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    Commonly-used ticket automation rules

    Emma Greszes
    Set automatic actions triggered by certain ticket activity and conditions. 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.

     

    Create ticket automation rule

    1. Go to Admin > Support and ticketing > Ticket automation rules.

    The Ticket Automation Rules page appears.

    Create new rule button.png

    2. Click Create new rule.

    The Create new rule window appears.

    Create new rule window.png

    3. Now, follow the instructions below for which commonly-used automation rule you'd like to set up.

     

    Notify technician about missing custom field data

    1. To notify an assigned technician about missing custom field data on a ticket, fill in the following rule details. Then click Save:

    • Rule name: Missing custom field
    • Description: Notify technician of a missing custom field in new ticket
    • Trigger: New ticket created
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following condition to check if a custom field is empty:

    • Field: Your specific custom field name
    • Operator: Is Empty

    Note: Optionally repeat this step to add multiple custom fields. If you want the rule to trigger only when multiple custom fields are empty, check the Must match box for the fields that apply. Otherwise, leave it unchecked to trigger the rule when at least one field is empty.

    3. Add the following action to send the email notifying the technician:

     

    Notify technician of a ticket created outside business hours

    1. To notify a technician about a ticket created outside of business hours, fill in the following rule details. Then click Save:

    • Rule name: Ticket outside business hours
    • Description: Notify technician of a ticket created outside of business hours
    • Trigger: New ticket created
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following condition to check if the time of the ticket creation is outside of designated business hours:

    • Field: Event trigger time
    • Operator: Is on calendar
    • Value: Select your business hours.

    Note: The Assigned calendar option is the one associated with the SLA of the site whose ticket triggered the rule.

    3. Add the following action to send the email notifying the technician:

     

    Change ticket status on user's reply

    1. To change the status of a ticket when a user replies, fill in the following details. Then click Save:

    • Rule name: Change the status on user's reply
    • Trigger: Ticket requester responded
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following action to change the status of the ticket:

    • Action: Set field value
    • Related Field/Email Template: Status
    • Value: Open
    Change ticket status on user's reply

    1. To change the status of a ticket when a user replies, fill in the following details. Then click Save:

    • Rule name: Change the status on user's reply
    • Trigger: Ticket contact responded
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following action to change the status of the ticket:

    • Action: Set field value
    • Related Field/Email Template: Status
    • Value: Open

     

    Notify technician when a requester responds

    1. To notify a technician when a requester responds on a ticket, fill in the following rule details. Then click Save:

    • Rule name: Automatic ticket response notification
    • Description: Notify technician of a requester response
    • Trigger: Ticket requester responded
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following action to send the email notifying the technician:

    Notify technician when a contact responds

    1. To notify a technician when a contact responds on a ticket, fill in the following rule details. Then click Save:

    • Rule name: Automatic ticket response notification
    • Description: Notify technician of a contact response
    • Trigger: Ticket contact responded
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following action to send the email notifying the technician:

     

    Send an email to customer when a ticket is closed

    1. To email customers when a ticket is closed, fill in the following rule details. Then click Save:

    • Rule name: Ticket Closed
    • Description: Send email to customer when ticket is closed
    • Trigger: Ticket closed / resolved
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following action to send the email:

    Send an email to requester when a ticket is closed

    1. To email requester when a ticket is closed, fill in the following rule details. Then click Save:

    • Rule name: Ticket Closed
    • Description: Send email to user when ticket is closed
    • Trigger: Ticket closed / resolved
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following action to send the email:

     

    Send a survey to customer when a ticket is closed

    1. To send a survey to the customer when a ticket is closed, fill in the following rule details. Then click Save:

    • Rule name: Send survey
    • Description: Send survey to customer when ticket is closed
    • Trigger: Ticket closed / resolved
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following action to send the survey:

    • Action: Send survey to contact
    Send a survey to requester when a ticket is closed

