Ticket Automation [v4.9.3]

For versions:4.9.3

Click ‘Download’ button to show summary or download as PDF for offline viewing.

Ticket Automation

Ticket Automation is controlled by creating a Trigger. Each trigger has specific rules, and when those rules are met one or more actions are performed. This automation runs on every ticket and performs actions based on predefined conditions. These rules let you automate actions to configure automation ticket like ticket severity, ticket tag, process flow, reply ticket and closed ticket.

  • Login as ‘Administrator/Supervisor‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login page,
  • Go to customer support menu and click the ticket automation menus, then you will see a ticket automation page such as images below.

You can add an automation module by configuring triggers, filters, and actions on ticket automation. You can switch to the necessary property from the drop down.

Field component explanation :

Field NameDescription
Automation NameContains the name of the automation modules.
Active or InactiveYou have the choice to active or inactive a automation module any time.
TrigerTicket Automation will only work on tickets that were modified after the trigger was configure.
FilterThe filter section has two areas to allow you to tightly define what tickets meet the trigger criteria. In the top section you define conditions that ALL have to be met (a logical AND), and in the bottom section you list conditions where any of the items can be met (logical OR). Any number of filter can be added.
ActionOnce the trigger conditions have been defined, you can configure actions to be performed when the conditions have been met. Any number of actions can be added.
Delete Automation Click this button to delete a automation modules. This is not reversible.
Duplicate AutomationYou may create a new automation from an existing automation modules by clicking on the ‘Duplicate Automation’ Button. All of the settings get carried over to the new automation. To rename the automation modules, you can edit then a saved so that it has a unique name.

Trigger

Ticket Automation will only work on tickets that were modified after the trigger was created. Each trigger has specific rules, and when those rules are met one or more actions are performed.

IconDescription
These fields will allow you to trigger based on the users assigned to the ticket, like trigger by ‘operator’, ‘supervisor’ or ‘operator and supervisor’.
These fields will allow you to trigger based on the ticket from the group.
These fields will allow you to trigger based on the ticket, like on assign, on open, on first reply, on idle and on close.

Filter

The filter section has two areas to allow you to tightly define what tickets meet the trigger criteria. In the top section you define conditions that ALL have to be met (a logical AND), and in the bottom section you list conditions where any of the items can be met (logical OR). Any number of filter can be added.

IconDescription
You can display action of ticket automation based on channel name, channel type, tag, message or assign duration.
All of condition block 1 AND from condition block 2.
All of condition block 1 OR from condition block 2.

Action

Once the trigger conditions have been defined, you can configure actions to be performed when the conditions have been met. Any number of actions can be added. Here is the list of available actions :

IconDescription
Associate the selected tag keyword with the ticket.
This will change the severity of a ticket (like critical, medium, high and low) and is used to manage escalations ticket.
Associate the selected process flow keyword with the ticket.

Tags, Severity and Process Flow

For example when you will display ticket automation in the form of tags and ticket severity level, then you must configure the trigger, filter and action as follows :

In the example case above, when the ticket with the channel is ‘Dolphin Livechat‘ not is ‘smartcall‘ has been opened by the Supervisor from any group, the ticket will have a tags ‘server error response’ with severity level is ‘Medium’, as shown images below.

And then, when the rule is successfully triggered i.e displaying tagging ‘server error response‘ and ticket severity level ‘Medium‘ on the ticket, the system will automatically send a message to customer using process flow, such as images below.

The message sent to the customer is the output from the ‘workflow send message’ that is executed when the action or trigger on the automatic ticket is successfully executed.

You can set the message to be sent to the customer in the http body on node_id ‘requestSendMessage’, like the picture below.

On Idle Trigger Ticket

In version 4.9.3 we added the on Idle trigger ticket. The trigger by on idle apply to reply ticket and/or closed ticket actions. Ticket reply and closed ticket actions will run when the customer does not respond to the Operator’s message within the specified time.

For example, when your support team is busy and so are your customers. You can create a automation ticket by trigger when ticket is on idle with action is reply ticket. So, that if you are waiting for a customer response you can use an automatic reply after a set period of time to remind them. This lets the customer know you haven’t forgotten about them and, who knows, maybe they missed your last message by accident.

In the example case above, when the Customer is on idle or does not respond to messages from the Operator’s from any group within 30 minutes, the system will run the ticket automation process by sending a reply ticket in the form of a reply message “Hallo kak, apakah ada yang mau kakak tanyakan lagi?”, as shown images below.

Or sometimes, even after sending out a reminder, a customer may not respond for a variety of reasons. Instead of just leaving the ticket open forever, you can create a automation ticket by trigger when ticket is on idle with action is closed ticket. That automatically closes tickets after any set number of minutes.

For example, you may use ticket automation to automatically close all tickets when ticket on idle in some time. This helps to keep the ticket in pending tab clean and provides an accurate assessment of your ticket volume.

In the example case above, when the Customer is on idle or does not respond to messages from the Operator’s from any group within 1440 minutes (one day), the system will run the ticket automation process by closing the ticket by giving a remark ticket “Customer tidak merespon message selama 1440 menit (1 hari)”, as shown images below.

Auto Greeting with Time Based Response

Time based response is one of the new features in the form of response ticket actions included in ticket automation that we released in version 4.9.3. This feature allows the system to automatically send responses in the form of sending messages, setting the severity of tickets, setting ticket tags, running the process flow or even closing tickets according to the specified time. Look at the picture below.

In the example case above, when the ticket from customer has been opened by the Operator and Supervisor from any group In the time span between 11.00 AM until 12.00 AM, the system will automatic reply ticket by sending messages ‘Selamat Siang!’ to the customer as shown images below.

Was this article helpful?
Dislike 0