Ticket automations are powerful "IF-THEN" conditions that automate common or repetitive tasks associated with new tickets originating from emails.
Here are some examples of automations you can set:
- If an email arrives from your client domain name, then automatically assign it to their location.
- If there is an urgent email, then automatically change the priority and assign it to your team lead.
- If the email contains a room number, then automatically associate it with the correct room in your area hierarchy.
- If your inbound ticket email address already has a default category or area associated with it, then override those selections.
Before getting started:
- You must first have at least one inbound ticket email address configured.
- Ticket automations only apply to new tickets created through inbound emails, not on those tickets created from the website or the app.
- If multiple automations match a new email, then they will all be applied in order based upon the automation name.
Creating Your First Ticket Automation
- Click your name in the upper right-hand corner of the web app, then choose "Account Settings" from the drop-down. Click "Ticket Automation" in the left-hand sidebar.
- Give your automation a name to distinguish its intended use. (Automations will run in alphabetical order, so the name could start with a number to define which rules should happen first.)
- The IF conditions will determine whether this automation will run on the newly created ticket. Enter a search phrase, such as a domain name or keyword. Please note that the capitalization of the keyword will have no effect.
- Select which email fields the automation should look at. Options are: from address, subject, message body. Below is an example, to match on a sender's email address.
- THEN actions define what should happen to the ticket when the IF conditions are met.
- Press "Save." Your ticket automation is now active and will be applied to future emails that are received.