¶ Ticket automation
¶ Overview
This feature was developed to streamline ticket management for administrators. Automation enables administrators to work more efficiently and achieve better results.
¶ Creating a rule
In this section, you can create rules to automate operations with tickets.
Be attentive with the "Recurrently" option because if the logic of the rule is incorrect, it can reply to all tickets, even to "Closed".
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Current status - specify the ticket status the rule applies to (e.g., New, Work in progress, Resolved).
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Current condition - specify the ticket current condition the rule applies to (All, Opened, or Closed).
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Current priority - limit the rule to tickets with a specific priority. If left empty, the rule applies regardless of priority.
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Time passed - set a time threshold (in days, hours, or weeks) that must elapse before the rule is applied.
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Change status to - select the new ticket status when the rule is triggered. 'Do not change' leaves the status unchanged.
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Change priority to - select the new priority when the rule is triggered. 'Do not change' leaves the priority unchanged.
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Change state to - updates the ticket’s state if required. 'Do not change' preserves the existing state.
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Link labels - select labels associated with specific tickets.
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Rule priority - defines the execution order of this rule relative to other rules. Lower numbers are applied first.
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Recurrently - controls whether the rule can be applied multiple times to the same ticket.
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Action - specifies any additional action to perform when the rule is triggered. None indicates no extra action.
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Apply to tickets created after - limits the rule to tickets created after the specified time.
¶ Example
We want to close tickets automatically, and reply with a canned response to a customer if the ticket has a status of "Waiting on customer" for more than 7 days.
We can achieve this goal by adding the following rule:
If this rule is created, all tickets with a "Waiting on customer" status with a period of the last update being more than 7 days ago, the ticket will be closed automatically and the customer will receive an email with the text that this ticket was closed due to a lack of activity for more than 7 days (a canned response with this text should be previously created).