Freshdesk: Configure automatic Signl status updates

When tickets change status in Freshdesk corresponding Signls in SIGNL4 can change their status well. Read all details in this article.

How it works

When a ticket was forwarded to SIGNL4 (read details here) and its status is afterwards updated in Freshdesk, the triggered Signl can be auto-updated as well. These status updates are triggered by 2 dedicated automation rules wich are automatically created in Freshdesk when the connector app is started for the first time.

The ticket update automation rule "Auto acknowledge in SIGNL4" manages a Signl status update to "Acknowledged" while "Auto close in SIGNL4" closes a corresponding Signl in Signl.

Understanding and customizing automation rules

Both rules trigger on certain ticket status updates initiated by a requester or agent in Freshdesk. By default, they trigger when the ticket status is updated from any status to "Pending" (automatic acknowledgement of the Signl) or when it changes from any status to either "Resolved" or "Closed" (automatic closure of the Signl).

Both rules contain a dedicated webhook action that will auto acknowledge or auto close the Signl of that ticket in SIGNL4. Do not change the webhook action when you customize the rule.

If you want to change when Signls are automatically acknowledged or closed, you may adjust the events - and ticket properties section in the rules.

If you change the name of the rule, make sure you als update the corresponding connector app configuration fields "Automation Rule Name - Auto Acknowledge" and "Automation Rule Name - Auto Close" as well.