Ticketing workflows in Freshdesk Omni help automate and optimize how tickets are assigned, updated, and resolved, reducing manual effort and ensuring smooth operations. Below is a breakdown of key ticketing workflows you can set up to streamline your support process.

  1. Omniroute

Freshdesk Omni offers three types of ticket assignment methods: load-balanced, skill-based, and round-robin. Load-balanced assignment ensures that tickets are distributed evenly based on agent capacity. Skill-based assignment routes tickets to agents with the appropriate expertise. Round-robin assignment distributes tickets sequentially among available agents, ensuring an even workload distribution.


Learn more about Omniroute.

  1. Automations

Automation rules streamline support workflows by performing actions based on specified conditions immediately after a ticket is created, updated, or at set time intervals. This automation saves time and effort by handling repetitive tasks. 

Note: The automation rules will execute in ascending order. You can change the order of rule execution at any time.

Types of Automation Rules

  1. Ticket Creation: This runs immediately after a ticket is created. For example, set the ticket priority to Urgent based on the contact/company.

  2. Ticket Updates: Executes actions when a ticket is updated. For example, reassign a ticket once its priority is changed.

  3. Time Triggers: Scans tickets hourly to check conditions and perform actions. For example, close resolved tickets after 48 hours if the customer hasn't responded.


Here are some benefits of using automation rules:

  1. Save Time: Automation rules streamline repetitive tasks, allowing agents to focus on more complex issues.

  2. Ensure Consistency: Standardize responses and actions, ensuring a uniform customer experience.

  3. Enhance Accountability: Set up follow-up reminders to ensure no tickets slip through the cracks.


Learn more about Automations.

  1. Scenario Automations

Scenario automation allows agents to streamline their workflow by performing predefined actions with a single click. This feature automates repetitive tasks associated with specific ticket types, enhancing efficiency and reducing the manual effort required to manage tickets.

Automation rules in Freshdesk streamline tasks by performing multiple actions based on specific scenarios. For example, in refund processing, an automation rule can tag the ticket as "Refund," assign it to the "Refunds" group, and change the ticket status to "Processing Refund." This ensures quick identification, proper routing, and efficient processing of refund-related tickets.

Learn more about Scenario automations.