Freshdesk Pricing & Plans

Freshdesk automations consist of Ticket Creation rules (running immediately upon ticket creation), Ticket Updates rules (reacting to real-time changes or events), and Hourly Triggers (scanning tickets once every hour). These rules execute in a top-to-bottom order, meaning that early rules can modify ticket attributes that trigger subsequent rules. If 'first matching rule' logic is enabled for a category, only the highest-ranked rule whose conditions are satisfied will execute, making proper sequencing critical.