- 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. |
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2. Then click Ticket Automation Rules. |
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The Ticket Automation Rules page appears.
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Click Add New Rule. |
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The Add Rule form appears. | |
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3. Enter details for the new rule:
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4. Click Add. |
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The Ticket Automation Rules page appears. The new rule is now visible. |
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5. Click the newly created Rule Name to expand the options. |
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The Conditions and Actions fields appear. |
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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 |
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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.
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7. Select the related Email Template (learn how to create an email template). |
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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).
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 |
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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'. |
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2. Select the appropriate Action Type and Email Template (learn how to create an email template). |
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3. Click Add. | |
Send a survey to customers upon ticket close |
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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'. |
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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 |
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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'. |
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3. Click Add. | |
Set auto assignment upon ticket creation |
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This will auto assign new tickets to technicians, in rotation.
To auto assign new tickets: |
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1. Add another action in the 'new ticket created automation' rule. | |
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2. Add Conditions:
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3. Click Add. | |
Set auto assignment to a technician upon ticket creation |
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To set auto assignment to a technician upon ticket creation:
1. Add another action in the 'new ticket created automation' rule. |
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3. Click Add. |