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:
- Automatically reminding customers when they haven’t responded to a ticket
- Managing escalation when a ticket has been opened longer than a certain time
- Notifying managerial users if a ticket bypasses a specified threshold
- Routing the ticket to a specific user or group depending on keywords in the subject of the ticket
- Sending an automatic response to a user with specific tips if there a keywords in the subject
- Putting a ticket in a specific user’s queue automatically
- Changing the type of a ticket if a certain Product is specified
- Changing the group of a ticket if a certain Custom Field value is specified
Triggers consist on one or more conditions, and one or more actions. Here are some tips for creating Ticket Automation Triggers.
Here are 5 triggers that are very commonly configured:
Auto assign a ticket to a specific user: When a ticket is created via email or the customer portal, you can define a trigger to that the ticket gets assigned to a specific person on your team. In this case, we will use ticket name – here’s how it works.
1. Setup a trigger and call it something like “auto assign to Chris”.
2. Set a condition where ticket name contains Chris.
3. Set an action that assigns to user Chris.
If you are forwarding in an email to your account, just add Chris to the subject line and when the ticket gets created, automation will fire the trigger and assign the ticket to Chris. Same applies if a ticket comes in from the portal. If the ticket subject contains Chris, the ticket will be assigned to Chris.
To get a bit more advanced with this, you could create commands with hashtags (ie #bug to set the ticket type to a bug automatically) to allow all kinds of automatic ticket rules.
Remind your customer that the ticket is awaiting their reply: Often times, a customer submits a ticket and more info is needed by your team. So you log a visible action asking them for the additional info, then set the status to “waiting on customer” (or whatever you’ve defined in your statuses). Rather than letting the ticket sit and collect dust, you can poke your customer with a nice email to remind them that the ticket is pending their reply – here’s how it works.
1. Setup a trigger and call it something like “customer reminder”.
2. Set a condition where Status = waiting on customer
3. Set another condition where days since the ticket was last modified = 7 days.
4. Set an action to log a visible action. When you do this, a text editor box will appear. Type in something nice and generic, such as “We know you are busy, but wanted to remind you that this ticket has been awaiting your reply for 7 days. Please reply to this email with the requested information as soon as possible. Thanks!”…Or something along those lines.
Auto close a ticket: Carrying over the scenario from tip 2, if your customer still does not update the ticket after the reminder, you can close the ticket and let the customer know it has been closed. Here’s how it works.
1. Setup a trigger and call it something like “No customer reply – auto close ticket”.
2. Setup a condition where Status – waiting on customer”.
3. Setup another condition where the days since the ticket was last modified = 14
4. Set an action to log a visible action. In the text edit box, type in a nice generic message, such as “We know you are busy, however this ticket has been open and awaiting your reply for 3 weeks. At this time, we assume your issues has been resolved and this ticket is now closed. If this is not the case, simply reply to this email which will reopen the ticket and notify our staff.
5. Set a second action to close the ticket.
To make sure that urgent tickets are not missed, especially when they are created after hours, you can make an Automation which will send a text message when an urgent ticket is created.
1. Create a trigger called “Urgent Ticket” or similar.
2. Set a condition where Severity = Urgent
3. Create a “Notify External User” action, and set the email address to the address of the phone you want to text. Here’s a list of how to send a text message to most carriers.
If a ticket is created over the weekend, you may want to let your customer know it will be Monday before they will get a response. To do this, simply set up a rule which adds a public action (which will generate an email to your customer) if the ticket was created on a Saturday or Sunday.
1. Create a trigger called “Weekend” or similar.
2. In the “ALL” logic section, create a condition for “Visible on Portal” (this means the ticket is visible to customers, and is not an internal ticket) = True
3. In the “ANY” logic section, create two conditions: One for “Day of Week Created” = Saturday, and one for “Day of Week Created” = Sunday.
4. In the Actions section, create an action for “Log Public Action” and put something like “We’re sorry, but we do not offer support over the weekend – We will respond to your ticket as soon as we can on Monday” in the text box.
- Create a new Ticket Automation Trigger: Instructions on how to create or duplicate a trigger.
- Placeholder Variables: 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.
- SQL Wildcards: Explore wildcards that can be used in SQL conditions.
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