Freshdesk:Which tickets are forwarded to SIGNL4?

The Freshdesk connector app creates a new automation rule in Freshdesk automatically when it is started for the first time. You can find all the details about that automation rule in this article.

Understanding the default automation rule

By default this rule has the name "Forward to SIGNL4".

It triggers for newly created tickets only and created tickets must be of type "incident".

Whenever this criteria matches newly created tickets in your Freshdesk account, the rule action is executed which is a webhook call to SIGNL4. It basically communicates the id of a ticket that should be fetched by SIGNL4 and afterwards be notified to people on duty.

Do not change the URL or the composed body of that rule action.

Can I change the rule criteria?

Yes, you can. You can adjust the required ticket properties as you like. If you want to change it to a rule that triggers on ticket updates, you need to create a corresponding ticket update rule with the same name and remove the old rule.

Can I rename the rule?

Yes, this is possible but you then need to make sure that the new rule name is updated in the connector configuration as well (entered in the field "Automation Rule Name - Triggering Signls")

Can I use multiple rules to forward tickets?

Yes, this is possible. But the first or originally created rule must remain and its name must always be configured in the connector app configuration field "Automation Rule Name - Triggering Signls". In other rules (for created or updated tickets) you need to configure the exact same webhook action to attach other forwarding rules to your connector app instance.

Summary

You can adjust and configure which kind of tickets you what to forward to SIGNL4.

It is recommended to configure your ticket creation rule processing in a way that all matching rules are executed and not just the first one matching: