Freshdesk: Set up automated ticket filtering

In order to set up automations in Freshdesk, you will first need to have admin access. 

Once you do, go to the Admin dashboard, which is found using the gear icon on the left side of the screen. 

In the Admin dashboard, search for Automations, or find it under Workflows: 

To filter incoming tickets, make sure that Ticket Creation is selected at the top. 

Then Select New Rule.

Enter a Rule name, then confirm that "When a ticket is being created" is displayed in the Events field, this is the initiating trigger for the rule. 

Next, Fill in Conditions. Some example conditions are below. Make sure to pay attention to the "Match ANY of the below" vs "Match ALL of the below". Any of the below means any of the entered conditions need to be true for the automation to run, while all of the below requires all of the conditions to be true for the automation to run. 

Once you have determined your conditions,  you then need to decide on actions. Some examples are below: 

When you have your automation set up, click on the Preview button at the bottom and then select Save and enable. If you are done working on it but want to save without putting it into action, just select Save instead.