FreshDesk / FreshService - automation questions

[timbo343]

To those who are using FreshDesk / FreshService, I'm hoping you can help with some Workflow automators.

 

We are wanting to do the following:

 

1. Set up various alerts so that the end user receives a notification if the agent has responded to the ticket but the end user has not been responded. Something like "it has been 2 days since you replied to the ticket". I'm not sure how I go about setting this up.

 

2. Is it possible to show historic comments / replies in email notifications to the end users / agents?

 

3. We have added a Due Date to tickets, this is different to SLAs, so for example someone might submit a low priority ticket but the low SLA is set to 3 months, yet the end user has set a due date of in 3 weeks. Is there a way to send a notification email to a group of agents to alert them when it's 3 days away, 2 days away, 1 day away, 8 hours away, 4 hours away.

 

4. Where agents are CC'd into tickets and one of those agents is replying to the ticket, don't send the reply back to replying agent.

[Steve21]

#1 is a pre-made example e.g. https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/50010692685/original/LV87MhKvtYpyvMK3S2WN9aNg8M4l4-Vo6w.gif?1705990850

 

#2 you can if you select all during the reply, it's all white text hidden normally, and then adds to the reply chain

 

Steve

[timbo343]

#1 is a pre-made example e.g. https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/50010692685/original/LV87MhKvtYpyvMK3S2WN9aNg8M4l4-Vo6w.gif?1705990850

 

#2 you can if you select all during the reply, it's all white text hidden normally, and then adds to the reply chain

 

Steve

Thanks, we have FreshService which i've found out has different setup rules, why the rules are different between the 2 I don't know! The animation you posted is for FreshDesk, though I have found that I can do #1 using Supervisor rules.

 

For #2, i wonder if "show quoted text" (aka the 3 dots when generating a reply) would do what i need it to do. Shame because Spiceworks has the ticket history shown without any issues. Think i'll ask FreshWorks about it when i next have a chat about it.

Edited September 10, 2024 by timbo343

[TechMonkey]

For number 2, I don't think showing the whole thread is possible in the email notification, purely because that isn't the workflow expected. FreshService is meant to be worked in, not worked from emails. So the email is meant to just be heads up for you to go into the system, not a full track of the problem.

 

For 1, yes you are right, Supervisor rules does this, though be careful as I have found that a rule will repeat every time the rules are run. This seems obvious when said but having a reminder sent every hour after the ticket hasn't been responded to is not a desired outcome. So far there isn't a way to tag a ticket as overdue so I had to set the alert to be age between certain hours, which doesn't always trigger.

 

3. I don't think there is a way to do this as due date is normally linked to SLA, and that can be notified on. The Due date seems to have been added recently and there is a real lag between fields or functions being added and them being useable from automation.

 

4. No idea I'm afraid, we tend not to use multiple techs, and if someone extra gets added they just see everything.