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Freshdesk ticket reply closure watcher

by recued-core v1

Scheduled adopter for Freshdesk ticket reply closure rows seeded by reply-freshdesk-ticket-with-closure. It lists only Recued-originated public-reply watches, re-reads a bounded batch of ticket from Freshdesk, and closes or flags the shared row when Freshdesk reports a configured closure or owner-actionable status. It can notify the owner on closure or customer-return states, but it never updates tickets, replies to customers, creates private notes, creates or edits automations/dispatch rules/SLA/admin settings, deletes records, or calls arbitrary Freshdesk endpoints.

Complete workflow

Freshdesk Ticket Reply Closure Loop 5 pinned recipes

Workflow pack for Recued-sent Freshdesk public replies. It composes the Freshdesk capability pack with a closure ledger: send one public ticket reply through the existing Freshdesk approval gate, optionally set a configured Freshdesk numeric status such as Pending, persist only the connection/ticket reply-watch linkage in data.shared, and let a scheduled watcher re-read that exact ticket until Freshdesk reports Resolved/Closed or an owner-actionable status such as Open. This pack does not replace Freshdesk automations, dispatch rules, Observer/Supervisor rules, SLA policy, ticket views, native notifications, or helpdesk queue rules; it adds Recued-visible closure state for tickets Recued replied to.

You are viewing one recipe in this workflow. Installing it opens the complete pack so its other recipes and background automations arrive together.

Freshdesk ticket reply closure watcher
This recipe Background automation

Scheduled adopter for Freshdesk ticket reply closure rows seeded by reply-freshdesk-ticket-with-closure. It lists only Recued-originated public-reply watches, re-reads a bounded batch of ticket from Freshdesk, and closes or flags the shared row when Freshdesk reports a configured closure or owner-actionable status. It can notify the owner on closure or customer-return states, but it never updates tickets, replies to customers, creates private notes, creates or edits automations/dispatch rules/SLA/admin settings, deletes records, or calls arbitrary Freshdesk endpoints.

freshdesksupporthelpdeskticket
by recued-core pinned v1
Reply to Freshdesk ticket with closure

Workflow origin for the Freshdesk ticket reply closure loop. It reads one ticket and its conversation context, creates exactly one owner-provided public reply through recued-core.freshdesk.ticket.reply.create, optionally updates that same ticket to a user-configured Freshdesk numeric status, and when the reply succeeds it seeds durable data.shared closure state for freshdesk-ticket-reply-closure-watcher. It uses user-configured deterministic copy rather than AI and does not create tickets, create private notes, delete, bulk update, attach files, mutate contacts or companies, change automations/dispatch rules/SLA/admin settings, or call arbitrary Freshdesk endpoints.

freshdesksupporthelpdeskticket
by recued-core pinned v1
Freshdesk ticket review brief

Read-only AI-assisted review brief for one Freshdesk ticket. It reads the ticket, full conversation list, requester contact when available, company when available, time entries, and matching solution articles through recued-core.freshdesk, then summarizes the customer ask, urgency, history, support risk, and next response. It never replies, updates, deletes, bulk-mutates, attaches files, changes automations/admin settings, or calls arbitrary Freshdesk endpoints.

freshdesksupporthelpdeskticket
by recued-core pinned v1
Freshdesk ticket reply closure watcher timeout
Background automation

Low-frequency timeout role for recued-core/freshdesk-ticket-reply-closure. It moves a bounded batch of expired rows from active to timed_out, deletes the active copy only after the durable timeout write succeeds, and notifies the owner once per batch.

freshdeskwatchertimeoutowner-review
by recued-core pinned v1
Freshdesk ticket reply closure watcher lifecycle review

Owner-visible list/close role for recued-core/freshdesk-ticket-reply-closure. It lists bounded active, timed-out, and closed rows. Supplying a timed-out or closed key deletes only that exact terminal row; active watches cannot be deleted here.

freshdeskwatcherreviewclose
by recued-core pinned v1
View pack details, dependencies, and permissions →
How it works 122 steps

Inspect the data fetches, transforms, gates, and output this recipe runs.

Data fetch
▼ shared_ticket_watches ?
▼
Process (121 steps)
■ now date_add
Add 0 days to
■ watch_rows filter
Filter by condition
■ watch_rows_for_connection filter
Filter by condition
■ watch_rows_with_ticket filter
Filter by condition
■ never_checked_watch_rows filter
Filter by condition
■ checked_watch_rows filter
Filter by condition
■ checked_watch_rows_oldest_first sort
Sort by value.last_checked_at
■ fair_watch_rows flatten
Flatten nested lists in
■ candidate_rows slice
Take a subset of
■ batch_count count
Count items in candidate rows
■ candidate_count count
Count items in watch rows with ticket
■ has_candidate compare
Check if candidate rows has data
■ has_connection compare
Check if setting freshdesk has data
■ skip_ticket_read any
Check if any of the conditions are true
■ batch_context_envelopes merge
Combine objects together
■ batch_contexts map
Extract from each item
■ ticket ?
skip: step.skip_ticket_read equal true
■ ticket_live_batch_context pick
Keep only specific fields from
■ ticket_batch_context_envelopes merge
Combine objects together
■ ticket_batch_contexts map
Extract from each item
■ live_status default
Apply default
■ live_status_live_batch_context pick
Keep only specific fields from
■ live_status_batch_context_envelopes merge
Combine objects together
■ live_status_batch_contexts map
Extract from each item
■ live_status_text lowercase
Convert item live status to lowercase
■ live_status_text_live_batch_context pick
Keep only specific fields from
■ live_status_text_batch_context_envelopes merge
Combine objects together
■ live_status_text_batch_contexts map
Extract from each item
■ closure_status compare
Check if item live status text is one of setting closure statuses
■ closure_status_live_batch_context pick
Keep only specific fields from
■ closure_status_batch_context_envelopes merge
Combine objects together
■ closure_status_batch_contexts map
Extract from each item
■ needs_owner_review compare
Check if item live status text is one of setting owner review statuses
■ needs_owner_review_live_batch_context pick
Keep only specific fields from
■ needs_owner_review_batch_context_envelopes merge
Combine objects together
■ needs_owner_review_batch_contexts map
Extract from each item
■ still_waiting compare
Check if item live status text is one of setting waiting statuses
■ still_waiting_live_batch_context pick
Keep only specific fields from
■ still_waiting_batch_context_envelopes merge
Combine objects together
■ still_waiting_batch_contexts map
Extract from each item
■ actionable_status any
Check if any of the conditions are true
■ actionable_status_live_batch_context pick
Keep only specific fields from
■ actionable_status_batch_context_envelopes merge
Combine objects together
■ actionable_status_batch_contexts map
Extract from each item
■ closed_status ternary
Apply ternary
■ closed_status_live_batch_context pick
Keep only specific fields from
■ closed_status_batch_context_envelopes merge
Combine objects together
■ closed_status_batch_contexts map
Extract from each item
■ owner_review_owner_action_text trim
Trim whitespace from setting owner review owner action
■ owner_review_owner_action_text_live_batch_context pick
Keep only specific fields from
■ owner_review_owner_action_text_batch_context_envelopes merge
Combine objects together
■ owner_review_owner_action_text_batch_contexts map
Extract from each item
■ closed_owner_action_text trim
Trim whitespace from setting closed owner action
■ closed_owner_action_text_live_batch_context pick
Keep only specific fields from
■ closed_owner_action_text_batch_context_envelopes merge
Combine objects together
■ closed_owner_action_text_batch_contexts map
Extract from each item
■ owner_action ternary
Apply ternary
■ owner_action_live_batch_context pick
Keep only specific fields from
■ owner_action_batch_context_envelopes merge
Combine objects together
■ owner_action_batch_contexts map
Extract from each item
■ skip_close any
Check if any of the conditions are true
■ skip_close_live_batch_context pick
Keep only specific fields from
■ skip_close_batch_context_envelopes merge
Combine objects together
■ skip_close_batch_contexts map
Extract from each item
■ closed_watch_key replace
Replace text in item watch key
■ closed_watch_key_live_batch_context pick
Keep only specific fields from
■ closed_watch_key_batch_context_envelopes merge
Combine objects together
■ closed_watch_key_batch_contexts map
Extract from each item
■ close_watch ?
skip: item.skip_close equal true
■ close_watch_live_batch_context pick
Keep only specific fields from
■ close_watch_batch_context_envelopes merge
Combine objects together
■ close_watch_batch_contexts map
Extract from each item
■ delete_closed_active_watch ?
skip: item.close_watch.ok not_equal true
■ delete_closed_active_watch_live_batch_context pick
Keep only specific fields from
■ delete_closed_active_watch_batch_context_envelopes merge
Combine objects together
■ delete_closed_active_watch_batch_contexts map
Extract from each item
■ notify_closed_enabled compare
Check if setting notify when closed equals true
■ notify_closed_enabled_live_batch_context pick
Keep only specific fields from
■ notify_closed_enabled_batch_context_envelopes merge
Combine objects together
■ notify_closed_enabled_batch_contexts map
Extract from each item
■ notify_review_enabled compare
Check if setting notify when owner review equals true
■ notify_review_enabled_live_batch_context pick
Keep only specific fields from
■ notify_review_enabled_batch_context_envelopes merge
Combine objects together
■ notify_review_enabled_batch_contexts map
Extract from each item
■ notify_enabled ternary
Apply ternary
■ notify_enabled_live_batch_context pick
Keep only specific fields from
■ notify_enabled_batch_context_envelopes merge
Combine objects together
■ notify_enabled_batch_contexts map
Extract from each item
■ notification_title_prefix trim
Trim whitespace from setting notification title prefix
■ notification_title_prefix_live_batch_context pick
Keep only specific fields from
■ notification_title_prefix_batch_context_envelopes merge
Combine objects together
■ notification_title_prefix_batch_contexts map
Extract from each item
■ notification_title concat
Combine text or lists together
■ notification_title_live_batch_context pick
Keep only specific fields from
■ notification_title_batch_context_envelopes merge
Combine objects together
■ notification_title_batch_contexts map
Extract from each item
■ notification_text concat
Combine text or lists together
■ notification_text_live_batch_context pick
Keep only specific fields from
■ notification_text_batch_context_envelopes merge
Combine objects together
■ notification_text_batch_contexts map
Extract from each item
■ should_notify all
Check if all conditions are true
■ should_notify_live_batch_context pick
Keep only specific fields from
■ should_notify_batch_context_envelopes merge
Combine objects together
■ should_notify_batch_contexts map
Extract from each item
■ notify_owner ?
skip: item.should_notify not_equal true
■ notify_owner_live_batch_context pick
Keep only specific fields from
■ notify_owner_batch_context_envelopes merge
Combine objects together
■ notify_owner_batch_contexts map
Extract from each item
■ refreshed_watch_value merge
Combine objects together
skip: item.delete_closed_active_watch.ok equal true
■ refreshed_watch_value_live_batch_context pick
Keep only specific fields from
■ refreshed_watch_value_batch_context_envelopes merge
Combine objects together
■ refreshed_watch_value_batch_contexts map
Extract from each item
■ refresh_active_watch ?
skip: item.delete_closed_active_watch.ok equal true
■ refresh_active_watch_live_batch_context pick
Keep only specific fields from
■ refresh_active_watch_batch_context_envelopes merge
Combine objects together
■ refresh_active_watch_batch_contexts map
Extract from each item
■ closed_batch_rows filter
Filter by condition
■ refreshed_batch_rows filter
Filter by condition
■ closed_batch_count count
Count items in closed batch rows
■ refreshed_batch_count count
Count items in refreshed batch rows
■ summary to_summary
Format results as a summary card
Settings 11 configurable

