Ticket Automation
Last updated
Last updated
Ticket Automation helps you to automate actions on each ticket from any channels. For example you can define the ticket severity, ticket tag and process flow automatically or even reply ticket and closed ticket automatically based on the trigger that you create.
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.
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 click '+' button on the top right corner of the page. Then you can configuring triggers, filters, and actions on ticket automation, just switch to the necessary property from the drop down.
Field component explanation :
Field Name
Description
Automation Name
Contains the name of the automation modules.
Active or Inactive
You have the choice to active or inactive an automation module any time.
Trigger
Ticket Automation will only work on tickets that were modified after the trigger was configure.
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.
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.
Delete Automation
Click this button to delete an automation modules. This is not reversible.
Duplicate Automation
You 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.
