Freshservice is being used across different departments in your organization. Each department or Group has specific default values for some ticket fields. This app lets you autofill the ticket fields with respect to specific rules. You can set multiple conditions and multiple field default values in a single rule. This app will increase the agent's productivity.

Pre-Installation: In order to install the app, you will need your Freshservice API Key: 1. Log in to your Freshservice account and click your profile image at the top-right corner. 2. Select "Profile Settings". 3. The API key is available on the right side of the panel. Resolve the captcha and copy the API key to your clipboard. App Installation: 1. Login to your Freshservice account as an administrator. 2. Go to Admin→ Helpdesk Productivity → Apps → Get More Apps 3. Select Dynamic Form Fill under the Agent Productivity category and click Install. 4. Enter your Freshservice credentials like domain name and API key, then click Authenticate. Instructions for Setting Up Rules in Dynamic Form Fill for Freshservice Step 1: Click on New Rule 1. Click on the "New Rule" button to begin creating a new rule. Step 2: Fill in Details for Rule Name and Description 1. Enter a Rule Name: This should be a brief, descriptive title for your rule. 2. Enter a Rule Description: Provide more details on what the rule will do. Step 3: Choose a Workspace 1. Select Workspaces: By default, the rule applies to all workspaces in your account. If you want to apply the rule to specific workspaces, deselect the others by clicking on them. Step 4: Set a Condition 1. Add a Condition: Specify the conditions under which the rule will be triggered. Examples: When status is pending. When the subject contains the word "test". Step 5: Choose When to Apply Actions 1. Select the Condition Application Mode: When all conditions are satisfied: The app will trigger actions only when all specified conditions are true. Example: If you set conditions for "status is pending" and "subject contains test", both must be true to trigger the actions. When some conditions are satisfied: The app will trigger actions when either condition is true. Example: Either "status is pending" or "subject contains test". Step 6: Setup Actions 1. Define Actions: Specify what actions will be taken when the conditions are met. Example: When the status is pending, set the priority to high. Important Note on Custom Fields Understand Custom Fields Visibility: Custom fields are hidden from conditions and actions by default. When you select only one workspace, custom fields specific to that workspace will appear and can be included in the conditions and actions.