trying freshdesk and trying to implement it at our company.<\/p>\u00a0<\/p>
I have several agents who can access the support email and most of the time they CC the support email when answering a client so that we can all keep track of what is being sent.<\/p>
\u00a0<\/p>
Will this create a new ticket everytime the support email is CCed?<\/p>
\u00a0<\/p>
Is there a way to create a rule saying when X, Y and Z send emails to support email do not create a new ticket?<\/p>","url":"\/automations-and-workflows-11361\/outbound-email-rules-when-ccing-support-email-31418?postid=78868#post78868","creationDate":"2023-06-13T10:25:15+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5929,"id":31418,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/outbound-email-rules-when-ccing-support-email-31418","title":"Outbound email rules when CCing support email","lastPost":{"id":78899,"author":{"id":44651,"url":"\/members\/stonesexy3-44651","name":"stonesexy3","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/17b7b98c-da6a-4d6c-bd10-de2381e609e5.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
In Freshdesk, when an email is sent to the support email address, it creates a new ticket by default. However, you can set up rules, known as \"Ticketing Rules,\" to control how emails are converted into tickets based on specific conditions best quality canvas photo prints.<\/p>
To address your situation, you can create a ticketing rule to prevent the creation of new tickets when certain agents (X, Y, and Z) send emails to the support email address. Here's how you can do it:<\/p>
- Log in to your Freshdesk admin portal.<\/li>\t
- Go to the \"Admin\" tab in the top navigation bar.<\/li>\t
- Under the \"Helpdesk Productivity\" section, click on \"Automations.\"<\/li>\t
- Click on the \"New Rule\" button to create a new ticketing rule.<\/li>\t
- Give the rule a relevant name and description.<\/li>\t
- In the \"If\" section, set the conditions for the rule. Choose the criteria that match the agents (X, Y, and Z) who should not create new tickets. For example, you can set the condition as \"Requester is not X, Y, or Z.\"<\/li>\t
- In the \"Then\" section, choose the action to be taken when the conditions are met. Select the action as \"Do not create a ticket.\"<\/li>\t
- Save the rule.<\/li><\/ol>
With this rule in place, when agents X, Y, or Z send emails to the support email address, Freshdesk will not create new tickets. The emails will still be associated with existing tickets or appear as conversations within the ticket history.<\/p>
Make sure to review and test the rule thoroughly to ensure it works as intended in your specific setup.<\/p>","url":"\/automations-and-workflows-11361\/outbound-email-rules-when-ccing-support-email-31418?postid=78899#post78899","creationDate":"2023-06-13T18:51:54+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78899,"author":{"id":44651,"url":"\/members\/stonesexy3-44651","name":"stonesexy3","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/17b7b98c-da6a-4d6c-bd10-de2381e609e5.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
In Freshdesk, when an email is sent to the support email address, it creates a new ticket by default. However, you can set up rules, known as \"Ticketing Rules,\" to control how emails are converted into tickets based on specific conditions best quality canvas photo prints.<\/p>
To address your situation, you can create a ticketing rule to prevent the creation of new tickets when certain agents (X, Y, and Z) send emails to the support email address. Here's how you can do it:<\/p>
- Log in to your Freshdesk admin portal.<\/li>\t
- Go to the \"Admin\" tab in the top navigation bar.<\/li>\t
- Under the \"Helpdesk Productivity\" section, click on \"Automations.\"<\/li>\t
- Click on the \"New Rule\" button to create a new ticketing rule.<\/li>\t
- Give the rule a relevant name and description.<\/li>\t
- In the \"If\" section, set the conditions for the rule. Choose the criteria that match the agents (X, Y, and Z) who should not create new tickets. For example, you can set the condition as \"Requester is not X, Y, or Z.\"<\/li>\t
- In the \"Then\" section, choose the action to be taken when the conditions are met. Select the action as \"Do not create a ticket.\"<\/li>\t
- Save the rule.<\/li><\/ol>
With this rule in place, when agents X, Y, or Z send emails to the support email address, Freshdesk will not create new tickets. The emails will still be associated with existing tickets or appear as conversations within the ticket history.<\/p>
Make sure to review and test the rule thoroughly to ensure it works as intended in your specific setup.<\/p>","url":"\/automations-and-workflows-11361\/outbound-email-rules-when-ccing-support-email-31418?postid=78899#post78899","creationDate":"2023-06-13T18:51:54+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":78868,"author":{"id":44640,"url":"\/members\/runwolf1991-44640","name":"Runwolf1991","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/63d1e853-9357-46e0-8b72-73292976e084.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
Hi, I\u2019m trying freshdesk and trying to implement it at our company.<\/p>
\u00a0<\/p>
I have several agents who can access the support email and most of the time they CC the support email when answering a client so that we can all keep track of what is being sent.<\/p>
\u00a0<\/p>
Will this create a new ticket everytime the support email is CCed?<\/p>
\u00a0<\/p>
Is there a way to create a rule saying when X, Y and Z send emails to support email do not create a new ticket?<\/p>","url":"\/automations-and-workflows-11361\/outbound-email-rules-when-ccing-support-email-31418?postid=78868#post78868","creationDate":"2023-06-13T10:25:15+0000","relativeCreationDate":"1 month ago"},"numberOfViews":25,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78899"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
I'm currently using Freshdesk as my primary customer support platform and I need to export tickets on a regular basis for reporting purposes. However, manually exporting tickets can be time-consuming and tedious, especially when I need to export large amounts of data.<\/p>I'm wondering if it's possible to schedule export tickets in Freshdesk, and if so, how can I set up this feature? Are there any third-party tools or integrations that can help me automate this process?<\/p>
Specifically, I'm interested in learning about the different scheduling options available in Freshdesk, such as daily, weekly, or monthly exports. How do I determine the best schedule for my needs and ensure that the exported data is up-to-date and accurate?<\/p>
Additionally, I'm curious about the different export formats supported by Freshdesk, such as CSV, XLS, and PDF. How do I choose the right format for my reporting needs, and what are the benefits and limitations of each format?<\/p>
Moreover, I'm interested in learning about the security and privacy measures in place for scheduled exports. How can I ensure that the exported data is protected and only accessible to authorized users?<\/p>
Overall, I would appreciate any insights, ti<\/a>ps, and best practices from other community members who have experience with scheduling export tickets in Freshdesk. Thank you in advance for your help!\ud83d\ude4f\ud83c\udffc<\/a><\/p>","url":"\/automations-and-workflows-11361\/automating-data-export-in-freshdesk-28718?postid=73340#post73340","creationDate":"2023-03-12T08:37:07+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4609,"id":28718,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/automating-data-export-in-freshdesk-28718","title":"Automating Data Export in Freshdesk","lastPost":{"id":78781,"author":{"id":44461,"url":"\/members\/graychane41251-44461","name":"graychane41251","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/a6c35b68-30b9-462c-b2c2-b49d91d1119d.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"Hi there,<\/p>
I understand your need to automate the ticket export process in Freshdesk for reporting purposes. To schedule exports, Freshdesk offers a feature called Data Exports. You can access it by going to Admin settings > Data Exports. From there, you can configure the scheduling options (daily, weekly, or monthly) that best suit your needs.<\/p>
While Freshdesk provides native options for scheduling exports, if you're looking for more advanced Protect<\/a> automation or specific integrations, you may explore third-party tools like Zapier or Integromat. These platforms offer extensive integration capabilities and can help automate the export process further.<\/p>Regarding export formats, Freshdesk supports CSV, XLS, and PDF. The choice depends on your reporting requirements. CSV is ideal for data manipulation and analysis, XLS provides more formatting options, and PDF ensures a consistent view of the exported data. Consider your reporting needs to select the most suitable format.<\/p>
Regarding security, Freshdesk follows industry-standard measures to safeguard your data. Ensure that proper access controls are in place to limit access to authorized users only. Familiarize yourself with Freshdesk's data privacy policies and features like role-based access control to maintain data security.<\/p>
Don't hesitate to seek advice from the Freshdesk community or their support team for additional insights, tips, and best practices on scheduling export tickets. Good luck with your reporting endeavors!<\/p>","url":"\/automations-and-workflows-11361\/automating-data-export-in-freshdesk-28718?postid=78781#post78781","creationDate":"2023-06-09T14:40:32+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78781,"author":{"id":44461,"url":"\/members\/graychane41251-44461","name":"graychane41251","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/a6c35b68-30b9-462c-b2c2-b49d91d1119d.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
Hi there,<\/p>
I understand your need to automate the ticket export process in Freshdesk for reporting purposes. To schedule exports, Freshdesk offers a feature called Data Exports. You can access it by going to Admin settings > Data Exports. From there, you can configure the scheduling options (daily, weekly, or monthly) that best suit your needs.<\/p>
While Freshdesk provides native options for scheduling exports, if you're looking for more advanced Protect<\/a> automation or specific integrations, you may explore third-party tools like Zapier or Integromat. These platforms offer extensive integration capabilities and can help automate the export process further.<\/p>Regarding export formats, Freshdesk supports CSV, XLS, and PDF. The choice depends on your reporting requirements. CSV is ideal for data manipulation and analysis, XLS provides more formatting options, and PDF ensures a consistent view of the exported data. Consider your reporting needs to select the most suitable format.<\/p>
Regarding security, Freshdesk follows industry-standard measures to safeguard your data. Ensure that proper access controls are in place to limit access to authorized users only. Familiarize yourself with Freshdesk's data privacy policies and features like role-based access control to maintain data security.<\/p>
Don't hesitate to seek advice from the Freshdesk community or their support team for additional insights, tips, and best practices on scheduling export tickets. Good luck with your reporting endeavors!<\/p>","url":"\/automations-and-workflows-11361\/automating-data-export-in-freshdesk-28718?postid=78781#post78781","creationDate":"2023-06-09T14:40:32+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":73340,"author":{"id":41570,"url":"\/members\/caroljankins-41570","name":"caroljankins","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/87f49dbe-5fea-42c8-8eaa-4ab84973f3d1.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
I'm currently using Freshdesk as my primary customer support platform and I need to export tickets on a regular basis for reporting purposes. However, manually exporting tickets can be time-consuming and tedious, especially when I need to export large amounts of data.<\/p>
I'm wondering if it's possible to schedule export tickets in Freshdesk, and if so, how can I set up this feature? Are there any third-party tools or integrations that can help me automate this process?<\/p>
Specifically, I'm interested in learning about the different scheduling options available in Freshdesk, such as daily, weekly, or monthly exports. How do I determine the best schedule for my needs and ensure that the exported data is up-to-date and accurate?<\/p>
Additionally, I'm curious about the different export formats supported by Freshdesk, such as CSV, XLS, and PDF. How do I choose the right format for my reporting needs, and what are the benefits and limitations of each format?<\/p>
Moreover, I'm interested in learning about the security and privacy measures in place for scheduled exports. How can I ensure that the exported data is protected and only accessible to authorized users?<\/p>
Overall, I would appreciate any insights, ti<\/a>ps, and best practices from other community members who have experience with scheduling export tickets in Freshdesk. Thank you in advance for your help!\ud83d\ude4f\ud83c\udffc<\/a><\/p>","url":"\/automations-and-workflows-11361\/automating-data-export-in-freshdesk-28718?postid=73340#post73340","creationDate":"2023-03-12T08:37:07+0000","relativeCreationDate":"4 months ago"},"numberOfViews":116,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78781"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
We need\u00a0'Ticket Update' event to be triggered when updating the custom field update.<\/li>\t We are not getting the same custom field name in the event payload. Because the custom field name is different from the ticket get API.<\/li><\/ol>Kindly help us on this.<\/p>
\u00a0<\/p>
\u00a0<\/p>","url":"\/automations-and-workflows-11361\/will-ticket-update-event-trigger-when-the-custom-field-is-updated-31154?postid=78209#post78209","creationDate":"2023-05-25T09:16:32+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5791,"id":31154,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/will-ticket-update-event-trigger-when-the-custom-field-is-updated-31154","title":"Will 'Ticket Update' event trigger when the custom field is updated?","lastPost":{"id":78448,"author":{"id":38527,"url":"\/members\/vidya-deenadayalan-38527","name":"Vidya Deenadayalan","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":2},"content":"
Hi @Priyadharshini<\/user-mention>\u00a0,
\u00a0<\/p>Thank you for being a part of the Freshworks Community.\u00a0
\u00a0<\/p>
Regarding your concern, could you please send me a direct message with the following information:
1. A full-page screenshot of the ticket update automation rule that you configured.
2. The payload that you used.
3. The API failure error code that you received, if any.<\/p>
With this information, we can log a support ticket and further assist you on the same.<\/p>
Please let me know if you have any further questions or concerns.<\/p>
Here\u2019s to you,
Vidya D<\/p>
Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our\u00a0<\/span>Freshdesk community<\/span><\/a>. Fresh ideas, quality service :)\u00a0<\/p>","url":"\/automations-and-workflows-11361\/will-ticket-update-event-trigger-when-the-custom-field-is-updated-31154?postid=78448#post78448","creationDate":"2023-05-31T15:47:56+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78448,"author":{"id":38527,"url":"\/members\/vidya-deenadayalan-38527","name":"Vidya Deenadayalan","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":2},"content":"Hi @Priyadharshini<\/user-mention>\u00a0,
\u00a0<\/p>Thank you for being a part of the Freshworks Community.\u00a0
\u00a0<\/p>
Regarding your concern, could you please send me a direct message with the following information:
1. A full-page screenshot of the ticket update automation rule that you configured.
2. The payload that you used.
3. The API failure error code that you received, if any.<\/p>
With this information, we can log a support ticket and further assist you on the same.<\/p>
Please let me know if you have any further questions or concerns.<\/p>
Here\u2019s to you,
Vidya D<\/p>
Hi,<\/p>Please suggest how to implement the below use case in freshdesk in the best possible way?<\/p>
Customer mails the issue to customer support and ticket gets assigned to GroupA\u00a0<\/p>
GroupA analyzes the incident and wants to redirect the ticket to GroupB. At this point of time, groupA needs to have a view of the tickets that they have redriected to GroupB<\/p>
GroupB analyzes the incident further and comes to a conclusion that this problems requires intervention from GroupC. and redirects the ticket to GroupC.\u00a0At this point of time, GroupA and GroupB needs to have a view of this ticket.<\/p>
I find the use case of shared ownership very limiting and restricting.<\/p>
Moreover, it is not possible to create a child ticket of a child ticket.<\/p>
Please suggest the best way around?<\/p>
\u00a0<\/p>","url":"\/automations-and-workflows-11361\/please-suggest-best-combination-usage-of-parent-child-and-shared-ownership-30815?postid=77387#post77387","creationDate":"2023-05-07T12:24:07+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5598,"id":30815,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/please-suggest-best-combination-usage-of-parent-child-and-shared-ownership-30815","title":"Please Suggest best combination\/usage of parent child and shared ownership","lastPost":{"id":78289,"author":{"id":38951,"url":"\/members\/aaliyan-38951","name":"aaliyan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/62d4f7e3-0c63-4745-b4fd-9a70968b072d.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"\tHi,<\/p>\t
Please suggest how to implement the below use case in freshdesk in the best possible way?<\/p>\t
Customer mails the issue to customer support and ticket gets assigned to GroupA\u00a0<\/p>\t
GroupA analyzes the incident and wants to redirect the ticket to GroupB. At this point of time, groupA needs to have a view of the tickets that they have redriected to GroupB<\/p>\t
GroupB analyzes the incident further and comes to a conclusion that this problems requires intervention from GroupC. and redirects the ticket to GroupC.\u00a0At this point of time, GroupA and GroupB needs to have a view of this ticket<\/a>.<\/p>\tI find the use case of shared ownership very limiting and restricting.<\/p>\t
Moreover, it is not possible to create a child ticket of a child ticket.<\/p>\t
Please suggest the best way around?<\/p>\t
\u00a0<\/p>\t<\/div><\/content-quote>
To tackle your use case in Freshdesk, we can make clever use of ticket assignment, tags, and views. Let's start by setting up GroupA as the default assignee for incoming tickets. So, whenever a customer emails their issue, the ticket will automatically land in GroupA's hands. Now, when GroupA decides to redirect a ticket to GroupB, they can add a special tag to the ticket indicating the redirection. Here's the nifty part: GroupA can create a custom ticket view that filters tickets with that particular tag. This way, they can easily keep track of the tickets they've redirected to GroupB. Now, when GroupB receives a redirected ticket and realizes it requires intervention from GroupC, they can add a different tag to show the redirection. Both GroupA and GroupB can create their own custom ticket views based on their respective tags, ensuring visibility into tickets redirected to GroupC. Although Freshdesk doesn't support child tickets of child tickets, using tags and custom views allows you to efficiently manage the flow of tickets.<\/p>","url":"\/automations-and-workflows-11361\/please-suggest-best-combination-usage-of-parent-child-and-shared-ownership-30815?postid=78289#post78289","creationDate":"2023-05-27T14:20:20+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78289,"author":{"id":38951,"url":"\/members\/aaliyan-38951","name":"aaliyan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/62d4f7e3-0c63-4745-b4fd-9a70968b072d.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"\tHi,<\/p>\t
Please suggest how to implement the below use case in freshdesk in the best possible way?<\/p>\t
Customer mails the issue to customer support and ticket gets assigned to GroupA\u00a0<\/p>\t
GroupA analyzes the incident and wants to redirect the ticket to GroupB. At this point of time, groupA needs to have a view of the tickets that they have redriected to GroupB<\/p>\t
Hi,\u00a0<\/p>
I have\u00a0automations to close the ticket (mark status as closed) if user don\u2019t reply in 48 hours.<\/p>
I need to trigger webhook if this happens, so that I can close ticket on external system automatically.<\/p>
Mind you that Time Triggers don\u2019t have Trigger Webhook function.<\/p>
\u00a0<\/p>
Under Ticket Updates, I have one automation to trigger webhook if status changed from any to closed\/resolved.<\/p>
This works if user\/agent are the ones doing it. However, if it\u2019s executed by System (under Time Trigger), I cant do it.
\u00a0<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/25450ea1-c9e9-4b05-adfc-dddba71cbbde.png\")
<\/figure>Any suggestion\/workaround how to achieve so? If I put Tag using the Time Triggered automation, it wont capture either because it\u2019s done by System.<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bfeeb19c-af9c-444f-9141-63202bac22f0.png\")
<\/figure>
Freshdesk support just dismiss me saying that it\u2019s not the functionality offered at the moment.
Thank you all.<\/p>","url":"\/automations-and-workflows-11361\/how-to-trigger-webhook-upon-ticket-closed-by-system-31169?postid=78247#post78247","creationDate":"2023-05-26T10:27:09+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5798,"id":31169,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/how-to-trigger-webhook-upon-ticket-closed-by-system-31169","title":"how to trigger webhook upon ticket closed by system?","lastPost":{"id":78247,"author":{"id":16506,"url":"\/members\/amir-16506-16506","name":"amir_16506","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
Hi,\u00a0<\/p>
I have\u00a0automations to close the ticket (mark status as closed) if user don\u2019t reply in 48 hours.<\/p>
I need to trigger webhook if this happens, so that I can close ticket on external system automatically.<\/p>
Mind you that Time Triggers don\u2019t have Trigger Webhook function.<\/p>
\u00a0<\/p>
Under Ticket Updates, I have one automation to trigger webhook if status changed from any to closed\/resolved.<\/p>
This works if user\/agent are the ones doing it. However, if it\u2019s executed by System (under Time Trigger), I cant do it.
\u00a0<\/p><\/figure>Any suggestion\/workaround how to achieve so? If I put Tag using the Time Triggered automation, it wont capture either because it\u2019s done by System.<\/p><\/figure>
Freshdesk support just dismiss me saying that it\u2019s not the functionality offered at the moment.
Thank you all.<\/p>","url":"\/automations-and-workflows-11361\/how-to-trigger-webhook-upon-ticket-closed-by-system-31169?postid=78247#post78247","creationDate":"2023-05-26T10:27:09+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":78247,"author":{"id":16506,"url":"\/members\/amir-16506-16506","name":"amir_16506","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
Hi,\u00a0<\/p>
I have\u00a0automations to close the ticket (mark status as closed) if user don\u2019t reply in 48 hours.<\/p>
I need to trigger webhook if this happens, so that I can close ticket on external system automatically.<\/p>
Mind you that Time Triggers don\u2019t have Trigger Webhook function.<\/p>
\u00a0<\/p>
Under Ticket Updates, I have one automation to trigger webhook if status changed from any to closed\/resolved.<\/p>
This works if user\/agent are the ones doing it. However, if it\u2019s executed by System (under Time Trigger), I cant do it.
\u00a0<\/p><\/figure>Any suggestion\/workaround how to achieve so? If I put Tag using the Time Triggered automation, it wont capture either because it\u2019s done by System.<\/p><\/figure>
Freshdesk support just dismiss me saying that it\u2019s not the functionality offered at the moment.
Thank you all.<\/p>","url":"\/automations-and-workflows-11361\/how-to-trigger-webhook-upon-ticket-closed-by-system-31169?postid=78247#post78247","creationDate":"2023-05-26T10:27:09+0000","relativeCreationDate":"1 month ago"},"numberOfViews":22,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78247"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Is it possible to add a 2nd contact to a ticket, or an alternative email address *and keep it*?<\/p>We occasionally have clients who are communicating with us on one email address, but ask us to cc a second email address - usually their spouse or work email.<\/p>
You can do that per reply, but it has to be set again with every reply if the client didn\u2019t open the ticket with a cc in the first place.<\/p>","url":"\/automations-and-workflows-11361\/add-a-second-contact-as-cc-to-a-ticket-29805?postid=75362#post75362","creationDate":"2023-03-22T16:44:29+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":5064,"id":29805,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/add-a-second-contact-as-cc-to-a-ticket-29805","title":"Add a second contact as CC to a ticket","lastPost":{"id":78113,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":"
@ry4np4trick<\/user-mention>\u00a0<\/p>Adding CC via automation is available only on a Ticket Creation event. On a ticket Update event, this cannot be automated.<\/p>","url":"\/automations-and-workflows-11361\/add-a-second-contact-as-cc-to-a-ticket-29805?postid=78113#post78113","creationDate":"2023-05-23T07:56:55+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":78113,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":"
@ry4np4trick<\/user-mention>\u00a0<\/p>Adding CC via automation is available only on a Ticket Creation event. On a ticket Update event, this cannot be automated.<\/p>","url":"\/automations-and-workflows-11361\/add-a-second-contact-as-cc-to-a-ticket-29805?postid=78113#post78113","creationDate":"2023-05-23T07:56:55+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":75362,"author":{"id":20143,"url":"\/members\/markus-finster-20143","name":"markus.finster","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
Is it possible to add a 2nd contact to a ticket, or an alternative email address *and keep it*?<\/p>
We occasionally have clients who are communicating with us on one email address, but ask us to cc a second email address - usually their spouse or work email.<\/p>
You can do that per reply, but it has to be set again with every reply if the client didn\u2019t open the ticket with a cc in the first place.<\/p>","url":"\/automations-and-workflows-11361\/add-a-second-contact-as-cc-to-a-ticket-29805?postid=75362#post75362","creationDate":"2023-03-22T16:44:29+0000","relativeCreationDate":"4 months ago"},"numberOfViews":48,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78113"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
I am trying to use Webhooks in Workflow Automator to return \u201cLast Private Note\u201d or \u201cLast Updated Time\u201d from tickets, is there a way to configure custom placeholders?<\/p>","url":"\/automations-and-workflows-11361\/creating-custom-placeholders-in-freshservice-30963?postid=77735#post77735","creationDate":"2023-05-15T16:23:12+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5679,"id":30963,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/creating-custom-placeholders-in-freshservice-30963","title":"Creating custom placeholders in FreshService","lastPost":{"id":77768,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":"Hi @willstrudel<\/user-mention>\u00a0,<\/p>\u00a0<\/p>
Greetings from Freshworks community.\u00a0<\/p>
{{ticket.modified_on}} is the dynamic placeholder to retrieve the last update time stamp in the ticket. For private note, there are no placeholders to fetch the info. You can refer more on this link<\/p>
How would one use the filter pane when viewing tickets to see \"requester responded\"?\u00a0 I can see it in the tabular view but cannot seem to locate a filter for it.\u00a0 This would easily allow a view into a question being answered by a requester to proceed with ticket execution.<\/p>","url":"\/automations-and-workflows-11361\/how-to-filter-tickets-on-status-30705?postid=77177#post77177","creationDate":"2023-05-03T03:17:19+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5545,"id":30705,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/how-to-filter-tickets-on-status-30705","title":"How to filter tickets on status?","lastPost":{"id":77504,"author":{"id":34596,"url":"\/members\/bryncydef-34596","name":"BrynCYDEF","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3c62094f-157f-4757-bd15-4179c3a4ad12.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":"You\u2019re quite welcome!<\/p>
IIRC there is an option in Workflows or in Supervisor called Freddy and he can be \u201ctrained\u201d to recognize and ignore thank-you emails.<\/p>
\u00a0<\/p>
Bryn<\/p>","url":"\/automations-and-workflows-11361\/how-to-filter-tickets-on-status-30705?postid=77504#post77504","creationDate":"2023-05-09T20:53:20+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77504,"author":{"id":34596,"url":"\/members\/bryncydef-34596","name":"BrynCYDEF","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3c62094f-157f-4757-bd15-4179c3a4ad12.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":"
You\u2019re quite welcome!<\/p>
IIRC there is an option in Workflows or in Supervisor called Freddy and he can be \u201ctrained\u201d to recognize and ignore thank-you emails.<\/p>
\u00a0<\/p>
Bryn<\/p>","url":"\/automations-and-workflows-11361\/how-to-filter-tickets-on-status-30705?postid=77504#post77504","creationDate":"2023-05-09T20:53:20+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":2,"relevantPost":{"id":77177,"author":{"id":43395,"url":"\/members\/thisismebb22-43395","name":"thisismebb22","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2c5a97e5-79c5-4762-8162-4413683911f1.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":0},"content":"
How would one use the filter pane when viewing tickets to see \"requester responded\"?\u00a0 I can see it in the tabular view but cannot seem to locate a filter for it.\u00a0 This would easily allow a view into a question being answered by a requester to proceed with ticket execution.<\/p>","url":"\/automations-and-workflows-11361\/how-to-filter-tickets-on-status-30705?postid=77177#post77177","creationDate":"2023-05-03T03:17:19+0000","relativeCreationDate":"2 months ago"},"numberOfViews":37,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77504"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
How do I turn off or stop the ability to create tickets from people just emailing.<\/p>","url":"\/automations-and-workflows-11361\/stop-emails-from-creating-tickets-30845?postid=77483#post77483","creationDate":"2023-05-09T13:01:16+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5605,"id":30845,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/stop-emails-from-creating-tickets-30845","title":"Stop emails from Creating Tickets","lastPost":{"id":77486,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":"Hi @CEShtrx<\/user-mention>\u00a0,<\/p>\u00a0<\/p>
Greetings from Freshworks Community.<\/p>
\u00a0<\/p>
If the Email is configured as a support mailbox then ticket will be created whenever the mailbox receives the email. To Stop the ticket creation, below are the options<\/p>
- Delete the Support Email that is configured for processing Emails to tickets by using the Delete button<\/li>\t
- Create an automation rule to directly delete the Ticket on creation from the Source as Email as shown below<\/li><\/ol>
![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/abe387e5-0ab0-4607-ae2e-c95c1d1565a7.png\")
<\/figure>\u00a0<\/p>
Cheers<\/p>
Vinoth<\/p>","url":"\/automations-and-workflows-11361\/stop-emails-from-creating-tickets-30845?postid=77486#post77486","creationDate":"2023-05-09T14:24:56+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77486,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":"
Hi @CEShtrx<\/user-mention>\u00a0,<\/p>\u00a0<\/p>
Greetings from Freshworks Community.<\/p>
\u00a0<\/p>
If the Email is configured as a support mailbox then ticket will be created whenever the mailbox receives the email. To Stop the ticket creation, below are the options<\/p>
- Delete the Support Email that is configured for processing Emails to tickets by using the Delete button<\/li>\t
- Create an automation rule to directly delete the Ticket on creation from the Source as Email as shown below<\/li><\/ol>
<\/figure>\u00a0<\/p>
Cheers<\/p>
Vinoth<\/p>","url":"\/automations-and-workflows-11361\/stop-emails-from-creating-tickets-30845?postid=77486#post77486","creationDate":"2023-05-09T14:24:56+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":77483,"author":{"id":34410,"url":"\/members\/ceshtrx-34410","name":"CEShtrx","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
How do I turn off or stop the ability to create tickets from people just emailing.<\/p>","url":"\/automations-and-workflows-11361\/stop-emails-from-creating-tickets-30845?postid=77483#post77483","creationDate":"2023-05-09T13:01:16+0000","relativeCreationDate":"2 months ago"},"numberOfViews":38,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77486"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hi there,\u00a0<\/p>we have a lot of differents scenarios (we talk 6 languages) and I think that it\u2019s necessary to allow us to classify Scenarios into folders, or give us the option to search by name of Scenario. Right now we have to navigate page by page and we lost a lot of time.\u00a0<\/p>
\u00a0<\/p>
