Setting up automation rules to run on Ticket Creation
Modified on: Fri, 10 Feb, 2023 at 7:19 AM
This automation runs on every incoming ticket and performs actions based on predefined conditions. These rules let you automate actions such as:
Assigning tickets to the right groups and/or agents
Setting ticket properties like status, priority, and type
Triggering email notifications to agents and requesters
Deleting tickets or marking them as spam
These actions can be performed on a ticket based on the following parameters:
Ticket fields/ Ticket properties
Contact/Requester of the ticket
Company properties of the ticket requester
You can switch to the necessary property from the dropdown.
Where to find it
Ticket fields are the properties of a ticket such as a ticket status, priority, subject, description, etc.
Admin > Workflows > Ticket Fields
Contact fields are the properties of the requester of the ticket, such as requester email, timezone etc.
Admin > Support Operations > Customer Fields > Contacts
Company fields are the properties of the company of the ticket requester, such as company name, domain etc.
Admin > Support Operations > Customer Fields > Companies
By default, the dropdown is set to ‘In Tickets’. Under ‘Choose condition’, all default and custom fields related to the chosen field will be populated.
A quick guide for creating an automation rule to run on ticket creation:
Log into your Freshdesk account as an Administrator.
Go to Admin > Workflows > Automations.
Click on New Rule from the Ticket Creation tab.
Give your rule a name.
Set up Conditions which act as a trigger for this particular rule.
Choose the type of field using the dropdown (ticket, contacts or company).
Select the field you want from the dropdown list.
Specify whether ALL conditions need to be matched to trigger the rule, or just one (ANY).
Add multiple conditions by clicking the Add new condition button and use the Trash icon to remove the condition.
Based on your use-case, make use of the AND/OR operators on tickets matching:
Any of the conditions
All of the conditions
All of condition block 1 AND any from condition block 2
All of condition block 1 OR any from condition block 2
Any of condition block 1 OR all from condition block 2
Any of condition block 1 AND all from condition block 2
Configure the actions to be executed on the ticket once the conditions you set are met.
If you'd like to send a notification email, you can use placeholders to help frame the content.
Add multiple actions by clicking on the Add new action button. You can use the Trash icon to remove the action.
Once you've finished setting up all the conditions and actions, click Preview and Save.
For every rule you create, a summary will be auto-generated while the rule is being setup. This will be the description for that rule and can be edited, if need be.
Click on 'Save and Enable' to save and enable this rule on your Freshdesk.
For example, here’s a rule that filters all tickets from unhappy customers with high revenue, sets their status to Urgent, and assigns them to a particular agent.
Say you want all tickets of type 'return', 'refund' or 'replacement' to be assigned to the Returns & Refunds group, you can configure the rule as shown below:
To assign tickets to a group, select Assign to group from the first dropdown, and the name of the group in the next one. Add the tasks you'd like to perform by selecting an action from the dropdown list (click Add a new action to add more if required).
Tip: If you're on the Estate or the Forest plans, the automatic ticket assignment feature will help you assign tickets to agents within a group - find out more here.
You can also use the options in the dropdown list to set up a combination of AND and OR conditions in the rules. This can be very useful while checking for multiple values within a single condition - for example, here's a rule that sends a notification to an assigned agent when the ticket priority is Urgent OR High, the ticket type is a Query OR Problem, AND the source is Email:
You can make use of the AND/OR operators while setting up the condition block if you’re setting up rules for complex workflows. For example, here's a rule that filters ALL tickets related to negative feedback sent by customers with a low health score or by customers who are managers in their company, to assign them to the ‘Customer Success’ group, set their priority to High, and adds a tag (if needed).
Skip new ticket email notification:
The Skip new ticket email notification option under Actions will come in handy when the 'New ticket created' email notification is not required to be sent for certain situations when specific conditions match.
For example, in case you receive multiple tickets that are ads or brochures from no-reply email addresses, you'll want to close them and mark as spam automatically, while also making sure that your agents aren't spammed with the notification email indicating that a new ticket has been created. In this case, you can use the configuration shown below:
All the rules created will be visible under Admin > Workflows > Automations > Ticket Creation tab, where they can be activated, deactivated, edited, cloned or deleted. If you want to create a rule that runs on Ticket Creation that is very similar to an existing one, use the ‘Clone’ option to duplicate that rule and later make the necessary modifications.
Refer to this article to understand how to set up ticket creation automation rules on Custom Objects.
How rules are executed
Rules that run on ticket creation can either run on every rule or just the first matching rule. By default, the rules are set to work based on the first matching rule.
Here's how the triggers work when you execute based on the first matching rule. The order of the rules is very important because only the first matching rule will be executed. If you have straightforward workflows, we recommend choosing this option.
Here's how the rules work when they run on every matching rule. If you'd like all matching rules to be executed on your tickets, click on the gear button above the rules list and then choose 'Execute all matching rules'. Click on Save.
Watch this video for an overview of this automation rule:
When more than one rule is activated, a Reorder button appears - you can click on a rule to select it, click anywhere on the list to select its new position and place it.