    1. To send a survey to the requester when a ticket is closed, fill in the following rule details. Then click Save:

    • Rule name: Send survey
    • Description: Send survey to user when ticket is closed
    • Trigger: Ticket closed / resolved
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following action to send the survey:

    • Action: Send survey to requester

     

    Automatically assign new tickets to a specific technician

    1. To automatically assign a technician when a new ticket is created, fill in the following rule details. Then click Save:

    • Rule name: Assign technician
    • Description: Assign a specific technician when a new ticket is created
    • Trigger: New Ticket Created
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following action to assign the ticket:

    • Action: Set Field Value
    • Related Field: Technician
    • Value: Select a specific technician

    Note: The Auto Assignment value option will assign technicians in a round robin order. Only technicians with the Include in auto-assignment (Admin > Users and security > Access roles) permissions will be included in the round robin assignment.

     

    Send an email to the technician when a ticket is created

    1. To send an email to the assigned technician when a new ticket is created, fill in the following rule details. Then click Save:

    • Rule name: Email technician
    • Description: Email the assigned technician when a new ticket is created
    • Trigger: New Ticket Created
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following action to send the email:

    Note: To send an email to an additional address use the action Send an Email, and enter one or multiple addresses separated by a comma.

     

    Ticket automation rules with technician groups

    Technician groups can be used in ticket automation rules as a trigger (Technician Group Assignment Changed), a ticket property of a condition, or a field value of an action. Learn more about technician groups.

    Groups can be used in automation rules to assign specific tickets to a designated group of technicians.

    For example, if a new ticket is created with a 'New hire' ticket form, you can automatically assign it to the HR queue, or when a new ticket is created from an email sent to your primary support address, you can automatically assign it to the tier 1 technicians.

    You can also create rules that are triggered by a group assignment change, like notifying a manager when a ticket is escalated to tier 2 technicians.

     

    Assign tickets with a ticket form to a group in a round-robin

    1. To assign a ticket with a ticket form to a group in a round-robin, fill in the following rule details. Then click Save:

    • Rule name: New hire ticket
    • Description: Assign new hire tickets to HR
    • Trigger: New Ticket Created
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following condition to check the ticket form:

    • Field: Ticket Form
    • Operator: Equals
    • Value: Select a ticket form. Learn more

    3. Add the following action to assign the ticket to the group:

    • Action: Set Field Value
    • Related Field: Technician Group
    • Value: Select a technician group

    4. Add the following action to assign the ticket in a round-robin:

    • Action: Set Field Value
    • Related Field: Technician
    • Value: Auto Assignment

    Note:

    • The order when creating actions is crucial when using groups. The group assignment action must be entered first, followed by any other action to be executed by the automation rule.
    • The Auto Assignment value option will assign technicians in a round robin order. Only technicians with the Include in auto-assignment (Admin > Users and security > Access roles) permissions will be included in the round robin assignment.

     

    Assign ticket from support address to a technician group

    1. To assign a ticket from the support email address to tier 1 technicians, fill in the following rule details. Then click Save:

    • Rule name: Assign tickets to tier 1 group
    • Description: Assign tickets from the support address to tier 1
    • Trigger: New Ticket Created
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following condition to check the email source of the ticket:

    • Field: From user email
    • Operator: Equals
    • Value: Enter your support address. Learn more about how to set up a primary support address.

    3. Add the following action to assign the ticket to the group:

    • Action: Set Field Value
    • Related Field: Technician Group
    • Value: Select a technician group

     

    Send an email to manager when ticket group assignment changed

    1. To notify a manager when a ticket is escalated to tier 2, fill in the following rule details. Then click Save:

    • Rule name: Notify manager of escalation
    • Description: Send email to manager when ticket is escalated to tier 2
    • Trigger: Technician Group Assignment Changed
    • Enable rule: Yes
    • Always run: Yes

    2. Add the following condition to check if the Technician group is Tier 2:

    • Field: Technician Group
    • Operator: Equals
    • Value: Select group name

    3. Add the following action to notify the manager:

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