A serach option in Canned Responses and Ticket templates would we nicee too.<\/p>
\u00a0<\/p>
Thank you,<\/p>
Oriol<\/p>
\u00a0<\/p>","url":"\/automations-and-workflows-11361\/organising-scenarios-23298?postid=58816#post58816","creationDate":"2022-01-23T11:59:18+0000","relativeCreationDate":"1 year ago"},"isTopicUnread":true,"privateId":2068,"id":23298,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/organising-scenarios-23298","title":"Organising Scenarios","lastPost":{"id":77161,"author":{"id":43381,"url":"\/members\/ramona-43381","name":"Ramona","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/602b756d-cdbc-41d4-b76b-ac1778d716c2.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
Question :<\/p>
\u00a0<\/p>
Does anyone has experience with analytics around scenarios ?<\/p>
\u00a0<\/p>
I am looking to add an automation and adda tag for each scenario executed and after setup a quick report to track the number of cases \/scenarios executed (daily , weekly , monthly , at group level).<\/p>
Ty in advance !<\/p>","url":"\/automations-and-workflows-11361\/organising-scenarios-23298?postid=77161#post77161","creationDate":"2023-05-02T17:09:41+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77161,"author":{"id":43381,"url":"\/members\/ramona-43381","name":"Ramona","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/602b756d-cdbc-41d4-b76b-ac1778d716c2.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
Question :<\/p>
\u00a0<\/p>
Does anyone has experience with analytics around scenarios ?<\/p>
\u00a0<\/p>
I am looking to add an automation and adda tag for each scenario executed and after setup a quick report to track the number of cases \/scenarios executed (daily , weekly , monthly , at group level).<\/p>
Ty in advance !<\/p>","url":"\/automations-and-workflows-11361\/organising-scenarios-23298?postid=77161#post77161","creationDate":"2023-05-02T17:09:41+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":7,"numberOfLikes":1,"relevantPost":{"id":58816,"author":{"id":34670,"url":"\/members\/oriol-ripoll-34670","name":"Oriol Ripoll","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/529c47e2-a674-4fcc-8c34-0fd5f63ae5a3.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
Hi there,\u00a0<\/p>
we have a lot of differents scenarios (we talk 6 languages) and I think that it\u2019s necessary to allow us to classify Scenarios into folders, or give us the option to search by name of Scenario. Right now we have to navigate page by page and we lost a lot of time.\u00a0<\/p>
\u00a0<\/p>
A serach option in Canned Responses and Ticket templates would we nicee too.<\/p>
\u00a0<\/p>
Thank you,<\/p>
Oriol<\/p>
\u00a0<\/p>","url":"\/automations-and-workflows-11361\/organising-scenarios-23298?postid=58816#post58816","creationDate":"2022-01-23T11:59:18+0000","relativeCreationDate":"1 year ago"},"numberOfViews":61,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77161"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
I\u2019ve recently taken on the project to re-vamp our current offboarding process and to explore our options with Freshservice. I found the out-of-the-box scheduled workflow for adding tasks on the day of separation, however it seems to be running a day early.<\/p>To be more specific, I created a test offboard request yesterday for a user to offboard tomorrow, 4\/21. However, the workflow did its check this morning, and processed the offboard as if it was scheduled for today, 4\/20. The condition is set as \u201cEnd Date is System.Current Date\u201d, and I\u2019ve confirmed that both the System.Current Date and End Date are the correct values.\u00a0<\/p>
Is there a more accurate condition I can have set up to have the task run only on the scheduled day and not a day early?<\/p>","url":"\/automations-and-workflows-11361\/scheduled-tasks-using-system-current-date-run-a-day-early-30546?postid=76789#post76789","creationDate":"2023-04-20T17:47:42+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5466,"id":30546,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/scheduled-tasks-using-system-current-date-run-a-day-early-30546","title":"Scheduled Tasks using System.Current Date run a day early","lastPost":{"id":76789,"author":{"id":43160,"url":"\/members\/ldifranco-43160","name":"LDiFranco","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
I\u2019ve recently taken on the project to re-vamp our current offboarding process and to explore our options with Freshservice. I found the out-of-the-box scheduled workflow for adding tasks on the day of separation, however it seems to be running a day early.<\/p>
To be more specific, I created a test offboard request yesterday for a user to offboard tomorrow, 4\/21. However, the workflow did its check this morning, and processed the offboard as if it was scheduled for today, 4\/20. The condition is set as \u201cEnd Date is System.Current Date\u201d, and I\u2019ve confirmed that both the System.Current Date and End Date are the correct values.\u00a0<\/p>
Is there a more accurate condition I can have set up to have the task run only on the scheduled day and not a day early?<\/p>","url":"\/automations-and-workflows-11361\/scheduled-tasks-using-system-current-date-run-a-day-early-30546?postid=76789#post76789","creationDate":"2023-04-20T17:47:42+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":76789,"author":{"id":43160,"url":"\/members\/ldifranco-43160","name":"LDiFranco","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
I\u2019ve recently taken on the project to re-vamp our current offboarding process and to explore our options with Freshservice. I found the out-of-the-box scheduled workflow for adding tasks on the day of separation, however it seems to be running a day early.<\/p>
To be more specific, I created a test offboard request yesterday for a user to offboard tomorrow, 4\/21. However, the workflow did its check this morning, and processed the offboard as if it was scheduled for today, 4\/20. The condition is set as \u201cEnd Date is System.Current Date\u201d, and I\u2019ve confirmed that both the System.Current Date and End Date are the correct values.\u00a0<\/p>
Is there a more accurate condition I can have set up to have the task run only on the scheduled day and not a day early?<\/p>","url":"\/automations-and-workflows-11361\/scheduled-tasks-using-system-current-date-run-a-day-early-30546?postid=76789#post76789","creationDate":"2023-04-20T17:47:42+0000","relativeCreationDate":"3 months ago"},"numberOfViews":12,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76789"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hi!<\/p>I don\u2019t understand why does Freshdesk merge my conversations.<\/p>
I\u2019ve read the article about email threading and it\u2019s ok, but sometimes we\u00a0find new questions\u00a0(that should be new tickets ) threading to old tickets ( https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-<\/a>\u00a0).<\/p>Fortunately i\u2019ve created an automation that reopens a close ticket if a reply\u00a0was received but in these cases we need to divide new ticket manually.<\/p>
I checked the object of the e-mails and these are not the same, i checked if the customer replyed to an\u00a0old ticket, but they wrote a new email so they should be two different ticket. The only thing that is the same is the requester e-mail.<\/p>
So why does my Freshdesk merge these tickets??<\/p>","url":"\/automations-and-workflows-11361\/why-does-freshdesk-merge-my-tickets-30528?postid=76753#post76753","creationDate":"2023-04-19T12:07:49+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5455,"id":30528,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/why-does-freshdesk-merge-my-tickets-30528","title":"Why does freshdesk merge my tickets?","lastPost":{"id":76753,"author":{"id":43127,"url":"\/members\/samanthapiccoli-43127","name":"SamanthaPiccoli","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e07ed951-31b2-440b-8a94-93c0ab295ff3.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
Hi!<\/p>
I don\u2019t understand why does Freshdesk merge my conversations.<\/p>
I\u2019ve read the article about email threading and it\u2019s ok, but sometimes we\u00a0find new questions\u00a0(that should be new tickets ) threading to old tickets ( https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-<\/a>\u00a0).<\/p>Fortunately i\u2019ve created an automation that reopens a close ticket if a reply\u00a0was received but in these cases we need to divide new ticket manually.<\/p>
I checked the object of the e-mails and these are not the same, i checked if the customer replyed to an\u00a0old ticket, but they wrote a new email so they should be two different ticket. The only thing that is the same is the requester e-mail.<\/p>
So why does my Freshdesk merge these tickets??<\/p>","url":"\/automations-and-workflows-11361\/why-does-freshdesk-merge-my-tickets-30528?postid=76753#post76753","creationDate":"2023-04-19T12:07:49+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":76753,"author":{"id":43127,"url":"\/members\/samanthapiccoli-43127","name":"SamanthaPiccoli","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e07ed951-31b2-440b-8a94-93c0ab295ff3.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
Hi!<\/p>
I don\u2019t understand why does Freshdesk merge my conversations.<\/p>
I want my agents to primarily interact with customers over email, but have issues when an agent responds to email notifications from FreshDesk.<\/p>In my setup I have agents in a group, all new tickets get assigned to that group resulting in a \u201cTicket Assigned to Group<\/a>\u201d notification.<\/p>When an agent responds to that notification, it appears a new ticket is created, rather than a response going to the requestor.<\/p>
Is an email driven workflow from the agent side possible? If so, are there any recommendations to achieve this?<\/p>
Thanks<\/p>","url":"\/automations-and-workflows-11361\/how-can-agents-response-to-new-tickets-with-email-28873?postid=73677#post73677","creationDate":"2023-03-20T17:41:43+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4709,"id":28873,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/how-can-agents-response-to-new-tickets-with-email-28873","title":"How can agents response to new tickets with email?","lastPost":{"id":76744,"author":{"id":40360,"url":"\/members\/stellarhomes-40360","name":"stellarhomes","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/173608bc-b5ce-4fb5-a3bf-d761356193e3.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
Agents can respond to new tickets with email by following these steps:<\/p>
- \t
Set up email integration: Ensure that your ticketing system is set up to receive and send emails. This usually involves setting up email forwarding or connecting your email account to the ticketing system.<\/p>\t<\/li>\t
- \t
Receive notification: Once a new ticket is created, agents should receive an email notification containing the details of the ticket. This email will include the ticket number, subject, and description.<\/p>\t<\/li>\t
- \t
Read the ticket: Agents should read the ticket carefully to understand the customer's issue or question.<\/p>\t<\/li>\t
- \t
Craft a response: Agents should craft a clear and concise response that addresses the customer's issue or question. This response should be professional and friendly in tone.<\/p>\t<\/li>\t
- \t
Include relevant information: Agents should include relevant information such as order numbers, account information, or troubleshooting steps in their response.<\/p>\t<\/li>\t
- \t
Send the response: Agents should send the response directly from the ticketing system. This ensures that the response is tracked and recorded in the ticket history.<\/p>\t<\/li>\t
- \t
Set appropriate ticket status: After responding to the ticket, agents should set the ticket status to reflect the current state of the ticket (e.g., resolved, pending, etc.).<\/p>\t<\/li>\t
- \t
Follow up if needed: If the customer responds with further questions or issues, agents should follow up promptly to provide additional assistance.<\/p>\t<\/li><\/ol>
By following these steps, agents can respond to new tickets with email in a timely and professional manner, providing excellent customer service and ensuring customer satisfaction.<\/p>","url":"\/automations-and-workflows-11361\/how-can-agents-response-to-new-tickets-with-email-28873?postid=76744#post76744","creationDate":"2023-04-19T10:16:42+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76744,"author":{"id":40360,"url":"\/members\/stellarhomes-40360","name":"stellarhomes","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/173608bc-b5ce-4fb5-a3bf-d761356193e3.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
Agents can respond to new tickets with email by following these steps:<\/p>
- \t
Set up email integration: Ensure that your ticketing system is set up to receive and send emails. This usually involves setting up email forwarding or connecting your email account to the ticketing system.<\/p>\t<\/li>\t
- \t
Receive notification: Once a new ticket is created, agents should receive an email notification containing the details of the ticket. This email will include the ticket number, subject, and description.<\/p>\t<\/li>\t
- \t
Read the ticket: Agents should read the ticket carefully to understand the customer's issue or question.<\/p>\t<\/li>\t
- \t
Craft a response: Agents should craft a clear and concise response that addresses the customer's issue or question. This response should be professional and friendly in tone.<\/p>\t<\/li>\t
- \t
Include relevant information: Agents should include relevant information such as order numbers, account information, or troubleshooting steps in their response.<\/p>\t<\/li>\t
- \t
Send the response: Agents should send the response directly from the ticketing system. This ensures that the response is tracked and recorded in the ticket history.<\/p>\t<\/li>\t
- \t
Set appropriate ticket status: After responding to the ticket, agents should set the ticket status to reflect the current state of the ticket (e.g., resolved, pending, etc.).<\/p>\t<\/li>\t
- \t
Follow up if needed: If the customer responds with further questions or issues, agents should follow up promptly to provide additional assistance.<\/p>\t<\/li><\/ol>
By following these steps, agents can respond to new tickets with email in a timely and professional manner, providing excellent customer service and ensuring customer satisfaction.<\/p>","url":"\/automations-and-workflows-11361\/how-can-agents-response-to-new-tickets-with-email-28873?postid=76744#post76744","creationDate":"2023-04-19T10:16:42+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":73677,"author":{"id":39003,"url":"\/members\/jasonish-39003","name":"jasonish","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/c1614c13-3f87-4ac4-b434-5a0d5d0f89cc.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
I want my agents to primarily interact with customers over email, but have issues when an agent responds to email notifications from FreshDesk.<\/p>
As of about 3 weeks ago, when viewing a ticket I now see the auto-replies as well as the original ticket.<\/p>\u00a0<\/p>
The auto-replies add no new information. How do I hide them?<\/p>
\u00a0<\/p>
Thanks<\/p>
Mat<\/p>","url":"\/automations-and-workflows-11361\/viewing-ticket-how-to-hide-autoreplies-28604?postid=73000#post73000","creationDate":"2023-03-02T10:29:12+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4541,"id":28604,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/viewing-ticket-how-to-hide-autoreplies-28604","title":"Viewing ticket - how to hide autoreplies","lastPost":{"id":76570,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":"
@ms-fosse<\/user-mention>\u00a0A new update now includes emails sent through automation rules in the conversation thread, as many customers have requested for it as it provides context and improves follow-up.
However, as mentioned by @vinothkumar.manoharan, there is currently no built-in option to disable this feature. If you want to request for the option to turn it on\/off, please share your suggestion on our Ideas forum<\/a> for our Product team to consider.<\/p>","url":"\/automations-and-workflows-11361\/viewing-ticket-how-to-hide-autoreplies-28604?postid=76570#post76570","creationDate":"2023-04-14T12:17:09+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76570,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":"@ms-fosse<\/user-mention>\u00a0A new update now includes emails sent through automation rules in the conversation thread, as many customers have requested for it as it provides context and improves follow-up.
However, as mentioned by @vinothkumar.manoharan, there is currently no built-in option to disable this feature. If you want to request for the option to turn it on\/off, please share your suggestion on our Ideas forum<\/a> for our Product team to consider.<\/p>","url":"\/automations-and-workflows-11361\/viewing-ticket-how-to-hide-autoreplies-28604?postid=76570#post76570","creationDate":"2023-04-14T12:17:09+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":0,"relevantPost":{"id":73000,"author":{"id":41856,"url":"\/members\/ms-fosse-41856","name":"ms-fosse","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e52d1480-7c26-444b-b6a1-365b45ea13a1.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"As of about 3 weeks ago, when viewing a ticket I now see the auto-replies as well as the original ticket.<\/p>
\u00a0<\/p>
The auto-replies add no new information. How do I hide them?<\/p>
\u00a0<\/p>
Thanks<\/p>
Mat<\/p>","url":"\/automations-and-workflows-11361\/viewing-ticket-how-to-hide-autoreplies-28604?postid=73000#post73000","creationDate":"2023-03-02T10:29:12+0000","relativeCreationDate":"4 months ago"},"numberOfViews":58,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76570"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
it happens that the customer calls and opens the ticket from the portal during the call.
