Use Ticket Automation Rules

To email customers upon ticket creation:

1. From the left-hand panel click Admin.

2. Then click Ticket Automation Rules.

The Ticket Automation Rules page appears.

Click Add New Rule.

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 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.

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).

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).

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 results in the creation of a new ticket if the customer replies to the automated email.

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).

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.

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'.

Set auto assignment upon ticket creation

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

To auto assign new tickets:

2. Add Conditions:

• Action Type =  New Ticket Created
• Related Field = Technician
• Value = Auto Assign

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.