Automation Component
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.
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 condition, i.e.:
On New Ticket: When a new ticket is available.
On Assign: Ketika tiket diassign ke Agen.
On Open: When the ticket is assigned to the Agent.
On First Reply: When the agent responds to a ticket for the first time.
On Check SLA: When checking the SLA on a ticket.
On Idle: When the Agent or the customer is 'idle'.
On Transferred: When the ticket is transferred to another group.
On Close: When the ticket is closed by the Agent.
Customer offline: When the customer is no longer online.
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 filters can be added.
You can execute the action if the action meets the conditions of the selected filter.
Channel type: Based on the channel type.
Follower count: Based on the customer's Twitter account's number of followers.
Chanel name: Based on the channel name.
Tag: According to the ticket's tag.
Message: Based on the ticket message's content.
Assign duration: Based on the duration when the ticket was assigned.
Time: To specify the time range activate this automation.
Contact Tag: Based on the tags on your customer contacts.
Contact VIP: Based on whether the customer's contact is a VIP.
Tweet virality: Based on the viral tweets of customers.
All of condition block 1 Is or Equals from condition block 2.
All of condition block 1 Is Not from condition block 2.
All of condition block 1 Less Than condition block 2.
All of condition block 1 More Than condition block 2.
All of condition block 1 Contains condition block 2.
All of condition block 1 Contains condition block 2.
All of condition block 1 Between condition block 2.
All of condition block 1 Not Between condition block 2.
This condition only appears when the On Check SLA trigger is selected. To configure the filter based on the SLA checking time interval with the remaining SLA time specified in the management rule.
This condition only appears when the On Idle trigger is selected. To select a filter based on 'who' is currently idle.
This condition only appears when the On Customer Offline trigger is selected. Condition in block 2 is based on how long the customer has been disconnected.
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:
Parallel: All actions in the action list will be executed simultaneously regardless of the action order that was added. Sequential: All actions will be executed in order according to the action list that was added.
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.
This will set ticket as a priority ticket.
Associate the selected process flow keyword with the ticket.
The system will automatically answer the ticket according to the specified reply message.
The system will automatically close the ticket by adding the specified ticket remark.
The system will notify the Supervisor automatically.
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