🔹 Overview

HelpDude automation enables automatic responses to customer tickets in Freshdesk. When a ticket is created, an automation rule triggers and updates the ticket with predefined actions and responses.

🔹 Step 1: Create Automation Rule

Navigate to:

Admin → Automations → Ticket Creation

Create a new rule:

• Rule Name: Automation Rule
• Status: Enabled

🔹 Step 2: Define Event

Set when the automation should trigger:

• Event:
  When a ticket is being created

🔹 Step 3: Configure Conditions

Define when the rule should execute:

• Condition Type: Match ANY (or ALL based on your need)

Example Condition:

• Ticket Status → Is → Open

👉 Ensures automation runs only for newly created tickets.

🔹 Step 4: Configure Action (API Trigger)

Action: Trigger API

• Request Type: POST
• URL:

https://app.supporticon.com/freshdesk/webhook?domain=supporticon-assist.freshdesk.com

🔹 Step 5: Authentication (Optional)

• Keep OFF if not required
• Enable only if needed

🔹 Step 6: Headers (Optional)

If required:

Content-Type: application/json

🔹 Step 7: Request Body

Choose:

• Encoding: JSON
• Content Type: Advanced

Sample Payload:

{
 "ticket_id": "{{ticket.id}}"
}

🔹 Step 8: Additional Actions

After API trigger:

• ✅ Add Tag: HelpDude_Responded
• ✅ Set Status: Waiting on Customer

🔹 Step 9: Final Flow

Ticket Created → Automation Triggered → API Call → Ticket Updated → Status Changed

🔹 Best Practices

✔ Add tag condition to prevent duplicate execution
✔ Test automation with sample tickets
✔ Keep logs enabled for debugging
✔ Use clear naming for rules

🔹 Common Issues & Fixes