Sandbox-Freshdesk

You can create automation rules with the help of webhooks to remove tags from a ticket. Please follow the below steps to set up a ticket updates automation rule for removing tags from a ticket.

1. Login to your Freshdesk account as an administrator.

2. Navigate to Admin from the menu. Under Workflows, click on Automations.

3. Choose the Tickets tab and under Ticket Updates, click on the New Rule button.

4. Give your rule a name.

5. Under the When an action performed by… section, choose Agent.

6. Under the Involves any of these events: section, provide the conditions that trigger the webhook as per your business requirements. 

7. For the On tickets with these properties: section, configure ticket properties for which you wish to remove tags.

8. Provide the following details under the Perform these actions: section.

   1. Select Trigger webhook option for Choose action dropdown.

   2. Select Request type as PUT.

   3. Under URL, make use of the Freshdesk’s Update ticket API call.

   4. Enable Required authentication.
      
      

5. Provide your API key.

6. Select JSON Encoding and choose Advanced Content.

7. Enter the following payload in the custom API request, where you can replace the examples with tags you wish to remove from your tickets.

    {

    "tags": [

                                                   "Example1",”Example2”,”Example3”

                                                    ]
                            }

9. Click on Preview and Save, and then Save.

Please reach out to support@freshdesk.com if you require further assistance in setting up automation rules for removing tags from tickets.