Ticket Automation is a powerful feature within TeamSupport that allows you to create rules for handling tickets. The potential uses of Ticket Automation are almost limitless, but a few examples include:
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. The rules 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). Actions Once the trigger conditions have been defined, you can create actions to be performed when the conditions have been met. Any number of actions can be added, and the possible ones are as follows:
Placeholder Variables There are a few important things to remember about ticket automation:There are a handful of placeholder variables which can be used in the Log Public/Private Actions and Notify User Actions. Simply place the text as below, including the "squiggly parenthesis" and the text will be replaced by the correct variable when the e-mail is sent or the action logged. They are:
Ticket Automation will only work on tickets that were modified after the trigger was created. This is a safety mechanism put in place so that if a mistake is made and you create a trigger than affects lots of tickets incorrectly, we don't go back and retroactively change tickets. Each Trigger can only affect a given ticket once, even if the ticket matches all of the triggers again. This is another safety feature put in place so we don't get into a situation where we continually change the same ticket, or end up in a loop situation. How to add a trigger: When you first go to the Ticket Automation page there will be no triggers specified and you will see the display below. Simple click on "Create New Trigger".  Once you click Create New Trigger you will get the screen below.  This trigger will fire if the ticket is 3 days old ("Days Since Ticket was Last Modified" is the field name) and has a status of "Pending Customer Reply". If both of those are true then it means we have been waiting for a customer to respond and it's time for a nudge. The nudge is in the form of a public action which is at the bottom of the screen. We are using the action "Log Public Action" which will place the text into an action for this ticket. Since it's a public action your customer will get an e-mail notification automatically. Usually a Trigger like this is paired with another Trigger that will close the ticket in a few days. Note if you have two Triggers that you want to happen sequentially, and they are both looking at the Days Since Ticket was Last Modified", you need to have the number of days for the second one larger than for the first one - Otherwise, you could get into a situation where the ticket was closed before you asked the customer to respond to the ticket! Ticket Automation is a very powerful and flexible feature - If you need any help setting up a Trigger please don't hesitate to ask us! |
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Ticket Automation |
