Automations and Triggers

What are the types of automation rules in Freshdesk?
Automations in Freshdesk are business rules that run immediately after a ticket is created or updated and automatically perform actions if specified conditi...
Wed, 7 Jun, 2023 at 11:15 AM
Where do I set up an automation rule to run on ticket creation?
Go to Admin > Workflows > Automations > Ticket creation> New Rule. This automation will only work on tickets that are newly created in your acco...
Fri, 25 Jun, 2021 at 7:47 PM
What kind of tickets can be updated using the automation rule that runs on ticket creation?
All new tickets that come into your Freshdesk account can be updated with this automation.
Thu, 27 Jun, 2019 at 5:44 PM
How can I assign all or specific incoming tickets to a particular agent on the portal?
This can be done by creating a new automation rule under Admin > Workflows > Automations > Ticket creation in Freshdesk. For assigning all th...
Fri, 12 Nov, 2021 at 1:07 AM
How to automatically send custom email notification for new tickets from a specific requester?
Setting up custom email notifications for specific scenarios when tickets are created or updated helps agents save time and meet unique requests. Follow th...
Thu, 8 Jun, 2023 at 4:42 PM
How to automatically assign tickets from a specific email with a specific subject?
You can automatically assign tickets from a specific email with a specific subject to an agent or group of choice using automation rules. Below are the step...
Tue, 28 Mar, 2023 at 11:45 AM
How do I add an email to cc automatically, when the ticket comes from a specific company?
There might be cases where a third person, a delivery partner, or the point of contact from a customer wants to be looped in on any conversation for tickets...
Tue, 28 Mar, 2023 at 10:43 AM
Can I make use of an automation rule that runs on 'Ticket creation' to update custom fields?
With Freshdesk's automations, you can update your custom fields for incoming tickets based on specific business conditions.  Let us consider the follow...
Fri, 19 May, 2023 at 12:15 PM
How to move tickets from a particular contact to spam?
If you are receiving continuous spam emails from a contact, you can configure an automation rule under Admin > Workflows > Automations > Ticket cre...
Fri, 25 Jun, 2021 at 7:55 PM
How to send auto response for non business hours tickets?
Customers may reach out to your helpdesk outside your business hours for inquiries, complaints, sales queries, and the like. Setting up after-hour auto repl...
Fri, 9 Jun, 2023 at 2:17 PM