Configurable at install. Defaults shown — change them anytime in Recued.

channels setting = in_app
freshdesk setting =
batch limit setting = 5
closure statuses setting = 4,5,resolved,closed
waiting statuses setting = 3,6,7,pending,waiting_on_customer,waiting_on_third_party
notify when closed setting = true
closed owner action setting = Ticket reached a Freshdesk closure status; no further Recued follow-up is open for this ticket.
owner review statuses setting = 2,open
notify when owner review setting = true
notification title prefix setting = Freshdesk ticket status
owner review owner action setting = Ticket is back in an agent-actionable Freshdesk status; review the latest ticket before replying again.

Trust & control

What installing this recipe would let it do. Recued grants these permissions at install — review them there before approving.

Where it runs

Device + server Runs on your device (browser) or your server.

Permissions it requires

Send notificationsRead your Freshdesk connection
Declared by the recipe — Recued grants these at install, where you review them before approving.

Data it touches

Warehousedata.shared

About

recued-core

Tags

freshdesk freshdesksupporthelpdeskticketreplyclosurenotificationclosed-loopstate:freshdesk-ticket-reply-closure-watcherpack:freshdesk-ticket-reply-closure

Details

122 steps 11 configurable settings recipe_id: freshdesk-ticket-reply-closure-watcher