Help CenterTo save you time and streamline your day-to-day support operations, you can set alerts to automatically create tickets for your customers.
Note: To set automated ticket creation on alerts, you'll first have to create an alert threshold profile
It's important to ensure that the alerts you receive are associated with a contact (and customer). If not, the automated tickets will enter your system as 'Undefined' — meaning you'll have to assign them manually. For a smoother experience, we recommended setting an association from the beginning. There are multiple ways to associate alerts with the correct contact/customer. We recommend setting a main contact for each customer. You could also assign each individual contact to their device
Once you're done, you're ready to set up automated ticket creation
To set a main contact for a customer:
1. From Customers, on the side panel, select your customer.
The customer's page appears.
2. From the Contact's tab, select the contact (or create a new one).
The contact's page appears.
3. Check the box next to Set as Main Contact. Now all alerts received (and tickets automatically opened) will be assigned to the correct customer.
Now you can set up your automated ticket creation
To assign each individual contact to their agent/device:
1. From Customers, on the side panel, select your customer.
The customer's page appears.
2. From the Contact's tab, select the contact (or create a new one).
The contact's page appears.
3. Click Select Agent, to assign the contact to their agent/device. The Select Agent screen appears.
4. Select the agent/device from the dropdown menu. Then click Apply. The contact is now assigned to the agent/device.
Now you can set up your automated ticket creation
To set up automated ticket creation:
1. From Admin, on the side panel, click Alerts.
The Alerts page appears.
2. Toggle on Automated ticket creation.
3. Select your customers from the associated dropdown menus to automatically create tickets from 'Critical' and/or 'Warning' alerts.
3. Click Save.
Nice! Automated ticket creation from alerts is now active for the selected customers.
Ilana Wolf