Freshdesk Automation Guides Rules, Scenarios and SLAs
Freshdesk automation guides split the way the product does, by when a rule runs, because getting that split right is most of the skill.
Every Freshdesk automation guide
Sorted by when the rule fires.
Freshdesk Status
How to check Freshdesk status when it's down, what to do while it is, and how to handle the duplicate ticket flood that arrives when service comes back.
Read moreFreshdesk SLA Policies
How Freshdesk SLA policies work, which targets to set, how business hours and reminders behave, and why duplicate tickets distort SLA reporting.
Read moreFreshdesk Custom Fields and Ticket Forms
How Freshdesk custom fields and ticket forms work, which fields earn their place, and how a long intake form quietly creates duplicate tickets.
Read moreFreshdesk Automations
How the three Freshdesk automation rule types work, which ones to build first, and the limits you hit when a rule needs to look at two tickets.
Read moreFreshdesk Groups and Agents
How to design Freshdesk groups and agents: assignment, round robin, and why routing every ticket to a group instead of a person keeps your queue honest.
Read moreFreshdesk Scenario Automations and Canned Responses
Freshdesk scenario automations against canned responses: what each one does, when to use which, and how to build a library your agents actually use.
Read moreFreshdesk Ticket Status
How Freshdesk ticket status values work, why a waiting-on-customer status makes your metrics honest, and the difference between resolved and closed.
Read moreFreshdesk Business Hours and the SLA Clock
How Freshdesk business hours work, why holiday lists change your SLA maths, and the December mistake that turns a quiet week into a wall of breaches.
Read moreFreshdesk Scenario Automation
Scenario automations are the Freshdesk equivalent of a macro: a bundle of actions an agent fires on demand. Here's how to build one and when to use a rule instead.
Read moreFreshdesk Field Service Management
How Freshworks field service management sits alongside Freshdesk, what a service task and an appointment add to a ticket, and when a support team genuinely needs it.
Read moreFreshdesk Agent Availability, N/A States and Routing
Freshdesk agent availability decides who gets the next ticket. Here's what the states mean, why the dashboard shows N/A, and how it drives omniroute assignment.
Read moreFrequently asked questions
What do the Freshdesk automation guides cover first?
The three kinds of rule and when each one runs. Almost every automation that misbehaves is the right logic attached to the wrong trigger point.
Can Freshdesk automation merge duplicate tickets?
No. Freshdesk rules act on one ticket at a time, so merging needs an app or the API, which these guides go through.
The duplicate underneath all of it
Whatever you are configuring, a tenth of the queue is the same request arriving twice. Ticket Merger spots those pairs and merges them through your own API.
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