Ticket Automation
Ticket Automation helps you to automate actions on each ticket from any channel. 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. This page only can be accessed by Supervisor and Administrator.
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 the Customer Support menu and click the Ticket Automation menus, then you will see a ticket automation page such images below.
You can add an automation module by clicking the '+' button on the top right corner of the page. Then you can configure triggers, filters, and actions on ticket automation, just switch to the necessary property from the drop-down.
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 new automation from 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 saved them so it has a unique name. |
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