Automate Tasks To Boost Productivity
Triggers
Automations start with a trigger. What's going to cause this rule to fire? Choose between when a ticket is created, replied to, assigned to somebody, it's fields changed or it's related to another.
Conditions
Now before we do anything with that trigger, let's set some conditions. How about when the reply text contains a specific phrase - like "urgent". Or when the ticket has a specific category or tag.
Actions
We've been triggered, the conditions have been met, it's time for some action. Maybe add a new reply? Assign the ticket to somebody? Change a field or add a tag? Even perform multiple actions with one rule.
Canned Responses
Standardise your responses to common questions with a canned response. Use them to make sure your marketing message is correct or use them when meeting an SLA to keep a customer up to date or acknowledge a new ticket. Select them quickly from the ticket reply form and insert them into any response.
Streamline Common Processes With Rules
Auto-Assign
Automations are a great way to automatically assign a ticket to somebody based on it's content. Ticket from a key client in a specific category mentioning a specific product. Automatically assign it to the correct person.
Create Replies
Use auto-replies to immediately point people at useful resources. If you have a ticket in a specific category, you could automatically reply with links to common questions and answers within your Knowledge Base.
Upgrade Urgency
You might be able to recognise the importance of a ticket before your team do. Maybe every ticket from an important client should be given high urgency, or you could look for words and phrases within the initial ticket which stress it's importance.
Multiple Conditions - Any/All/Not
The conditions you can create can be checked in three ways. You can either make sure that all of the conditions were met, you can check that any of them were met, or you can make sure that none of them were met. So if you want to perform an action when a category is NOT selected - go right ahead.
Save Your Team Time With Ticket Rules
Automatically Tag
Combine a custom queue looking for a specific tag, a custom dashboard for a team interested in that tag, and a rule which automatically tags incoming tickets based on your rule conditions - and you've got yourself a winner.
Create Private Notes
Give your agents a hint of what they should do with a ticket before they even get to it. Internal documents can be linked directly from a private note when tickets meet specific conditions.
As System or User
Replies and private notes can be posted onto tickets by a generic "System User" which can perform automation actions. Or the rule can run as one of your users, making it look like Dave is available 24/7 to answer tickets.