I would like at that time to be able to change the field by setting it as a ticket opened by phone and not by portal
Would it be possible to do this somehow or implement a new feature?<\/p>","url":"\/automations-and-workflows-11361\/change-ticket-opening-source-30349?postid=76262#post76262","creationDate":"2023-04-06T12:13:44+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5360,"id":30349,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/change-ticket-opening-source-30349","title":"change ticket opening source","lastPost":{"id":76285,"author":{"id":42842,"url":"\/members\/mickelt-42842","name":"Mickelt","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ce412526-6c08-426f-9645-4403285e8304.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"Thanks for givig info\u00a0\u00a0https:\/\/packstrack.com\/<\/a><\/p>","url":"\/automations-and-workflows-11361\/change-ticket-opening-source-30349?postid=76285#post76285","creationDate":"2023-04-06T18:55:51+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76285,"author":{"id":42842,"url":"\/members\/mickelt-42842","name":"Mickelt","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ce412526-6c08-426f-9645-4403285e8304.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
Hi, I am creating an automation wherein I send test emails\u00a0(using power automate) to our helpdesk email with an HTML table within its body.<\/p>\u00a0<\/p>
HTML table is working fine when viewed through browser or if it\u2019s sent to a non-helpdesk email, unfortunately when it is being sent to our helpdesk email it is being formatted with no CSS.<\/p>
How the email body when it is sent to a non-helpdesk email\u00a0(my personal email):<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/ea7a4e98-9842-40bd-a26b-dafff9106d75.png\")
<\/figure>
How the email body received by our helpdesk email:<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/49aca1fc-9a24-416e-9b00-0a091581e461.png\")
<\/figure>
I\u2019m kind of stuck if the issue is with my email body or is this being limited by the platform.\u00a0<\/p>","url":"\/automations-and-workflows-11361\/html-table-s-css-is-being-removed-30359?postid=76283#post76283","creationDate":"2023-04-06T18:46:44+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5366,"id":30359,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/html-table-s-css-is-being-removed-30359","title":"HTML table's CSS is being removed","lastPost":{"id":76283,"author":{"id":42840,"url":"\/members\/fiyadeleon-42840","name":"fiyadeleon","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/1142eb12-a781-48f5-9984-56c13ef0abc0.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
Hi, I am creating an automation wherein I send test emails\u00a0(using power automate) to our helpdesk email with an HTML table within its body.<\/p>
\u00a0<\/p>
HTML table is working fine when viewed through browser or if it\u2019s sent to a non-helpdesk email, unfortunately when it is being sent to our helpdesk email it is being formatted with no CSS.<\/p>
How the email body when it is sent to a non-helpdesk email\u00a0(my personal email):<\/p><\/figure>
How the email body received by our helpdesk email:<\/p><\/figure>
I\u2019m kind of stuck if the issue is with my email body or is this being limited by the platform.\u00a0<\/p>","url":"\/automations-and-workflows-11361\/html-table-s-css-is-being-removed-30359?postid=76283#post76283","creationDate":"2023-04-06T18:46:44+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":76283,"author":{"id":42840,"url":"\/members\/fiyadeleon-42840","name":"fiyadeleon","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/1142eb12-a781-48f5-9984-56c13ef0abc0.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
Hi, I am creating an automation wherein I send test emails\u00a0(using power automate) to our helpdesk email with an HTML table within its body.<\/p>
\u00a0<\/p>
HTML table is working fine when viewed through browser or if it\u2019s sent to a non-helpdesk email, unfortunately when it is being sent to our helpdesk email it is being formatted with no CSS.<\/p>
How the email body when it is sent to a non-helpdesk email\u00a0(my personal email):<\/p><\/figure>
How the email body received by our helpdesk email:<\/p><\/figure>
I\u2019m kind of stuck if the issue is with my email body or is this being limited by the platform.\u00a0<\/p>","url":"\/automations-and-workflows-11361\/html-table-s-css-is-being-removed-30359?postid=76283#post76283","creationDate":"2023-04-06T18:46:44+0000","relativeCreationDate":"3 months ago"},"numberOfViews":16,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76283"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hi,
If there is a common word in two different mails, is there an automation for combining two or more mails?<\/p>Best regards.<\/p>","url":"\/automations-and-workflows-11361\/mail-merge-based-on-common-words-in-different-mails-30346?postid=76256#post76256","creationDate":"2023-04-06T10:28:57+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5357,"id":30346,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/mail-merge-based-on-common-words-in-different-mails-30346","title":"Mail merge based on common words in different mails","lastPost":{"id":76274,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":"
Hello @dams<\/user-mention>\u00a0Thanks for posting this on the Freshworks Community!<\/p>\u00a0<\/p>
Has anyone ran into the issue where, when you respond to a ticket and the customer is OOO - you get the notification which in turn creates a new ticket.<\/p>If so, how did you solve the issue by automation to remove the \u201cfalse\u201d new ticket created?<\/p>","url":"\/automations-and-workflows-11361\/automatic-ooo-replies-from-customer-30327?postid=76219#post76219","creationDate":"2023-04-05T18:11:23+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5350,"id":30327,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/automatic-ooo-replies-from-customer-30327","title":"Automatic\/OOO Replies from customer","lastPost":{"id":76232,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":"
Hi @ArnoldG<\/user-mention>\u00a0<\/p>\u00a0<\/p>
In addition to what @aravind.sundararajan<\/user-mention>\u00a0has suggested, you can also navigate to Admin>Email>Advanced settings>Turn on \u2018Detect automated replies\u2019\u00a0. This will\u00a0automatically identify automated replies in the ticket and do not consider them as customer responses.<\/p>\u00a0<\/p>
Feel free to drop a note here incase of further assistance :)<\/p>
\u00a0<\/p>
Cheers,
Barun<\/p>","url":"\/automations-and-workflows-11361\/automatic-ooo-replies-from-customer-30327?postid=76232#post76232","creationDate":"2023-04-05T21:37:58+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76232,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":"
Hi @ArnoldG<\/user-mention>\u00a0<\/p>\u00a0<\/p>
In addition to what @aravind.sundararajan<\/user-mention>\u00a0has suggested, you can also navigate to Admin>Email>Advanced settings>Turn on \u2018Detect automated replies\u2019\u00a0. This will\u00a0automatically identify automated replies in the ticket and do not consider them as customer responses.<\/p>\u00a0<\/p>
Feel free to drop a note here incase of further assistance :)<\/p>
\u00a0<\/p>
Cheers,
Barun<\/p>","url":"\/automations-and-workflows-11361\/automatic-ooo-replies-from-customer-30327?postid=76232#post76232","creationDate":"2023-04-05T21:37:58+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":76219,"author":{"id":41716,"url":"\/members\/arnoldg-41716","name":"ArnoldG","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
Has anyone ran into the issue where, when you respond to a ticket and the customer is OOO - you get the notification which in turn creates a new ticket.<\/p>
If so, how did you solve the issue by automation to remove the \u201cfalse\u201d new ticket created?<\/p>","url":"\/automations-and-workflows-11361\/automatic-ooo-replies-from-customer-30327?postid=76219#post76219","creationDate":"2023-04-05T18:11:23+0000","relativeCreationDate":"3 months ago"},"numberOfViews":31,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76232"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hi, all\u2026.\u00a0 I\u2019ve had a request from my agents to be notified via email when*any* agent has been assigned a ticket, or an agent picks up an open ticket.\u00a0 Looking in the admin section for email notifications,\u00a0 I don\u2019t see this as an option...is this something that we can facilitate?\u00a0 \u00a0<\/p>Having this capability would be especially helpful in off-hours, so that our on-call person would get a notification if a ticket has been picked up by another on-call person.\u00a0<\/p>
Logic would be:\u00a0
If (ticket assigned to an agent)\u00a0
{Send email to all agents with subject:\u00a0\u00a0
\u201cTicket <ticketnumber> has been assigned to <agentName>}<\/p>","url":"\/automations-and-workflows-11361\/notify-all-agents-of-a-ticket-assignment-in-freshdesk-30319?postid=76193#post76193","creationDate":"2023-04-05T13:30:56+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5347,"id":30319,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/notify-all-agents-of-a-ticket-assignment-in-freshdesk-30319","title":"Notify all agents of a ticket assignment in Freshdesk","lastPost":{"id":76196,"author":{"id":41972,"url":"\/members\/lkeyes-41972","name":"lkeyes","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
Thanks much!\u00a0\u00a0<\/p>
>>automation rule<\/p>
Something for us to look forward to\u2026.we\u2019ll be going on a paid plan July 1.\u00a0 \u00a0\u00a0<\/p>
Thanks -- L\u00a0\u00a0<\/p>","url":"\/automations-and-workflows-11361\/notify-all-agents-of-a-ticket-assignment-in-freshdesk-30319?postid=76196#post76196","creationDate":"2023-04-05T14:22:33+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76196,"author":{"id":41972,"url":"\/members\/lkeyes-41972","name":"lkeyes","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
Thanks much!\u00a0\u00a0<\/p>
>>automation rule<\/p>
Something for us to look forward to\u2026.we\u2019ll be going on a paid plan July 1.\u00a0 \u00a0\u00a0<\/p>
Thanks -- L\u00a0\u00a0<\/p>","url":"\/automations-and-workflows-11361\/notify-all-agents-of-a-ticket-assignment-in-freshdesk-30319?postid=76196#post76196","creationDate":"2023-04-05T14:22:33+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":76193,"author":{"id":41972,"url":"\/members\/lkeyes-41972","name":"lkeyes","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
Hi, all\u2026.\u00a0 I\u2019ve had a request from my agents to be notified via email when*any* agent has been assigned a ticket, or an agent picks up an open ticket.\u00a0 Looking in the admin section for email notifications,\u00a0 I don\u2019t see this as an option...is this something that we can facilitate?\u00a0 \u00a0<\/p>
Having this capability would be especially helpful in off-hours, so that our on-call person would get a notification if a ticket has been picked up by another on-call person.\u00a0<\/p>
Logic would be:\u00a0
If (ticket assigned to an agent)\u00a0
{Send email to all agents with subject:\u00a0\u00a0
\u201cTicket <ticketnumber> has been assigned to <agentName>}<\/p>","url":"\/automations-and-workflows-11361\/notify-all-agents-of-a-ticket-assignment-in-freshdesk-30319?postid=76193#post76193","creationDate":"2023-04-05T13:30:56+0000","relativeCreationDate":"3 months ago"},"numberOfViews":30,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76196"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
We created rules for automation. Multiple groups and it seems that the ticket is being assigned to another group instead of the right group. We are experiencing this on the email but in the portal it is perfectly fine. We have multiple groups and rules and this is the only group that is not working correctly. Please help.\u00a0<\/p>","url":"\/automations-and-workflows-11361\/automation-email-being-assigned-to-a-different-group-30182?postid=75921#post75921","creationDate":"2023-03-30T15:40:37+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5266,"id":30182,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/automation-email-being-assigned-to-a-different-group-30182","title":"Automation: Email being assigned to a different group","lastPost":{"id":75936,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":"Hi\u00a0@AC Humarang<\/user-mention>\u00a0
\u00a0<\/p>Greetings from Freshdesk community!<\/p>
\u00a0<\/p>
I\u2019m sad to hear that. Please DM\u00a0your account details immediately to have this checked.\u00a0<\/p>
Alternately, you can also share the details to support@freshdesk.com.<\/p>
\u00a0<\/p>
Cheers,
Barun<\/p>","url":"\/automations-and-workflows-11361\/automation-email-being-assigned-to-a-different-group-30182?postid=75936#post75936","creationDate":"2023-03-30T21:46:33+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":75936,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":"
Hi\u00a0@AC Humarang<\/user-mention>\u00a0
\u00a0<\/p>Greetings from Freshdesk community!<\/p>
\u00a0<\/p>
I\u2019m sad to hear that. Please DM\u00a0your account details immediately to have this checked.\u00a0<\/p>
Alternately, you can also share the details to support@freshdesk.com.<\/p>
\u00a0<\/p>
Cheers,
Barun<\/p>","url":"\/automations-and-workflows-11361\/automation-email-being-assigned-to-a-different-group-30182?postid=75936#post75936","creationDate":"2023-03-30T21:46:33+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":75921,"author":{"id":42604,"url":"\/members\/ac-humarang-42604","name":"AC Humarang","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ea8a65d4-4b9a-4470-8af0-0e707d783ea9.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
We created rules for automation. Multiple groups and it seems that the ticket is being assigned to another group instead of the right group. We are experiencing this on the email but in the portal it is perfectly fine. We have multiple groups and rules and this is the only group that is not working correctly. Please help.\u00a0<\/p>","url":"\/automations-and-workflows-11361\/automation-email-being-assigned-to-a-different-group-30182?postid=75921#post75921","creationDate":"2023-03-30T15:40:37+0000","relativeCreationDate":"3 months ago"},"numberOfViews":8,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"75936"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hi, We have a customer that needs to see the live performance from the custom dashboard. They want to get the SLA for tickets that come from Email\u00a0but\u00a0the Time Trend and SLA Metrics widget can only filter by Groups. Could we have a feature where the Widget from the Custom Dashboard can be filtered by sources.<\/p>Thanks.<\/p>","url":"\/automations-and-workflows-11361\/custom-dashbord-time-trend-28688?postid=73230#post73230","creationDate":"2023-03-09T08:16:14+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":18495,"id":28688,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/custom-dashbord-time-trend-28688","title":"Custom Dashbord Time Trend","lastPost":{"id":75898,"author":{"id":42602,"url":"\/members\/tincho-cerdeiras-42602","name":"Tincho cerdeiras","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/77a9f09e-10fb-4c24-83a4-672feecc9273.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
\ud83d\udc4c<\/p>","url":"\/automations-and-workflows-11361\/custom-dashbord-time-trend-28688?postid=75898#post75898","creationDate":"2023-03-30T13:18:53+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":75898,"author":{"id":42602,"url":"\/members\/tincho-cerdeiras-42602","name":"Tincho cerdeiras","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/77a9f09e-10fb-4c24-83a4-672feecc9273.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
\ud83d\udc4c<\/p>","url":"\/automations-and-workflows-11361\/custom-dashbord-time-trend-28688?postid=75898#post75898","creationDate":"2023-03-30T13:18:53+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":2,"relevantPost":{"id":73230,"author":{"id":41955,"url":"\/members\/ferryanto-41955","name":"Ferryanto","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/aa54652d-364c-43cd-8299-fa6e96b34cd7.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
Hi, We have a customer that needs to see the live performance from the custom dashboard. They want to get the SLA for tickets that come from Email\u00a0but\u00a0the Time Trend and SLA Metrics widget can only filter by Groups. Could we have a feature where the Widget from the Custom Dashboard can be filtered by sources.<\/p>
Thanks.<\/p>","url":"\/automations-and-workflows-11361\/custom-dashbord-time-trend-28688?postid=73230#post73230","creationDate":"2023-03-09T08:16:14+0000","relativeCreationDate":"4 months ago"},"numberOfViews":46,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"75898"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
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Functional + analytics + social media + embedded videos"}}}">
