Update Ticket Fields on Specific Tickets

With Freshdesk's Automations, you can update your custom fields for incoming tickets based on specific business conditions. 

Let us consider the following example. Update a custom field, 'Refund Amount' to "Above 500" and the "Ticket Type" to "Refund" - if the ticket type is "Problem" AND the email subject contains the word ‘refund’.

Steps : 

1. Login to your Freshdesk account as an administrator.
2. Under Admin > Workflows > Automations > Ticket creation in Freshdesk, click on "New Rule".

Here is how to configure it : 

    3. Click on Preview and Save, and then Save and enable.

This rule will trigger and set the type as "Refund" and Refund Amount as "Above 500" whenever the ticket type is set as "Problem" and the "Subject" contains the word "refund" in it.