How to Automate Freshdesk Tickets

1. Firstly, navigate to the Admin tab.

2. Then, click on Workflows.

3. Following that, click on "Automations".

4. After that, click on "Ticket creation".

5. Now, click on "Start with Templates," or you can also start creating from scratch.

6. Following that, choose a template. Let's proceed with "Send customized emails to customers".

7. Once that's done, click on preview.

8. Review the template and click on "Use Template".

9. Start by configuring the trigger event.

10. After that, set up the conditions.

11. Next up, set up the email template.

12. Then, click on "Preview".

13. Finally, click on "Save and enable".

14. Your Ticket Automation is ready.

15. Create a Supademo in seconds

This interactive demo/guided walkthrough on How to Automate Freshdesk Tickets was created using Supademo.

How to Automate Freshdesk Tickets: Step-by-Step Guide

To get started, head over to the top navigation and select the Admin tab, where all your system settings and configurations are located.

Next, within the Admin area, find and click on the Workflows section. This is where you manage all your automation processes.

From here, navigate to the Automations tab. This lets you create and customize the automation rules for your workflows.

Within Automations, select the option labeled Ticket creation. This specifies that you want to automate the process of generating tickets.

Now you can either jump right in by choosing Start with Templates or if you prefer, build your automation from the ground up by starting fresh.

Take a moment to browse the available templates and select one that suits your needs. For this example, we'll use the template called Send customized emails to customers to streamline customer communication.

Once you have your template selected, click on Preview to see how the automation is set up and to ensure it matches your expectations before moving forward.

If everything looks good in the preview, confirm your choice by clicking Use Template to apply it and proceed with customization.

Begin configuring your automation by setting the trigger event—this defines what action or condition will start the automated workflow.

After establishing the trigger, you’ll want to specify any conditions that refine when the automation should take place, helping tailor the process to your needs.

Next, customize the email template that will be sent as part of this automation, ensuring the message fits your style and communicates the right information to your customers.

Once your email design and content are ready, click on Preview to review how the message will appear when it’s sent out.

When you’re satisfied with all your settings, finalize your automation by clicking Save and enable to activate it and start streamlining your ticket responses.

Your Ticket Automation is now up and running, ready to help you handle incoming tickets efficiently and maintain excellent customer communication.

With these steps complete, you’ve successfully created a Supademo in just moments—ready to demonstrate and simplify your workflow process.

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