While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p> In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p> Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p> In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p> \u00a0<\/p> Lastly before I sign off, a few additional points:<\/span><\/p> \ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. We will soon share a form <\/strong>here so we can hear from you. This will be directly\u00a0 \u00a0 \u00a0 \u00a0reviewed by our Senior Director of Customer Engagement \ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p> \ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p> \ud83d\udea8If there are any pages that are broken, please alert \u00a0<\/p> Thanks for your patience and support as always.<\/span><\/p> \u00a0<\/p> Best<\/p> Ally<\/p>","id":32305,"featuredImage":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7b6a7c39-0dc0-4c6e-80e9-8c999f8945d8_thumb.png","label":"Community News","replyCount":2,"views":140,"post":{"id":80461,"author":{"id":32014,"url":"\/members\/alyssia-correa-32014","name":"alyssia.correa","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ba3dbeb8-0226-46ab-8699-0d19aadada93.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":6},"content":" Hello Freshworks Community,\u00a0<\/span><\/p> \u00a0<\/p> \u00a0<\/p> The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p> While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p> In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p> Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p> In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p> \u00a0<\/p> Lastly before I sign off, a few additional points:<\/span><\/p> \ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. We will soon share a form <\/strong>here so we can hear from you. This will be directly\u00a0 \u00a0 \u00a0 \u00a0reviewed by our Senior Director of Customer Engagement \ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p> \ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p> \ud83d\udea8If there are any pages that are broken, please alert \u00a0<\/p> Thanks for your patience and support as always.<\/span><\/p> \u00a0<\/p> Best<\/p> Ally<\/p>","url":"\/announcements-11308\/attention-please-maintenance-hours-for-freshworks-community-2-0-32305?postid=80461#post80461","creationDate":"2023-07-19T08:44:32+0000","relativeCreationDate":"4 days ago"},"contentType":"article","type":0,"likes":4,"hasCurrentUserLiked":false},"config":{"selectedTopic":{"url":"https:\/\/community.freshworks.com\/announcements-11308\/attention-please-maintenance-hours-for-freshworks-community-2-0-32305","title":"\ud83d\udea8 ATTENTION PLEASE!! \ud83d\udea8 Maintenance Hours for Freshworks Community 2.0 \u200b\u200b\u200b\u200b\u200b\u200b\u200b\ud83d\udd27","description":" Hello Freshworks Community,\u00a0<\/span><\/p> \u00a0<\/p> \u00a0<\/p> The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p> While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p> In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p> Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p> In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p> \u00a0<\/p> Lastly before I sign off, a few additional points:<\/span><\/p> \ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. We will soon share a form <\/strong>here so we can hear from you. This will be directly\u00a0 \u00a0 \u00a0 \u00a0reviewed by our Senior Director of Customer Engagement \ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p> \ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p> \ud83d\udea8If there are any pages that are broken, please alert \u00a0<\/p> Thanks for your patience and support as always.<\/span><\/p> \u00a0<\/p> Best<\/p> Ally<\/p>","id":32305,"featuredImage":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7b6a7c39-0dc0-4c6e-80e9-8c999f8945d8_thumb.png","label":"Community News","replyCount":2,"views":140,"post":{"id":80461,"author":{"id":32014,"url":"\/members\/alyssia-correa-32014","name":"alyssia.correa","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ba3dbeb8-0226-46ab-8699-0d19aadada93.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":6},"content":" Hello Freshworks Community,\u00a0<\/span><\/p> \u00a0<\/p> \u00a0<\/p> The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p> While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p> In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p> Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p> In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p> \u00a0<\/p> Lastly before I sign off, a few additional points:<\/span><\/p> \ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. We will soon share a form <\/strong>here so we can hear from you. This will be directly\u00a0 \u00a0 \u00a0 \u00a0reviewed by our Senior Director of Customer Engagement \ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p> \ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p> \ud83d\udea8If there are any pages that are broken, please alert \u00a0<\/p> Thanks for your patience and support as always.<\/span><\/p> \u00a0<\/p> Best<\/p> Ally<\/p>","url":"\/announcements-11308\/attention-please-maintenance-hours-for-freshworks-community-2-0-32305?postid=80461#post80461","creationDate":"2023-07-19T08:44:32+0000","relativeCreationDate":"4 days ago"},"contentType":"article","type":0,"likes":4,"hasCurrentUserLiked":false}},"phrases":{"Forum":{"{n} year|{n} years":"{n} year|{n} years","{n} month|{n} months":"{n} month|{n} months","{n} day|{n} days":"{n} day|{n} days","{n} hour|{n} hours":"{n} hour|{n} hours","{n} minute|{n} minutes":"{n} minute|{n} minutes","just":"just now","{plural} ago":"{plural} ago"}}}">
Using Freshdesk I\u2019m trying to use the Freshdesk-Slack integration..<\/p> I added some new public channels to our Slack in order to redirect the notifications there, and when I\u2019m trying to add these channels to the Access Public Channels, they are not in the list of choices.<\/p> Any idea on what the problem might be?<\/p> This is happening only with the public channels, if I create a private channel it appears in the Access Private Channels list immediately<\/p> \u00a0<\/p> Thanks!<\/p>","url":"\/automations-and-workflows-11361\/slack-channels-are-not-showed-in-configuration-20790?postid=52276#post52276","creationDate":"2021-03-01T20:54:11+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":775,"id":20790,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/slack-channels-are-not-showed-in-configuration-20790","title":"Slack channels are not showed in configuration","lastPost":{"id":80113,"author":{"id":45317,"url":"\/members\/benfrankster-45317","name":"benfrankster","avatar":"","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" Gotta say, I\u2019m not impressed. 2 years and all these upvotes (represents a small fraction of users experiencing this issue that hadn\u2019t arrived to this party to chime in). Could be hundreds. This is very lame. I want to push to my new slack channel and cannot. This jams me up.\u00a0<\/p>","url":"\/automations-and-workflows-11361\/slack-channels-are-not-showed-in-configuration-20790?postid=80113#post80113","creationDate":"2023-07-11T17:40:14+0000","relativeCreationDate":"12 days ago"},"lastReply":{"id":80113,"author":{"id":45317,"url":"\/members\/benfrankster-45317","name":"benfrankster","avatar":"","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" Gotta say, I\u2019m not impressed. 2 years and all these upvotes (represents a small fraction of users experiencing this issue that hadn\u2019t arrived to this party to chime in). Could be hundreds. This is very lame. I want to push to my new slack channel and cannot. This jams me up.\u00a0<\/p>","url":"\/automations-and-workflows-11361\/slack-channels-are-not-showed-in-configuration-20790?postid=80113#post80113","creationDate":"2023-07-11T17:40:14+0000","relativeCreationDate":"12 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":14,"numberOfLikes":1,"relevantPost":{"id":52276,"author":{"id":30498,"url":"\/members\/leonler-30498","name":"LeonLer","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/cbf52b1b-8f72-42bf-b20b-ae48c29819ef.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi,<\/p> I\u2019m trying to use the Freshdesk-Slack integration..<\/p> I added some new public channels to our Slack in order to redirect the notifications there, and when I\u2019m trying to add these channels to the Access Public Channels, they are not in the list of choices.<\/p> Any idea on what the problem might be?<\/p> This is happening only with the public channels, if I create a private channel it appears in the Access Private Channels list immediately<\/p> \u00a0<\/p> Thanks!<\/p>","url":"\/automations-and-workflows-11361\/slack-channels-are-not-showed-in-configuration-20790?postid=52276#post52276","creationDate":"2021-03-01T20:54:11+0000","relativeCreationDate":"2 years ago"},"numberOfViews":591,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"80113"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p> I was wondering if there is an app or something already built into freshdesk where i can post updates and possible screenshots to all agents to notify them of changes made to the helpdesk. New automation rules, added apps etc.<\/p>","url":"\/automations-and-workflows-11361\/message-update-board-30629?postid=76990#post76990","creationDate":"2023-04-27T09:40:48+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5509,"id":30629,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/message-update-board-30629","title":"Message update board?","lastPost":{"id":79777,"author":{"id":43030,"url":"\/members\/garagedoorhig-43030","name":"garagedoorhig","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8771b92c-0241-475d-aefd-658e34354bc5.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" \u00a0<\/p>\t Updating the board is an important task that needs to be done regularly. It helps to ensure that all relevant information is visible and up-to-date. Keeping the board updated also helps to keep everyone on the same page and create a sense of unity and collaboration check out.<\/a> An updated board also serves as a great reference for current and future projects. Taking the time to update the board can make all the difference in the success of a project.<\/p>\t<\/div><\/content-quote> Mtg Proxy<\/strong><\/em><\/a><\/p>","url":"\/automations-and-workflows-11361\/message-update-board-30629?postid=79777#post79777","creationDate":"2023-07-04T11:37:27+0000","relativeCreationDate":"19 days ago"},"lastReply":{"id":79777,"author":{"id":43030,"url":"\/members\/garagedoorhig-43030","name":"garagedoorhig","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8771b92c-0241-475d-aefd-658e34354bc5.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" \u00a0<\/p>\t Updating the board is an important task that needs to be done regularly. It helps to ensure that all relevant information is visible and up-to-date. Keeping the board updated also helps to keep everyone on the same page and create a sense of unity and collaboration check out.<\/a> An updated board also serves as a great reference for current and future projects. Taking the time to update the board can make all the difference in the success of a project.<\/p>\t<\/div><\/content-quote> I am looking for the same as Moonka. I am looking for the same as Moonka. Tickets are\u00a0not getting\u00a0reopened while the customer responds to\u00a0a closed ticket and you are unable to keep track of the same.<\/p>","url":"\/automations-and-workflows-11361\/when-a-ticket-is-closed-and-the-customer-responds-then-the-ticket-is-not-reopened-any-solution-27737?postid=71122#post71122","creationDate":"2023-01-12T20:35:28+0000","relativeCreationDate":"6 months ago"},"numberOfViews":370,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"79514"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
We have connected a Whatsapp account to Freshdesk. Integration was smooth and easy.<\/p> Now, We are receiving requests from customers via this channel, and we see a need to hav a automatic reply about our office hours etc. When will this be avilable?<\/p> \u00a0<\/p> Thanks<\/p> Patric<\/p>","url":"\/automations-and-workflows-11361\/whatsapp-automatic-reply-28620?postid=73046#post73046","creationDate":"2023-03-03T08:25:21+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4549,"id":28620,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/whatsapp-automatic-reply-28620","title":"Whatsapp - Automatic reply","lastPost":{"id":79044,"author":{"id":44789,"url":"\/members\/husnain-javed-44789","name":"Husnain Javed","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" The availability of automatic replies for Whatsapp integration in Freshdesk may depend on the specific features and updates provided by Freshdesk. To determine when this feature will be available, it is recommended to reach out to the Freshdesk support team or consult their documentation and release notes. They will have the most accurate information regarding the implementation of automatic replies for Whatsapp within the Freshdesk platform.<\/p>","url":"\/automations-and-workflows-11361\/whatsapp-automatic-reply-28620?postid=79044#post79044","creationDate":"2023-06-17T11:17:08+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":79044,"author":{"id":44789,"url":"\/members\/husnain-javed-44789","name":"Husnain Javed","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" The availability of automatic replies for Whatsapp integration in Freshdesk may depend on the specific features and updates provided by Freshdesk. To determine when this feature will be available, it is recommended to reach out to the Freshdesk support team or consult their documentation and release notes. They will have the most accurate information regarding the implementation of automatic replies for Whatsapp within the Freshdesk platform.<\/p>","url":"\/automations-and-workflows-11361\/whatsapp-automatic-reply-28620?postid=79044#post79044","creationDate":"2023-06-17T11:17:08+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":16,"numberOfLikes":0,"relevantPost":{"id":73046,"author":{"id":41871,"url":"\/members\/patric-b-41871","name":"Patric B","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi Freshdesk,<\/p> We have connected a Whatsapp account to Freshdesk. Integration was smooth and easy.<\/p> Now, We are receiving requests from customers via this channel, and we see a need to hav a automatic reply about our office hours etc. When will this be avilable?<\/p> \u00a0<\/p> Thanks<\/p> Patric<\/p>","url":"\/automations-and-workflows-11361\/whatsapp-automatic-reply-28620?postid=73046#post73046","creationDate":"2023-03-03T08:25:21+0000","relativeCreationDate":"4 months ago"},"numberOfViews":283,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"79044"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p> I have several agents who can access the support email and most of the time they CC the support email when answering a client so that we can all keep track of what is being sent.<\/p> \u00a0<\/p> Will this create a new ticket everytime the support email is CCed?<\/p> \u00a0<\/p> Is there a way to create a rule saying when X, Y and Z send emails to support email do not create a new ticket?<\/p>","url":"\/automations-and-workflows-11361\/outbound-email-rules-when-ccing-support-email-31418?postid=78868#post78868","creationDate":"2023-06-13T10:25:15+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5929,"id":31418,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/outbound-email-rules-when-ccing-support-email-31418","title":"Outbound email rules when CCing support email","lastPost":{"id":78899,"author":{"id":44651,"url":"\/members\/stonesexy3-44651","name":"stonesexy3","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/17b7b98c-da6a-4d6c-bd10-de2381e609e5.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" In Freshdesk, when an email is sent to the support email address, it creates a new ticket by default. However, you can set up rules, known as \"Ticketing Rules,\" to control how emails are converted into tickets based on specific conditions best quality canvas photo prints.<\/p> To address your situation, you can create a ticketing rule to prevent the creation of new tickets when certain agents (X, Y, and Z) send emails to the support email address. Here's how you can do it:<\/p> With this rule in place, when agents X, Y, or Z send emails to the support email address, Freshdesk will not create new tickets. The emails will still be associated with existing tickets or appear as conversations within the ticket history.<\/p> Make sure to review and test the rule thoroughly to ensure it works as intended in your specific setup.<\/p>","url":"\/automations-and-workflows-11361\/outbound-email-rules-when-ccing-support-email-31418?postid=78899#post78899","creationDate":"2023-06-13T18:51:54+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78899,"author":{"id":44651,"url":"\/members\/stonesexy3-44651","name":"stonesexy3","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/17b7b98c-da6a-4d6c-bd10-de2381e609e5.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" In Freshdesk, when an email is sent to the support email address, it creates a new ticket by default. However, you can set up rules, known as \"Ticketing Rules,\" to control how emails are converted into tickets based on specific conditions best quality canvas photo prints.<\/p> To address your situation, you can create a ticketing rule to prevent the creation of new tickets when certain agents (X, Y, and Z) send emails to the support email address. Here's how you can do it:<\/p> With this rule in place, when agents X, Y, or Z send emails to the support email address, Freshdesk will not create new tickets. The emails will still be associated with existing tickets or appear as conversations within the ticket history.<\/p> Make sure to review and test the rule thoroughly to ensure it works as intended in your specific setup.<\/p>","url":"\/automations-and-workflows-11361\/outbound-email-rules-when-ccing-support-email-31418?postid=78899#post78899","creationDate":"2023-06-13T18:51:54+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":78868,"author":{"id":44640,"url":"\/members\/runwolf1991-44640","name":"Runwolf1991","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/63d1e853-9357-46e0-8b72-73292976e084.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi, I\u2019m trying freshdesk and trying to implement it at our company.<\/p> \u00a0<\/p> I have several agents who can access the support email and most of the time they CC the support email when answering a client so that we can all keep track of what is being sent.<\/p> \u00a0<\/p> Will this create a new ticket everytime the support email is CCed?<\/p> \u00a0<\/p> Is there a way to create a rule saying when X, Y and Z send emails to support email do not create a new ticket?<\/p>","url":"\/automations-and-workflows-11361\/outbound-email-rules-when-ccing-support-email-31418?postid=78868#post78868","creationDate":"2023-06-13T10:25:15+0000","relativeCreationDate":"1 month ago"},"numberOfViews":25,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78899"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
