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, 'Billing Type' to Refund - if the ticket type is Billing AND email subject contains the word ‘Refund’.


Here is how you can do it.

  1. Login to your Freshdesk account as an administrator.

  2. Navigate to Admin from the menu. Select Workflows and click on Automations.

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

  4. Give your rule a name.

  5. Under the On tickets with these properties: section, choose In Tickets, then If Type, select Is, and select Billing.

  6. Click on Add new condition, and choose In Tickets, then If Subject, select contains, and enter ‘Refund’.

  7. For the Perform these actions: section, select Billing Type from the dropdown and click on ‘Refund’.

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


If you have any further questions or clarifications, please drop an email to support@freshdesk.com and our Product Specialist will be happy to assist you.