Set up commonly-used Ticket Automation rules

Ticket Automation Rules enable you to set actions that will automatically trigger when certain ticket actions occur (e.g., new ticket created, closed, updated). Learn how to set up a basic ticket automation rule as well as time-based ticket automation rules. You can create as many unique automation rules as you'd like, and this article explains how to set up some useful and commonly used rules.

Some other things you can do include:

• Notifying an assigned technician about missing custom field data
• Setting actions based on whether an 'event' occurred during or outside your business hours 
• Notifying the technician when the customer responds to their ticket
• Notifying the technician when the requester responds to their ticket

 

Stop end-user responses from reopening tickets

To stop end-user replies from reopening tickets:

1. From Admin (on the sidebar), click Ticket Automation Rules.

The Ticket Automation Rules page appears.

2. Click the Reopen Resolved Tickets Upon Response rule to expand it.

3. Click Manage Rule. The Edit Rule window appears.

4. Select No (under Active) to deactivate the rule. Then click Apply.

Done! Resolved tickets will no longer have their status changed to 'Open' when an end user responds.

 

Send an email to customers upon ticket creation

Send an email to requester upon ticket creation

To email customers upon ticket creation:

To email requester upon ticket creation:

1. From the left-hand panel click Admin.

The Ticket Automation Rules page appears.

Click Add New Rule.

The Add Rule form appears.

3. Enter details for the new rule:

• Rule Name
• Description: Can be the same as the Rule Name or more detailed
• Trigger: Choose the event that triggers the rule, in this case 'New Ticket Created'
• Ignore Flow: On the Automation Rules page, the rule listed first is dominant, so if it contradicts or conflicts with other rules beneath it, those rules will not apply. Ignore Flow allows this rule to operate regardless of rule hierarchy and structure. 

4. Click Add.

The Ticket Automation Rules page appears. The new rule is now visible.

5. Click the newly created Rule Name to expand the options.

The Conditions and Actions fields appear.

Note: Remember we already selected the trigger previously. We will now select what happens when a new ticket creation fires the trigger.

6. Select the Action Type: Send an Email to Contact

6. Select the Action Type: Send an Email to Requester

Note: If you would also like to send an email to the technician add a new Action and select the 'send email to technician' action type.

 

7. Select the related Email Template (learn how to create an email template).

8. Click Add. The new Action is added. You can use the Trash icon to delete an Action if required.

Important Note: If your customer replies to the automated email, you'll want their comment to appear on the existing ticket (not a new ticket, unintentionally created by the email).

Important Note: If your requester replies to the automated email, you'll want their comment to appear on the existing ticket (not a new ticket, unintentionally created by the email).

 

To ensure the comment is added to the existing ticket:

Begin the ‘New Ticket Created’ email template’s subject with the following snippet: [#{[Ticket Number]}]

Failure to do so will result in the creation of a new ticket if the customer replies to the automated email.

Failure to do so will result in the creation of a new ticket if the requester replies to the automated email.

Check out this video that explains how to create the New Ticket Created automation rule. 

 

Send an email to customers upon ticket close

Send an email to requester upon ticket close

To email customers upon closing of a ticket:

To email requester upon closing of a ticket:

1. Create another new rule following the steps above. This time our trigger will be 'Ticket Closed/Resolved'

 

2. Select the appropriate Action Type and Email Template (learn how to create an email template).

3. Click Add. 

 

Set auto-assignment of tickets to technicians in round-robin rotation, upon ticket creation

This will auto-assign new tickets to technicians in a round-robin rotation. The way this works is that for every incoming ticket, the system will determine the last ticket assigned to each technician in the rotation. The technician with the oldest previous assignment (lowest ticket ID) will be assigned the new ticket. 

To auto-assign new tickets:

1. Add another action in the 'new ticket created automation' rule.

2. Add Conditions:

• Action Type =  Set Field Value
• Related Field = Technician
• Value = Auto Assignment

 3. Click Add.

Note: You can exclude technicians from the round-robin rotation by creating and assigning them a role with the 'Ticketing Automated Assignment' permission turned off. Learn more about creating roles.

 

 

Set auto-assignment to a specific technician upon ticket creation

To set auto-assignment to a technician upon ticket creation:

1. Add another action in the 'new ticket created automation' rule.

 

2. Add Conditions:

• Action Type =  Set Field Value
• Related Field = Technician
• Value = Technician Name

Send an email to the technician upon ticket creation

To send an email to the technician upon ticket creation:

1. Add Action Type 'Send an Email to Technician', Choose a dedicated template from the 'Email template' dropdown.

2. If you want to send a notification to an additional email use the action 'Send an Email'.

3. Click Add.