I'm wondering if it's possible to schedule export tickets in Freshdesk, and if so, how can I set up this feature? Are there any third-party tools or integrations that can help me automate this process?<\/p> Specifically, I'm interested in learning about the different scheduling options available in Freshdesk, such as daily, weekly, or monthly exports. How do I determine the best schedule for my needs and ensure that the exported data is up-to-date and accurate?<\/p> Additionally, I'm curious about the different export formats supported by Freshdesk, such as CSV, XLS, and PDF. How do I choose the right format for my reporting needs, and what are the benefits and limitations of each format?<\/p> Moreover, I'm interested in learning about the security and privacy measures in place for scheduled exports. How can I ensure that the exported data is protected and only accessible to authorized users?<\/p> Overall, I would appreciate any insights, ti<\/a>ps, and best practices from other community members who have experience with scheduling export tickets in Freshdesk. Thank you in advance for your help!\ud83d\ude4f\ud83c\udffc<\/a><\/p>","url":"\/automations-and-workflows-11361\/automating-data-export-in-freshdesk-28718?postid=73340#post73340","creationDate":"2023-03-12T08:37:07+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4609,"id":28718,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/automating-data-export-in-freshdesk-28718","title":"Automating Data Export in Freshdesk","lastPost":{"id":78781,"author":{"id":44461,"url":"\/members\/graychane41251-44461","name":"graychane41251","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/a6c35b68-30b9-462c-b2c2-b49d91d1119d.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" Hi there,<\/p> I understand your need to automate the ticket export process in Freshdesk for reporting purposes. To schedule exports, Freshdesk offers a feature called Data Exports. You can access it by going to Admin settings > Data Exports. From there, you can configure the scheduling options (daily, weekly, or monthly) that best suit your needs.<\/p> While Freshdesk provides native options for scheduling exports, if you're looking for more advanced Protect<\/a> automation or specific integrations, you may explore third-party tools like Zapier or Integromat. These platforms offer extensive integration capabilities and can help automate the export process further.<\/p> Regarding export formats, Freshdesk supports CSV, XLS, and PDF. The choice depends on your reporting requirements. CSV is ideal for data manipulation and analysis, XLS provides more formatting options, and PDF ensures a consistent view of the exported data. Consider your reporting needs to select the most suitable format.<\/p> Regarding security, Freshdesk follows industry-standard measures to safeguard your data. Ensure that proper access controls are in place to limit access to authorized users only. Familiarize yourself with Freshdesk's data privacy policies and features like role-based access control to maintain data security.<\/p> Don't hesitate to seek advice from the Freshdesk community or their support team for additional insights, tips, and best practices on scheduling export tickets. Good luck with your reporting endeavors!<\/p>","url":"\/automations-and-workflows-11361\/automating-data-export-in-freshdesk-28718?postid=78781#post78781","creationDate":"2023-06-09T14:40:32+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78781,"author":{"id":44461,"url":"\/members\/graychane41251-44461","name":"graychane41251","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/a6c35b68-30b9-462c-b2c2-b49d91d1119d.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" Hi there,<\/p> I understand your need to automate the ticket export process in Freshdesk for reporting purposes. To schedule exports, Freshdesk offers a feature called Data Exports. You can access it by going to Admin settings > Data Exports. From there, you can configure the scheduling options (daily, weekly, or monthly) that best suit your needs.<\/p> While Freshdesk provides native options for scheduling exports, if you're looking for more advanced Protect<\/a> automation or specific integrations, you may explore third-party tools like Zapier or Integromat. These platforms offer extensive integration capabilities and can help automate the export process further.<\/p> Regarding export formats, Freshdesk supports CSV, XLS, and PDF. The choice depends on your reporting requirements. CSV is ideal for data manipulation and analysis, XLS provides more formatting options, and PDF ensures a consistent view of the exported data. Consider your reporting needs to select the most suitable format.<\/p> Regarding security, Freshdesk follows industry-standard measures to safeguard your data. Ensure that proper access controls are in place to limit access to authorized users only. Familiarize yourself with Freshdesk's data privacy policies and features like role-based access control to maintain data security.<\/p> Don't hesitate to seek advice from the Freshdesk community or their support team for additional insights, tips, and best practices on scheduling export tickets. Good luck with your reporting endeavors!<\/p>","url":"\/automations-and-workflows-11361\/automating-data-export-in-freshdesk-28718?postid=78781#post78781","creationDate":"2023-06-09T14:40:32+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":73340,"author":{"id":41570,"url":"\/members\/caroljankins-41570","name":"caroljankins","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/87f49dbe-5fea-42c8-8eaa-4ab84973f3d1.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" I'm currently using Freshdesk as my primary customer support platform and I need to export tickets on a regular basis for reporting purposes. However, manually exporting tickets can be time-consuming and tedious, especially when I need to export large amounts of data.<\/p> I'm wondering if it's possible to schedule export tickets in Freshdesk, and if so, how can I set up this feature? Are there any third-party tools or integrations that can help me automate this process?<\/p> Specifically, I'm interested in learning about the different scheduling options available in Freshdesk, such as daily, weekly, or monthly exports. How do I determine the best schedule for my needs and ensure that the exported data is up-to-date and accurate?<\/p> Additionally, I'm curious about the different export formats supported by Freshdesk, such as CSV, XLS, and PDF. How do I choose the right format for my reporting needs, and what are the benefits and limitations of each format?<\/p> Moreover, I'm interested in learning about the security and privacy measures in place for scheduled exports. How can I ensure that the exported data is protected and only accessible to authorized users?<\/p> Overall, I would appreciate any insights, ti<\/a>ps, and best practices from other community members who have experience with scheduling export tickets in Freshdesk. Thank you in advance for your help!\ud83d\ude4f\ud83c\udffc<\/a><\/p>","url":"\/automations-and-workflows-11361\/automating-data-export-in-freshdesk-28718?postid=73340#post73340","creationDate":"2023-03-12T08:37:07+0000","relativeCreationDate":"4 months ago"},"numberOfViews":116,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78781"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Kindly help us on this.<\/p> \u00a0<\/p> \u00a0<\/p>","url":"\/automations-and-workflows-11361\/will-ticket-update-event-trigger-when-the-custom-field-is-updated-31154?postid=78209#post78209","creationDate":"2023-05-25T09:16:32+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5791,"id":31154,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/will-ticket-update-event-trigger-when-the-custom-field-is-updated-31154","title":"Will 'Ticket Update' event trigger when the custom field is updated?","lastPost":{"id":78448,"author":{"id":38527,"url":"\/members\/vidya-deenadayalan-38527","name":"Vidya Deenadayalan","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":2},"content":" Hi Thank you for being a part of the Freshworks Community.\u00a0 Regarding your concern, could you please send me a direct message with the following information: With this information, we can log a support ticket and further assist you on the same.<\/p> Please let me know if you have any further questions or concerns.<\/p> Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our\u00a0<\/span>Freshdesk community<\/span><\/a>. Fresh ideas, quality service :)\u00a0<\/p>","url":"\/automations-and-workflows-11361\/will-ticket-update-event-trigger-when-the-custom-field-is-updated-31154?postid=78448#post78448","creationDate":"2023-05-31T15:47:56+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78448,"author":{"id":38527,"url":"\/members\/vidya-deenadayalan-38527","name":"Vidya Deenadayalan","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":2},"content":" Hi Thank you for being a part of the Freshworks Community.\u00a0 Regarding your concern, could you please send me a direct message with the following information: With this information, we can log a support ticket and further assist you on the same.<\/p> Please let me know if you have any further questions or concerns.<\/p> Please suggest how to implement the below use case in freshdesk in the best possible way?<\/p> Customer mails the issue to customer support and ticket gets assigned to GroupA\u00a0<\/p> GroupA analyzes the incident and wants to redirect the ticket to GroupB. At this point of time, groupA needs to have a view of the tickets that they have redriected to GroupB<\/p> GroupB analyzes the incident further and comes to a conclusion that this problems requires intervention from GroupC. and redirects the ticket to GroupC.\u00a0At this point of time, GroupA and GroupB needs to have a view of this ticket.<\/p> I find the use case of shared ownership very limiting and restricting.<\/p> Moreover, it is not possible to create a child ticket of a child ticket.<\/p> Please suggest the best way around?<\/p> \u00a0<\/p>","url":"\/automations-and-workflows-11361\/please-suggest-best-combination-usage-of-parent-child-and-shared-ownership-30815?postid=77387#post77387","creationDate":"2023-05-07T12:24:07+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5598,"id":30815,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/please-suggest-best-combination-usage-of-parent-child-and-shared-ownership-30815","title":"Please Suggest best combination\/usage of parent child and shared ownership","lastPost":{"id":78289,"author":{"id":38951,"url":"\/members\/aaliyan-38951","name":"aaliyan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/62d4f7e3-0c63-4745-b4fd-9a70968b072d.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" Hi,<\/p>\t Please suggest how to implement the below use case in freshdesk in the best possible way?<\/p>\t Customer mails the issue to customer support and ticket gets assigned to GroupA\u00a0<\/p>\t GroupA analyzes the incident and wants to redirect the ticket to GroupB. At this point of time, groupA needs to have a view of the tickets that they have redriected to GroupB<\/p>\t GroupB analyzes the incident further and comes to a conclusion that this problems requires intervention from GroupC. and redirects the ticket to GroupC.\u00a0At this point of time, GroupA and GroupB needs to have a view of this ticket<\/a>.<\/p>\t I find the use case of shared ownership very limiting and restricting.<\/p>\t Moreover, it is not possible to create a child ticket of a child ticket.<\/p>\t Please suggest the best way around?<\/p>\t \u00a0<\/p>\t<\/div><\/content-quote> To tackle your use case in Freshdesk, we can make clever use of ticket assignment, tags, and views. Let's start by setting up GroupA as the default assignee for incoming tickets. So, whenever a customer emails their issue, the ticket will automatically land in GroupA's hands. Now, when GroupA decides to redirect a ticket to GroupB, they can add a special tag to the ticket indicating the redirection. Here's the nifty part: GroupA can create a custom ticket view that filters tickets with that particular tag. This way, they can easily keep track of the tickets they've redirected to GroupB. Now, when GroupB receives a redirected ticket and realizes it requires intervention from GroupC, they can add a different tag to show the redirection. Both GroupA and GroupB can create their own custom ticket views based on their respective tags, ensuring visibility into tickets redirected to GroupC. Although Freshdesk doesn't support child tickets of child tickets, using tags and custom views allows you to efficiently manage the flow of tickets.<\/p>","url":"\/automations-and-workflows-11361\/please-suggest-best-combination-usage-of-parent-child-and-shared-ownership-30815?postid=78289#post78289","creationDate":"2023-05-27T14:20:20+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78289,"author":{"id":38951,"url":"\/members\/aaliyan-38951","name":"aaliyan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/62d4f7e3-0c63-4745-b4fd-9a70968b072d.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" Hi,<\/p>\t Please suggest how to implement the below use case in freshdesk in the best possible way?<\/p>\t Customer mails the issue to customer support and ticket gets assigned to GroupA\u00a0<\/p>\t GroupA analyzes the incident and wants to redirect the ticket to GroupB. At this point of time, groupA needs to have a view of the tickets that they have redriected to GroupB<\/p>\t I need to trigger webhook if this happens, so that I can close ticket on external system automatically.<\/p> Mind you that Time Triggers don\u2019t have Trigger Webhook function.<\/p> \u00a0<\/p> Under Ticket Updates, I have one automation to trigger webhook if status changed from any to closed\/resolved.<\/p> This works if user\/agent are the ones doing it. However, if it\u2019s executed by System (under Time Trigger), I cant do it. Any suggestion\/workaround how to achieve so? If I put Tag using the Time Triggered automation, it wont capture either because it\u2019s done by System.<\/p> Hi,\u00a0<\/p> I need to trigger webhook if this happens, so that I can close ticket on external system automatically.<\/p> Mind you that Time Triggers don\u2019t have Trigger Webhook function.<\/p> \u00a0<\/p> Under Ticket Updates, I have one automation to trigger webhook if status changed from any to closed\/resolved.<\/p> This works if user\/agent are the ones doing it. However, if it\u2019s executed by System (under Time Trigger), I cant do it. Any suggestion\/workaround how to achieve so? If I put Tag using the Time Triggered automation, it wont capture either because it\u2019s done by System.<\/p> Hi,\u00a0<\/p> I need to trigger webhook if this happens, so that I can close ticket on external system automatically.<\/p> Mind you that Time Triggers don\u2019t have Trigger Webhook function.<\/p> \u00a0<\/p> Under Ticket Updates, I have one automation to trigger webhook if status changed from any to closed\/resolved.<\/p> This works if user\/agent are the ones doing it. However, if it\u2019s executed by System (under Time Trigger), I cant do it. Any suggestion\/workaround how to achieve so? If I put Tag using the Time Triggered automation, it wont capture either because it\u2019s done by System.<\/p> We occasionally have clients who are communicating with us on one email address, but ask us to cc a second email address - usually their spouse or work email.<\/p> You can do that per reply, but it has to be set again with every reply if the client didn\u2019t open the ticket with a cc in the first place.<\/p>","url":"\/automations-and-workflows-11361\/add-a-second-contact-as-cc-to-a-ticket-29805?postid=75362#post75362","creationDate":"2023-03-22T16:44:29+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":5064,"id":29805,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/add-a-second-contact-as-cc-to-a-ticket-29805","title":"Add a second contact as CC to a ticket","lastPost":{"id":78113,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Adding CC via automation is available only on a Ticket Creation event. On a ticket Update event, this cannot be automated.<\/p>","url":"\/automations-and-workflows-11361\/add-a-second-contact-as-cc-to-a-ticket-29805?postid=78113#post78113","creationDate":"2023-05-23T07:56:55+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":78113,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Adding CC via automation is available only on a Ticket Creation event. On a ticket Update event, this cannot be automated.<\/p>","url":"\/automations-and-workflows-11361\/add-a-second-contact-as-cc-to-a-ticket-29805?postid=78113#post78113","creationDate":"2023-05-23T07:56:55+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":75362,"author":{"id":20143,"url":"\/members\/markus-finster-20143","name":"markus.finster","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" Is it possible to add a 2nd contact to a ticket, or an alternative email address *and keep it*?<\/p> We occasionally have clients who are communicating with us on one email address, but ask us to cc a second email address - usually their spouse or work email.<\/p> You can do that per reply, but it has to be set again with every reply if the client didn\u2019t open the ticket with a cc in the first place.<\/p>","url":"\/automations-and-workflows-11361\/add-a-second-contact-as-cc-to-a-ticket-29805?postid=75362#post75362","creationDate":"2023-03-22T16:44:29+0000","relativeCreationDate":"4 months ago"},"numberOfViews":48,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78113"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hi \u00a0<\/p> Greetings from Freshworks community.\u00a0<\/p> {{ticket.modified_on}} is the dynamic placeholder to retrieve the last update time stamp in the ticket. For private note, there are no placeholders to fetch the info. You can refer more on this link<\/p> You\u2019re quite welcome!<\/p> IIRC there is an option in Workflows or in Supervisor called Freddy and he can be \u201ctrained\u201d to recognize and ignore thank-you emails.<\/p> \u00a0<\/p> Bryn<\/p>","url":"\/automations-and-workflows-11361\/how-to-filter-tickets-on-status-30705?postid=77504#post77504","creationDate":"2023-05-09T20:53:20+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77504,"author":{"id":34596,"url":"\/members\/bryncydef-34596","name":"BrynCYDEF","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3c62094f-157f-4757-bd15-4179c3a4ad12.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" You\u2019re quite welcome!<\/p> IIRC there is an option in Workflows or in Supervisor called Freddy and he can be \u201ctrained\u201d to recognize and ignore thank-you emails.<\/p> \u00a0<\/p> Bryn<\/p>","url":"\/automations-and-workflows-11361\/how-to-filter-tickets-on-status-30705?postid=77504#post77504","creationDate":"2023-05-09T20:53:20+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":2,"relevantPost":{"id":77177,"author":{"id":43395,"url":"\/members\/thisismebb22-43395","name":"thisismebb22","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2c5a97e5-79c5-4762-8162-4413683911f1.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":0},"content":" How would one use the filter pane when viewing tickets to see \"requester responded\"?\u00a0 I can see it in the tabular view but cannot seem to locate a filter for it.\u00a0 This would easily allow a view into a question being answered by a requester to proceed with ticket execution.<\/p>","url":"\/automations-and-workflows-11361\/how-to-filter-tickets-on-status-30705?postid=77177#post77177","creationDate":"2023-05-03T03:17:19+0000","relativeCreationDate":"2 months ago"},"numberOfViews":37,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77504"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hi \u00a0<\/p> Greetings from Freshworks Community.<\/p> \u00a0<\/p> If the Email is configured as a support mailbox then ticket will be created whenever the mailbox receives the email. To Stop the ticket creation, below are the options<\/p> \u00a0<\/p> Cheers<\/p> Vinoth<\/p>","url":"\/automations-and-workflows-11361\/stop-emails-from-creating-tickets-30845?postid=77486#post77486","creationDate":"2023-05-09T14:24:56+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77486,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Hi \u00a0<\/p> Greetings from Freshworks Community.<\/p> \u00a0<\/p> If the Email is configured as a support mailbox then ticket will be created whenever the mailbox receives the email. To Stop the ticket creation, below are the options<\/p> \u00a0<\/p> Cheers<\/p> Vinoth<\/p>","url":"\/automations-and-workflows-11361\/stop-emails-from-creating-tickets-30845?postid=77486#post77486","creationDate":"2023-05-09T14:24:56+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":77483,"author":{"id":34410,"url":"\/members\/ceshtrx-34410","name":"CEShtrx","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" How do I turn off or stop the ability to create tickets from people just emailing.<\/p>","url":"\/automations-and-workflows-11361\/stop-emails-from-creating-tickets-30845?postid=77483#post77483","creationDate":"2023-05-09T13:01:16+0000","relativeCreationDate":"2 months ago"},"numberOfViews":38,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77486"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
