How to build scenario automations on Freshdesk

intermediate 8 min read Updated 2026-03-18

Quick Answer

Scenario automations in Freshdesk allow you to automatically trigger actions when specific conditions are met on tickets. Navigate to Admin > Workflows > Scenario Automations to create rules that streamline your support processes.

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Prerequisites

Admin or agent permissions in Freshdesk
Basic understanding of ticket workflows
Knowledge of your team's support processes
Access to Freshdesk Pro plan or higher

Step-by-Step Instructions

Access Scenario Automations

Log into your Freshdesk account and navigate to Admin in the top right corner. From the admin panel, click on Workflows in the left sidebar, then select Scenario Automations. Click the New Automation button to start creating your first automation rule.

Ensure you have the necessary permissions to access workflow settings before proceeding.

Define the Automation Trigger

In the automation builder, start by setting up When conditions. Choose from triggers like Ticket is Created, Ticket is Updated, or Time Based. For example, select Ticket is Created to trigger the automation whenever a new ticket arrives. You can also set multiple trigger conditions using AND or OR logic.

Time-based triggers are useful for follow-up actions like escalations or reminder notifications.

Set Conditional Logic

Configure the If section to specify when the automation should run. Add conditions such as Ticket Source, Priority, Group, or custom field values. For instance, set conditions like Priority is High and Group is Technical Support. Use the Add Condition button to include multiple criteria.

Test your conditions with existing tickets to ensure they capture the right scenarios.

Configure Actions

In the Then section, define what actions should occur when conditions are met. Available actions include Assign to Agent/Group, Set Priority, Add Tags, Send Email, or Update Custom Fields. For example, automatically assign high-priority technical tickets to senior agents and add a urgent tag.

Combine multiple actions to create comprehensive automation workflows that handle various aspects of ticket management.

Set Execution Frequency

Choose how often the automation should run by configuring the Execution settings. Options include Every time conditions are met, Once per ticket, or Once per contact. Select Once per ticket to prevent repeated actions on the same ticket when conditions remain true after updates.

Use 'Every time' for actions like logging or notifications, but 'Once per ticket' for assignments or priority changes.

Name and Activate the Automation

Provide a descriptive name for your automation in the Automation Name field, such as High Priority Technical Ticket Assignment. Add an optional description explaining the automation's purpose. Toggle the Active switch to enable the automation. Click Save to create the automation rule.

Use clear, descriptive names that make it easy for other admins to understand the automation's purpose.

Test and Monitor the Automation

After saving, test your automation by creating test tickets that match your defined conditions. Monitor the Automation Logs under Admin > Reports > Automation Reports to verify the automation is triggering correctly. Check that actions are being executed as expected and adjust conditions or actions if needed.

Start with a small scope and gradually expand your automation rules once you've confirmed they work as intended.

Manage and Optimize Automations

Return to Admin > Workflows > Scenario Automations to view all your automation rules. Use the Edit button to modify existing automations, Clone to create similar rules, or Deactivate automations that are no longer needed. Regularly review automation performance and update conditions based on changing business needs.

Keep your automation list organized by regularly reviewing and removing outdated rules to maintain optimal performance.

Common Issues & Troubleshooting

Automation is not triggering as expected

Check the Automation Logs to see if conditions are being met. Verify that the automation is Active and review your conditional logic. Ensure field values match exactly, including case sensitivity for text fields.

Actions are not executing properly

Confirm that the agents or groups specified in actions exist and are active. Check that custom fields referenced in actions are properly configured. Review Agent Permissions to ensure they can perform the automated actions.

Automation is running too frequently

Change the execution frequency from Every time conditions are met to Once per ticket. Review your trigger conditions to ensure they're not too broad. Consider adding more specific conditions to limit when the automation runs.

Email notifications from automation are not being sent

Verify that email templates referenced in the automation exist and are active. Check Admin > Email > Email Configuration to ensure outbound email is properly configured. Confirm that recipient email addresses are valid and not blocked.

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