TABLE OF CONTENTS


General Setup

Scenarios in Freshdesk let you perform a number of tasks with a single click, right from within a ticket. For example, for a ticket related to refunds, you may have to tag the ticket as Refund, assign the ticket to the Refunds group, and set the status of the ticket to Processing Refund. All this can be done in a single click using scenario automation,



  1. Login to the helpdesk portal

  2. Go to Admin > Agent Productivity > Scenario Automations

  3. Click New Scenario

  4. Enter an appropriate name and description for the scenario


  5. Add the actions you want to perform as part of the scenario. Select the task and choose the corresponding action. For example, to set ticket priority to High, select Set Priority in the first dropdown and select High. You can add any number of actions

  6. Select the availability. You can make it visible just for you, other agents, or others in your group

  7. Click Save


The list of created scenarios is displayed on the Scenarios page. You can edit or remove an existing entry by hovering over the option and choosing Edit or Delete. You can also replicate a scenario by clicking on the Clone button next to the scenario you wish to duplicate. For more on how your agents can execute and verify scenarios, click here.



Managing Scenarios

As an admin, you can decide to provide permissions to your team to manage personal or shared scenarios using roles.

  1. Log in to Freshdesk and go to Admin > Roles and choose a role (for example, supervisor)

  2. Under Scenario Automation, you can change the permission to:
    • Manage personal scenario automation:
      • Agents can create only personal scenario automation and make it visible only to them. 
      • Execute scenarios created by others in the ticket but cannot manage (view, clone, modify or delete them).
    • Manage shared scenarios automation
      • Agents can create scenario automation and choose to make it personal or share it with others. 
      • View and manage scenarios created by others.
      • Execute scenarios created by others in the ticket

Possible Errors


1. Oops something went wrong while executing the scenario (or)

2. This ticket cannot be closed. Please fill the required fields.


Resolution Path

  1. Find Account ID >> Open Freshops >> Paste Account ID in the “Search Account” tab and press enter 

  2. Log into the respective Haystack based on the POD available in Freshops.
  3. Enter the search query - "accountid" AND "execute_scenario" AND "status:400" AND "PUT"
  4. Copy and paste the request ID in the search window again 
  5. Search for API v2 response - API V2 Error Response : [{"code"=>:missing_field, "field"=>:subject, "nested_field"=>nil, "additional_info"=>nil, "http_code"=>400, "message"=>"It should not be blank as this is a mandatory field"}]
  6. The above error means the subject is a mandatory field and since it's blank while closing, the automation throws an error. Please share the same with the customer and the field could be non-mandatory from admin>>ticket fields or the customer can choose to fill the value using the scenario automation.
  7. API V2 Error Response : [{"code"=>:inaccessible_value, "field"=>:scenario_id, "nested_field"=>nil, "additional_info"=>nil, "http_code"=>400, "message"=>"The scenario matching the given scenario_id is inaccessible to you"}] 
  8. The above error could be due to permission issues - For example, in this sample ticket - https://support.freshdesk.com/a/tickets/13864114 for the "Send email to agent", "Send email to group" and "Send email to requester" actions present in the scenario automation, the agent needs to have access to the "Send a ticket reply" permission in the roles. Since the aforementioned agents do not have access to this due to the restriction in their roles, the scenario automation is failing. This seems to be the behavior.