we have a lot of differents scenarios (we talk 6 languages) and I think that it\u2019s necessary to allow us to classify Scenarios into folders, or give us the option to search by name of Scenario. Right now we have to navigate page by page and we lost a lot of time.\u00a0<\/p> \u00a0<\/p> A serach option in Canned Responses and Ticket templates would we nicee too.<\/p> \u00a0<\/p> Thank you,<\/p> Oriol<\/p> \u00a0<\/p>","url":"\/automations-and-workflows-11361\/organising-scenarios-23298?postid=58816#post58816","creationDate":"2022-01-23T11:59:18+0000","relativeCreationDate":"1 year ago"},"isTopicUnread":true,"privateId":2068,"id":23298,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/organising-scenarios-23298","title":"Organising Scenarios","lastPost":{"id":77161,"author":{"id":43381,"url":"\/members\/ramona-43381","name":"Ramona","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/602b756d-cdbc-41d4-b76b-ac1778d716c2.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" Question :<\/p> \u00a0<\/p> Does anyone has experience with analytics around scenarios ?<\/p> \u00a0<\/p> I am looking to add an automation and adda tag for each scenario executed and after setup a quick report to track the number of cases \/scenarios executed (daily , weekly , monthly , at group level).<\/p> Ty in advance !<\/p>","url":"\/automations-and-workflows-11361\/organising-scenarios-23298?postid=77161#post77161","creationDate":"2023-05-02T17:09:41+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77161,"author":{"id":43381,"url":"\/members\/ramona-43381","name":"Ramona","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/602b756d-cdbc-41d4-b76b-ac1778d716c2.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" Question :<\/p> \u00a0<\/p> Does anyone has experience with analytics around scenarios ?<\/p> \u00a0<\/p> I am looking to add an automation and adda tag for each scenario executed and after setup a quick report to track the number of cases \/scenarios executed (daily , weekly , monthly , at group level).<\/p> Ty in advance !<\/p>","url":"\/automations-and-workflows-11361\/organising-scenarios-23298?postid=77161#post77161","creationDate":"2023-05-02T17:09:41+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":7,"numberOfLikes":1,"relevantPost":{"id":58816,"author":{"id":34670,"url":"\/members\/oriol-ripoll-34670","name":"Oriol Ripoll","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/529c47e2-a674-4fcc-8c34-0fd5f63ae5a3.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi there,\u00a0<\/p> we have a lot of differents scenarios (we talk 6 languages) and I think that it\u2019s necessary to allow us to classify Scenarios into folders, or give us the option to search by name of Scenario. Right now we have to navigate page by page and we lost a lot of time.\u00a0<\/p> \u00a0<\/p> A serach option in Canned Responses and Ticket templates would we nicee too.<\/p> \u00a0<\/p> Thank you,<\/p> Oriol<\/p> \u00a0<\/p>","url":"\/automations-and-workflows-11361\/organising-scenarios-23298?postid=58816#post58816","creationDate":"2022-01-23T11:59:18+0000","relativeCreationDate":"1 year ago"},"numberOfViews":61,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77161"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
To be more specific, I created a test offboard request yesterday for a user to offboard tomorrow, 4\/21. However, the workflow did its check this morning, and processed the offboard as if it was scheduled for today, 4\/20. The condition is set as \u201cEnd Date is System.Current Date\u201d, and I\u2019ve confirmed that both the System.Current Date and End Date are the correct values.\u00a0<\/p> Is there a more accurate condition I can have set up to have the task run only on the scheduled day and not a day early?<\/p>","url":"\/automations-and-workflows-11361\/scheduled-tasks-using-system-current-date-run-a-day-early-30546?postid=76789#post76789","creationDate":"2023-04-20T17:47:42+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5466,"id":30546,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/scheduled-tasks-using-system-current-date-run-a-day-early-30546","title":"Scheduled Tasks using System.Current Date run a day early","lastPost":{"id":76789,"author":{"id":43160,"url":"\/members\/ldifranco-43160","name":"LDiFranco","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" I\u2019ve recently taken on the project to re-vamp our current offboarding process and to explore our options with Freshservice. I found the out-of-the-box scheduled workflow for adding tasks on the day of separation, however it seems to be running a day early.<\/p> To be more specific, I created a test offboard request yesterday for a user to offboard tomorrow, 4\/21. However, the workflow did its check this morning, and processed the offboard as if it was scheduled for today, 4\/20. The condition is set as \u201cEnd Date is System.Current Date\u201d, and I\u2019ve confirmed that both the System.Current Date and End Date are the correct values.\u00a0<\/p> Is there a more accurate condition I can have set up to have the task run only on the scheduled day and not a day early?<\/p>","url":"\/automations-and-workflows-11361\/scheduled-tasks-using-system-current-date-run-a-day-early-30546?postid=76789#post76789","creationDate":"2023-04-20T17:47:42+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":76789,"author":{"id":43160,"url":"\/members\/ldifranco-43160","name":"LDiFranco","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" I\u2019ve recently taken on the project to re-vamp our current offboarding process and to explore our options with Freshservice. I found the out-of-the-box scheduled workflow for adding tasks on the day of separation, however it seems to be running a day early.<\/p> To be more specific, I created a test offboard request yesterday for a user to offboard tomorrow, 4\/21. However, the workflow did its check this morning, and processed the offboard as if it was scheduled for today, 4\/20. The condition is set as \u201cEnd Date is System.Current Date\u201d, and I\u2019ve confirmed that both the System.Current Date and End Date are the correct values.\u00a0<\/p> Is there a more accurate condition I can have set up to have the task run only on the scheduled day and not a day early?<\/p>","url":"\/automations-and-workflows-11361\/scheduled-tasks-using-system-current-date-run-a-day-early-30546?postid=76789#post76789","creationDate":"2023-04-20T17:47:42+0000","relativeCreationDate":"3 months ago"},"numberOfViews":12,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76789"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
I don\u2019t understand why does Freshdesk merge my conversations.<\/p> I\u2019ve read the article about email threading and it\u2019s ok, but sometimes we\u00a0find new questions\u00a0(that should be new tickets ) threading to old tickets ( https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-<\/a>\u00a0).<\/p> Fortunately i\u2019ve created an automation that reopens a close ticket if a reply\u00a0was received but in these cases we need to divide new ticket manually.<\/p> I checked the object of the e-mails and these are not the same, i checked if the customer replyed to an\u00a0old ticket, but they wrote a new email so they should be two different ticket. The only thing that is the same is the requester e-mail.<\/p> So why does my Freshdesk merge these tickets??<\/p>","url":"\/automations-and-workflows-11361\/why-does-freshdesk-merge-my-tickets-30528?postid=76753#post76753","creationDate":"2023-04-19T12:07:49+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5455,"id":30528,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/why-does-freshdesk-merge-my-tickets-30528","title":"Why does freshdesk merge my tickets?","lastPost":{"id":76753,"author":{"id":43127,"url":"\/members\/samanthapiccoli-43127","name":"SamanthaPiccoli","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e07ed951-31b2-440b-8a94-93c0ab295ff3.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi!<\/p> I don\u2019t understand why does Freshdesk merge my conversations.<\/p> I\u2019ve read the article about email threading and it\u2019s ok, but sometimes we\u00a0find new questions\u00a0(that should be new tickets ) threading to old tickets ( https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-<\/a>\u00a0).<\/p> Fortunately i\u2019ve created an automation that reopens a close ticket if a reply\u00a0was received but in these cases we need to divide new ticket manually.<\/p> I checked the object of the e-mails and these are not the same, i checked if the customer replyed to an\u00a0old ticket, but they wrote a new email so they should be two different ticket. The only thing that is the same is the requester e-mail.<\/p> So why does my Freshdesk merge these tickets??<\/p>","url":"\/automations-and-workflows-11361\/why-does-freshdesk-merge-my-tickets-30528?postid=76753#post76753","creationDate":"2023-04-19T12:07:49+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":76753,"author":{"id":43127,"url":"\/members\/samanthapiccoli-43127","name":"SamanthaPiccoli","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e07ed951-31b2-440b-8a94-93c0ab295ff3.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi!<\/p> I don\u2019t understand why does Freshdesk merge my conversations.<\/p> In my setup I have agents in a group, all new tickets get assigned to that group resulting in a \u201cTicket Assigned to Group<\/a>\u201d notification.<\/p> When an agent responds to that notification, it appears a new ticket is created, rather than a response going to the requestor.<\/p> Is an email driven workflow from the agent side possible? If so, are there any recommendations to achieve this?<\/p> Thanks<\/p>","url":"\/automations-and-workflows-11361\/how-can-agents-response-to-new-tickets-with-email-28873?postid=73677#post73677","creationDate":"2023-03-20T17:41:43+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4709,"id":28873,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/how-can-agents-response-to-new-tickets-with-email-28873","title":"How can agents response to new tickets with email?","lastPost":{"id":76744,"author":{"id":40360,"url":"\/members\/stellarhomes-40360","name":"stellarhomes","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/173608bc-b5ce-4fb5-a3bf-d761356193e3.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" Agents can respond to new tickets with email by following these steps:<\/p> Set up email integration: Ensure that your ticketing system is set up to receive and send emails. This usually involves setting up email forwarding or connecting your email account to the ticketing system.<\/p>\t<\/li>\t Receive notification: Once a new ticket is created, agents should receive an email notification containing the details of the ticket. This email will include the ticket number, subject, and description.<\/p>\t<\/li>\t Read the ticket: Agents should read the ticket carefully to understand the customer's issue or question.<\/p>\t<\/li>\t Craft a response: Agents should craft a clear and concise response that addresses the customer's issue or question. This response should be professional and friendly in tone.<\/p>\t<\/li>\t Include relevant information: Agents should include relevant information such as order numbers, account information, or troubleshooting steps in their response.<\/p>\t<\/li>\t Send the response: Agents should send the response directly from the ticketing system. This ensures that the response is tracked and recorded in the ticket history.<\/p>\t<\/li>\t Set appropriate ticket status: After responding to the ticket, agents should set the ticket status to reflect the current state of the ticket (e.g., resolved, pending, etc.).<\/p>\t<\/li>\t Follow up if needed: If the customer responds with further questions or issues, agents should follow up promptly to provide additional assistance.<\/p>\t<\/li><\/ol> By following these steps, agents can respond to new tickets with email in a timely and professional manner, providing excellent customer service and ensuring customer satisfaction.<\/p>","url":"\/automations-and-workflows-11361\/how-can-agents-response-to-new-tickets-with-email-28873?postid=76744#post76744","creationDate":"2023-04-19T10:16:42+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76744,"author":{"id":40360,"url":"\/members\/stellarhomes-40360","name":"stellarhomes","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/173608bc-b5ce-4fb5-a3bf-d761356193e3.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" Agents can respond to new tickets with email by following these steps:<\/p> Set up email integration: Ensure that your ticketing system is set up to receive and send emails. This usually involves setting up email forwarding or connecting your email account to the ticketing system.<\/p>\t<\/li>\t Receive notification: Once a new ticket is created, agents should receive an email notification containing the details of the ticket. This email will include the ticket number, subject, and description.<\/p>\t<\/li>\t Read the ticket: Agents should read the ticket carefully to understand the customer's issue or question.<\/p>\t<\/li>\t Craft a response: Agents should craft a clear and concise response that addresses the customer's issue or question. This response should be professional and friendly in tone.<\/p>\t<\/li>\t Include relevant information: Agents should include relevant information such as order numbers, account information, or troubleshooting steps in their response.<\/p>\t<\/li>\t Send the response: Agents should send the response directly from the ticketing system. This ensures that the response is tracked and recorded in the ticket history.<\/p>\t<\/li>\t Set appropriate ticket status: After responding to the ticket, agents should set the ticket status to reflect the current state of the ticket (e.g., resolved, pending, etc.).<\/p>\t<\/li>\t Follow up if needed: If the customer responds with further questions or issues, agents should follow up promptly to provide additional assistance.<\/p>\t<\/li><\/ol> By following these steps, agents can respond to new tickets with email in a timely and professional manner, providing excellent customer service and ensuring customer satisfaction.<\/p>","url":"\/automations-and-workflows-11361\/how-can-agents-response-to-new-tickets-with-email-28873?postid=76744#post76744","creationDate":"2023-04-19T10:16:42+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":73677,"author":{"id":39003,"url":"\/members\/jasonish-39003","name":"jasonish","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/c1614c13-3f87-4ac4-b434-5a0d5d0f89cc.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" I want my agents to primarily interact with customers over email, but have issues when an agent responds to email notifications from FreshDesk.<\/p> \u00a0<\/p> The auto-replies add no new information. How do I hide them?<\/p> \u00a0<\/p> Thanks<\/p> As of about 3 weeks ago, when viewing a ticket I now see the auto-replies as well as the original ticket.<\/p> \u00a0<\/p> The auto-replies add no new information. How do I hide them?<\/p> \u00a0<\/p> Thanks<\/p> Thanks for givig info\u00a0\u00a0https:\/\/packstrack.com\/<\/a><\/p>","url":"\/automations-and-workflows-11361\/change-ticket-opening-source-30349?postid=76285#post76285","creationDate":"2023-04-06T18:55:51+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76285,"author":{"id":42842,"url":"\/members\/mickelt-42842","name":"Mickelt","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ce412526-6c08-426f-9645-4403285e8304.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" \u00a0<\/p> HTML table is working fine when viewed through browser or if it\u2019s sent to a non-helpdesk email, unfortunately when it is being sent to our helpdesk email it is being formatted with no CSS.<\/p> Hi, I am creating an automation wherein I send test emails\u00a0(using power automate) to our helpdesk email with an HTML table within its body.<\/p> \u00a0<\/p> HTML table is working fine when viewed through browser or if it\u2019s sent to a non-helpdesk email, unfortunately when it is being sent to our helpdesk email it is being formatted with no CSS.<\/p> Hi, I am creating an automation wherein I send test emails\u00a0(using power automate) to our helpdesk email with an HTML table within its body.<\/p> \u00a0<\/p> HTML table is working fine when viewed through browser or if it\u2019s sent to a non-helpdesk email, unfortunately when it is being sent to our helpdesk email it is being formatted with no CSS.<\/p> Best regards.<\/p>","url":"\/automations-and-workflows-11361\/mail-merge-based-on-common-words-in-different-mails-30346?postid=76256#post76256","creationDate":"2023-04-06T10:28:57+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5357,"id":30346,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/mail-merge-based-on-common-words-in-different-mails-30346","title":"Mail merge based on common words in different mails","lastPost":{"id":76274,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":" Hello \u00a0<\/p> If so, how did you solve the issue by automation to remove the \u201cfalse\u201d new ticket created?