Ticket rules

Ticket rule is a set of conditions that, when met, trigger one or more actions. Ticket rules are designed to help you with everyday, repetitive tasks and streamline your workflow. They’re easy to use and intuitive — no matter how technologically advanced you are. 

Ticket rules can lower the time spent on managing tickets. They enable you to respond more quickly and accurately to customer requests. Also, automation rules reduce errors caused by the human element and allow you to focus on challenging topics where the support of a real agent is needed.

Think about the tasks you’d like to automate as part of your ticketing work to get a job done. Write down the steps you need to take and proceed to rule planning.

When are rules triggered?

Rules are triggered whenever there’s a change to a ticket, including ticket creation. After each change, the conditions of the rule are reanalyzed, and when those conditions are met, the corresponding actions are executed.

Rules dashboard

To find the rules, navigate to Settings -> Routing and select the Ticket Rules category. 

In the rules dashboard, you can find a list of your turned-on and turned-off rules. Here, you can add, turn on, turn off, and manage rules, which include editing, duplicating, or deleting them.

Edit rule

You can edit the rule and all of its parts at any time. Simply click on the rule you want to edit to enter the actions and conditions view.

You don’t have to disable a rule to edit it. You can freely edit and change any part of an active rule. Remember to save all changes.

After editing and saving changes in the rule, it’ll remain in the same place on the list. 

Duplicate rule

Use the menu and select the "Duplicate" button to duplicate the rule along with its configuration.

Delete rule

To delete the rule, use the menu and select the Delete button.

Before making your request, you’ll see a message asking if you really want to delete it. After that, you’ll get confirmation that the rule has been deleted along with the whole configuration.

Adding rules

Before you start adding your new rule, pay attention to the order in which you create rules, as they’re ordered by creation sequence, so the rule created first will be executed first.

You can choose one of two available options:

1. Create a new custom rule.

2. Use rule templates grouped into many useful categories, such as auto-messaging, prioritizing and VIP, assignment, following, labeling, or status change

Custom rule

You can create a unique rule to suit your needs. To automate your processes, select the conditions that must be met to run the actions as well as the actions themselves. 

First, consider whether all or any of the conditions must be met. Next, choose the condition from the list.

Configure it according to your preferences, and fill in the available fields.

There are many conditions to choose from, categorized for easier rule configuration. If necessary, you can add another condition and adjust it right away. Select the “Add condition” button to do so.

All phrase-based conditions have a reverse selection option. These conditions can be set to "contains" or "does not contain" the phrase/string of characters you specified.

See examples of how rules work with a phrase and a string of characters as conditions:

1) When you select the phrase (case-sensitive):

If Text ticketing system is found in the ticket, it’ll match the phrases like ticketing system and Text, but not text, Ticketing, or ticket. The rule is that the phrase must be matched. The use of uppercase or lowercase letters is important here.

2) When you select the phrase:

If Text ticketing system is found in the ticket, it’ll match the phrases like ticketing system and Text, but not ticket. The rule is that the phrase must be matched.

3) When you select the string of characters (case-sensitive):

If Text ticketing system is found in the ticket, it’ll match all the words, that is, the ticket, ticketing system, Text, but not text, Ticketing, or Tickets. The use of uppercase or lowercase letters is important here. 

4) When you select a string of characters:

If Text ticketing system is found in the ticket, it’ll match all the words, that is, the ticket, Text, ticketing system. This is the former default, and it’s more permissive.

Specify the action

Now specify the action to be executed automatically if the conditions are met.

There are many actions you can choose from, divided into categories for better rule configuration:

If necessary, you can add another action and adjust it right away. Select the Add action button to do so.

Tips for Send message action

You can add the advanced “If parameter” when creating the rule related to the “Send message” action to avoid undesirable situations where the assigned agent field is blank or the name of the person submitting the ticket is unknown.

Use the “If parameter” below and place it in the message body to look professional. 

{{#ticket.agentName}}Agent: {{.}}{{/ticket.agentName}}
{{^ticket.agentName}}No agent name{{/ticket.agentName}}

Describing rule 

Name

Name your rule. To create a name, you can use the actions and the final effect caused by them. 

Description

In the Description field, briefly write what your rule covers. This helps you manage your rules. Additionally, your team can quickly understand their purpose by reading the description.

Options

Here, you can choose whether to enable or disable the rule after the configuration is complete.

When all fields are completed, select the Add rule button, and it’ll appear on your list. Every new rule is added to the bottom of the list. 

Rule templates

You can also use proven templates to speed up the configuration process. Think of them as a basis for working with rules. All rule templates are grouped into various useful categories, including auto-messaging, prioritizing and VIP, assignment, following, labeling, and status change.