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Use Automation Rules

Ticket Automation Rules allow you to set actions that will automatically trigger when certain ticket actions (e.g., new ticket created) occur. You can create as many unique automation rules as you'd like. This article explains how to set up some useful and commonly used automation rules, such as how to:
 
  • Send an email to customers upon ticket creation
  • Send an email to customers upon ticket close
  • Send a survey to customers upon ticket close
  • Send an email to the technician upon ticket creation
  • Auto assign a ticket to technicians (in rotation), upon ticket creation
  • Set auto assignment to a specific technician, upon ticket creation

 

Send an email to customers upon ticket creation

 

To email customers upon ticket creation:

 

1. From the left hand panel click Admin.

 

2. Then click Automation Rules.

The 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 Rule Name or more detailed
  • Event: Choose the event that will trigger the rule
  • Ignore Flow: On the Automation Rules page, the rule listed first is dominant (e.g if 'email connection allowed' is the first rule, then rules underneath will not apply. Ignore Flow allows this rule to operate regardless of rule hierarchy and structure.

4. Click Add.

The 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 email to contact

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

 

 

Send an email to customers upon ticket close

 

To email customers upon closing of a ticket:

1. Create another new rule following the steps above. This time our trigger will be 'When ticket closed'.

 

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

 
3. Click Add. 

 

 

Send a survey to customers upon ticket close

 

To send a survey to customers upon closing of a ticket:

1. Create a new rule following the steps above. The trigger will be 'When ticket closed'.

2. Select the Action Type Send Survey to Contact.

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3. Click Add.

 

 

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.

 

 

Set auto assignment upon ticket creation

This will auto assign new tickets to technicians, in rotation.

 

To auto assign new tickets:

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

2. Add Conditions:

  • Action Type =  New Ticket Created
  • Related Field = Technician
  • Value = Auto Assign
 3. Click Add.

 

 

Set auto assignment to a 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 =  New Ticket Created
  • Related Field = Technician
  • Value = Technician Name
3. Click Add.
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