<\/p>","url":"\/automations-and-workflows-11361\/automatic-ooo-replies-from-customer-30327?postid=76219#post76219","creationDate":"2023-04-05T18:11:23+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5350,"id":30327,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/automatic-ooo-replies-from-customer-30327","title":"Automatic\/OOO Replies from customer","lastPost":{"id":76232,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":" Hi \u00a0<\/p> In addition to what \u00a0<\/p> Feel free to drop a note here incase of further assistance :)<\/p> \u00a0<\/p> Cheers, Hi \u00a0<\/p> In addition to what \u00a0<\/p> Feel free to drop a note here incase of further assistance :)<\/p> \u00a0<\/p> Cheers, Has anyone ran into the issue where, when you respond to a ticket and the customer is OOO - you get the notification which in turn creates a new ticket.<\/p> If so, how did you solve the issue by automation to remove the \u201cfalse\u201d new ticket created?<\/p>","url":"\/automations-and-workflows-11361\/automatic-ooo-replies-from-customer-30327?postid=76219#post76219","creationDate":"2023-04-05T18:11:23+0000","relativeCreationDate":"3 months ago"},"numberOfViews":31,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76232"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Having this capability would be especially helpful in off-hours, so that our on-call person would get a notification if a ticket has been picked up by another on-call person.\u00a0<\/p> Logic would be:\u00a0 Thanks much!\u00a0\u00a0<\/p> >>automation rule<\/p> Something for us to look forward to\u2026.we\u2019ll be going on a paid plan July 1.\u00a0 \u00a0\u00a0<\/p> Thanks -- L\u00a0\u00a0<\/p>","url":"\/automations-and-workflows-11361\/notify-all-agents-of-a-ticket-assignment-in-freshdesk-30319?postid=76196#post76196","creationDate":"2023-04-05T14:22:33+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76196,"author":{"id":41972,"url":"\/members\/lkeyes-41972","name":"lkeyes","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" Thanks much!\u00a0\u00a0<\/p> >>automation rule<\/p> Something for us to look forward to\u2026.we\u2019ll be going on a paid plan July 1.\u00a0 \u00a0\u00a0<\/p> Thanks -- L\u00a0\u00a0<\/p>","url":"\/automations-and-workflows-11361\/notify-all-agents-of-a-ticket-assignment-in-freshdesk-30319?postid=76196#post76196","creationDate":"2023-04-05T14:22:33+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":76193,"author":{"id":41972,"url":"\/members\/lkeyes-41972","name":"lkeyes","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" Hi, all\u2026.\u00a0 I\u2019ve had a request from my agents to be notified via email when*any* agent has been assigned a ticket, or an agent picks up an open ticket.\u00a0 Looking in the admin section for email notifications,\u00a0 I don\u2019t see this as an option...is this something that we can facilitate?\u00a0 \u00a0<\/p> Having this capability would be especially helpful in off-hours, so that our on-call person would get a notification if a ticket has been picked up by another on-call person.\u00a0<\/p> Logic would be:\u00a0 Hi\u00a0 Greetings from Freshdesk community!<\/p> \u00a0<\/p> I\u2019m sad to hear that. Please DM\u00a0your account details immediately to have this checked.\u00a0<\/p> Alternately, you can also share the details to support@freshdesk.com.<\/p> \u00a0<\/p> Cheers, Hi\u00a0 Greetings from Freshdesk community!<\/p> \u00a0<\/p> I\u2019m sad to hear that. Please DM\u00a0your account details immediately to have this checked.\u00a0<\/p> Alternately, you can also share the details to support@freshdesk.com.<\/p> \u00a0<\/p> Cheers, We created rules for automation. Multiple groups and it seems that the ticket is being assigned to another group instead of the right group. We are experiencing this on the email but in the portal it is perfectly fine. We have multiple groups and rules and this is the only group that is not working correctly. Please help.\u00a0<\/p>","url":"\/automations-and-workflows-11361\/automation-email-being-assigned-to-a-different-group-30182?postid=75921#post75921","creationDate":"2023-03-30T15:40:37+0000","relativeCreationDate":"3 months ago"},"numberOfViews":8,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"75936"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Thanks.<\/p>","url":"\/automations-and-workflows-11361\/custom-dashbord-time-trend-28688?postid=73230#post73230","creationDate":"2023-03-09T08:16:14+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":18495,"id":28688,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/custom-dashbord-time-trend-28688","title":"Custom Dashbord Time Trend","lastPost":{"id":75898,"author":{"id":42602,"url":"\/members\/tincho-cerdeiras-42602","name":"Tincho cerdeiras","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/77a9f09e-10fb-4c24-83a4-672feecc9273.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" \ud83d\udc4c<\/p>","url":"\/automations-and-workflows-11361\/custom-dashbord-time-trend-28688?postid=75898#post75898","creationDate":"2023-03-30T13:18:53+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":75898,"author":{"id":42602,"url":"\/members\/tincho-cerdeiras-42602","name":"Tincho cerdeiras","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/77a9f09e-10fb-4c24-83a4-672feecc9273.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" \ud83d\udc4c<\/p>","url":"\/automations-and-workflows-11361\/custom-dashbord-time-trend-28688?postid=75898#post75898","creationDate":"2023-03-30T13:18:53+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":2,"relevantPost":{"id":73230,"author":{"id":41955,"url":"\/members\/ferryanto-41955","name":"Ferryanto","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/aa54652d-364c-43cd-8299-fa6e96b34cd7.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi, We have a customer that needs to see the live performance from the custom dashboard. They want to get the SLA for tickets that come from Email\u00a0but\u00a0the Time Trend and SLA Metrics widget can only filter by Groups. Could we have a feature where the Widget from the Custom Dashboard can be filtered by sources.<\/p> Thanks.<\/p>","url":"\/automations-and-workflows-11361\/custom-dashbord-time-trend-28688?postid=73230#post73230","creationDate":"2023-03-09T08:16:14+0000","relativeCreationDate":"4 months ago"},"numberOfViews":46,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"75898"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>
Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>
Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>
Automations and Workflows
147 Topics
So everything seem to be working except that when a new ticket is created it is not copying the correspondence and internal notes from the old ticket into the new ticket created.<\/p>","url":"\/automations-and-workflows-11361\/when-a-ticket-is-closed-and-the-customer-responds-then-the-ticket-is-not-reopened-any-solution-27737?postid=79514#post79514","creationDate":"2023-06-27T08:47:48+0000","relativeCreationDate":"26 days ago"},"lastReply":{"id":79514,"author":{"id":45020,"url":"\/members\/rasmush-45020","name":"RasmusH","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/c31f6dab-d746-4bb4-b841-6a9ab11975e6.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
So everything seem to be working except that when a new ticket is created it is not copying the correspondence and internal notes from the old ticket into the new ticket created.<\/p>","url":"\/automations-and-workflows-11361\/when-a-ticket-is-closed-and-the-customer-responds-then-the-ticket-is-not-reopened-any-solution-27737?postid=79514#post79514","creationDate":"2023-06-27T08:47:48+0000","relativeCreationDate":"26 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":0,"relevantPost":{"id":71122,"author":{"id":41043,"url":"\/members\/mateorial-41043","name":"mateorial","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/1f3ba809-03b9-4256-8854-2b717b706c14.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
\u00a0<\/p>
\u00a0<\/p>
1. A full-page screenshot of the ticket update automation rule that you configured.
2. The payload that you used.
3. The API failure error code that you received, if any.<\/p>
Here\u2019s to you,
Vidya D<\/p>
\u00a0<\/p>
\u00a0<\/p>
1. A full-page screenshot of the ticket update automation rule that you configured.
2. The payload that you used.
3. The API failure error code that you received, if any.<\/p>
Here\u2019s to you,
Vidya D<\/p>
I have\u00a0automations to close the ticket (mark status as closed) if user don\u2019t reply in 48 hours.<\/p>
\u00a0<\/p><\/figure><\/figure>
Freshdesk support just dismiss me saying that it\u2019s not the functionality offered at the moment.
Thank you all.<\/p>","url":"\/automations-and-workflows-11361\/how-to-trigger-webhook-upon-ticket-closed-by-system-31169?postid=78247#post78247","creationDate":"2023-05-26T10:27:09+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5798,"id":31169,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/how-to-trigger-webhook-upon-ticket-closed-by-system-31169","title":"how to trigger webhook upon ticket closed by system?","lastPost":{"id":78247,"author":{"id":16506,"url":"\/members\/amir-16506-16506","name":"amir_16506","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
I have\u00a0automations to close the ticket (mark status as closed) if user don\u2019t reply in 48 hours.<\/p>
\u00a0<\/p><\/figure><\/figure>
Freshdesk support just dismiss me saying that it\u2019s not the functionality offered at the moment.
Thank you all.<\/p>","url":"\/automations-and-workflows-11361\/how-to-trigger-webhook-upon-ticket-closed-by-system-31169?postid=78247#post78247","creationDate":"2023-05-26T10:27:09+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":78247,"author":{"id":16506,"url":"\/members\/amir-16506-16506","name":"amir_16506","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
I have\u00a0automations to close the ticket (mark status as closed) if user don\u2019t reply in 48 hours.<\/p>
\u00a0<\/p><\/figure><\/figure>
Freshdesk support just dismiss me saying that it\u2019s not the functionality offered at the moment.
Thank you all.<\/p>","url":"\/automations-and-workflows-11361\/how-to-trigger-webhook-upon-ticket-closed-by-system-31169?postid=78247#post78247","creationDate":"2023-05-26T10:27:09+0000","relativeCreationDate":"1 month ago"},"numberOfViews":22,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78247"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
<\/figure><\/figure>
Mat<\/p>","url":"\/automations-and-workflows-11361\/viewing-ticket-how-to-hide-autoreplies-28604?postid=73000#post73000","creationDate":"2023-03-02T10:29:12+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4541,"id":28604,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/viewing-ticket-how-to-hide-autoreplies-28604","title":"Viewing ticket - how to hide autoreplies","lastPost":{"id":76570,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":"
However, as mentioned by @vinothkumar.manoharan, there is currently no built-in option to disable this feature. If you want to request for the option to turn it on\/off, please share your suggestion on our Ideas forum<\/a> for our Product team to consider.<\/p>","url":"\/automations-and-workflows-11361\/viewing-ticket-how-to-hide-autoreplies-28604?postid=76570#post76570","creationDate":"2023-04-14T12:17:09+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76570,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":"
However, as mentioned by @vinothkumar.manoharan, there is currently no built-in option to disable this feature. If you want to request for the option to turn it on\/off, please share your suggestion on our Ideas forum<\/a> for our Product team to consider.<\/p>","url":"\/automations-and-workflows-11361\/viewing-ticket-how-to-hide-autoreplies-28604?postid=76570#post76570","creationDate":"2023-04-14T12:17:09+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":0,"relevantPost":{"id":73000,"author":{"id":41856,"url":"\/members\/ms-fosse-41856","name":"ms-fosse","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e52d1480-7c26-444b-b6a1-365b45ea13a1.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
Mat<\/p>","url":"\/automations-and-workflows-11361\/viewing-ticket-how-to-hide-autoreplies-28604?postid=73000#post73000","creationDate":"2023-03-02T10:29:12+0000","relativeCreationDate":"4 months ago"},"numberOfViews":58,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76570"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
I would like at that time to be able to change the field by setting it as a ticket opened by phone and not by portal
Would it be possible to do this somehow or implement a new feature?<\/p>","url":"\/automations-and-workflows-11361\/change-ticket-opening-source-30349?postid=76262#post76262","creationDate":"2023-04-06T12:13:44+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5360,"id":30349,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/change-ticket-opening-source-30349","title":"change ticket opening source","lastPost":{"id":76285,"author":{"id":42842,"url":"\/members\/mickelt-42842","name":"Mickelt","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ce412526-6c08-426f-9645-4403285e8304.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
How the email body when it is sent to a non-helpdesk email\u00a0(my personal email):<\/p><\/figure>
How the email body received by our helpdesk email:<\/p><\/figure>
I\u2019m kind of stuck if the issue is with my email body or is this being limited by the platform.\u00a0<\/p>","url":"\/automations-and-workflows-11361\/html-table-s-css-is-being-removed-30359?postid=76283#post76283","creationDate":"2023-04-06T18:46:44+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5366,"id":30359,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/html-table-s-css-is-being-removed-30359","title":"HTML table's CSS is being removed","lastPost":{"id":76283,"author":{"id":42840,"url":"\/members\/fiyadeleon-42840","name":"fiyadeleon","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/1142eb12-a781-48f5-9984-56c13ef0abc0.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
How the email body when it is sent to a non-helpdesk email\u00a0(my personal email):<\/p><\/figure>
How the email body received by our helpdesk email:<\/p><\/figure>
I\u2019m kind of stuck if the issue is with my email body or is this being limited by the platform.\u00a0<\/p>","url":"\/automations-and-workflows-11361\/html-table-s-css-is-being-removed-30359?postid=76283#post76283","creationDate":"2023-04-06T18:46:44+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":76283,"author":{"id":42840,"url":"\/members\/fiyadeleon-42840","name":"fiyadeleon","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/1142eb12-a781-48f5-9984-56c13ef0abc0.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
How the email body when it is sent to a non-helpdesk email\u00a0(my personal email):<\/p><\/figure>
How the email body received by our helpdesk email:<\/p><\/figure>
I\u2019m kind of stuck if the issue is with my email body or is this being limited by the platform.\u00a0<\/p>","url":"\/automations-and-workflows-11361\/html-table-s-css-is-being-removed-30359?postid=76283#post76283","creationDate":"2023-04-06T18:46:44+0000","relativeCreationDate":"3 months ago"},"numberOfViews":16,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76283"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
If there is a common word in two different mails, is there an automation for combining two or more mails?<\/p>
Barun<\/p>","url":"\/automations-and-workflows-11361\/automatic-ooo-replies-from-customer-30327?postid=76232#post76232","creationDate":"2023-04-05T21:37:58+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76232,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":"
Barun<\/p>","url":"\/automations-and-workflows-11361\/automatic-ooo-replies-from-customer-30327?postid=76232#post76232","creationDate":"2023-04-05T21:37:58+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":76219,"author":{"id":41716,"url":"\/members\/arnoldg-41716","name":"ArnoldG","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
If (ticket assigned to an agent)\u00a0
{Send email to all agents with subject:\u00a0\u00a0
\u201cTicket <ticketnumber> has been assigned to <agentName>}<\/p>","url":"\/automations-and-workflows-11361\/notify-all-agents-of-a-ticket-assignment-in-freshdesk-30319?postid=76193#post76193","creationDate":"2023-04-05T13:30:56+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5347,"id":30319,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11361,"isIdeation":false,"url":"\/automations-and-workflows-11361","title":"Automations and Workflows","description":"Using Freshdesk"},"url":"\/automations-and-workflows-11361\/notify-all-agents-of-a-ticket-assignment-in-freshdesk-30319","title":"Notify all agents of a ticket assignment in Freshdesk","lastPost":{"id":76196,"author":{"id":41972,"url":"\/members\/lkeyes-41972","name":"lkeyes","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
If (ticket assigned to an agent)\u00a0
{Send email to all agents with subject:\u00a0\u00a0
\u201cTicket <ticketnumber> has been assigned to <agentName>}<\/p>","url":"\/automations-and-workflows-11361\/notify-all-agents-of-a-ticket-assignment-in-freshdesk-30319?postid=76193#post76193","creationDate":"2023-04-05T13:30:56+0000","relativeCreationDate":"3 months ago"},"numberOfViews":30,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76196"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"58160e5c7bfcc0a0b2a2c5b9de715ffa61368215","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p>
Barun<\/p>","url":"\/automations-and-workflows-11361\/automation-email-being-assigned-to-a-different-group-30182?postid=75936#post75936","creationDate":"2023-03-30T21:46:33+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":75936,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":"
\u00a0<\/p>
Barun<\/p>","url":"\/automations-and-workflows-11361\/automation-email-being-assigned-to-a-different-group-30182?postid=75936#post75936","creationDate":"2023-03-30T21:46:33+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":75921,"author":{"id":42604,"url":"\/members\/ac-humarang-42604","name":"AC Humarang","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ea8a65d4-4b9a-4470-8af0-0e707d783ea9.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"Join the Community
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Functional","cookiepolicy.modal.level2":"Normal
Functional + analytics","cookiepolicy.modal.level3":"Complete
Functional + analytics + social media + embedded videos"}}}">
