Ticket automation rules enable you to set actions that automatically trigger when certain ticket actions occur (e.g., new ticket created, closed, updated).
This article explains the Ticket Automation Rule 'AI Auto-Tags' condition which enables you to automate various actions based on specific automated ticket tags.
Possible actions include automated emails, technician auto-assignment, and setting ticket priorities.
Create ticket automation rule
1. Go to Admin > Support and ticketing > Ticket automation rules.
The Ticket Automation Rules page appears.
2. Click Create new rule.
The Create new rule window appears.
3. Now, follow the directions below for which commonly-used AI auto-tagging automation rule you'd like to set up.
Automatically assign a technician
One typical use case enables creating a rule to assign a specific technician to tickets with a specific AI auto-tag such as Hardware/Printing Device.
1. To automatically assign a technician based on AI auto-tags, fill in the following rule details. Then click Save:
- Rule name: Assign technician based on AI auto-tag
- Description: Assign specific technician to tickets with the 'Hardware/Printing Device' auto-tag
- Trigger: New ticket created
- Enable rule: Yes
- Always run: Yes
2. Add the following condition to check for the auto-tags:
- Field: Auto Ticket Tag (BETA)
- Operator: Equals
- Value: Hardware/Printing Device
Note: Optionally repeat this step to add multiple auto-tags. If you want the rule to trigger only when all tags are on the ticket, check the Must match box for the tags that apply. Otherwise, leave Must match unchecked to trigger the rule when at least one tag is on the ticket.
3. Add the following action to assign the technician:
- Action: Set field value
- Related Field: Technician
- Value: Select a technician
The rule is now active. When a newly-created ticket is auto-tagged with your selected tag, the ticket will automatically be assigned to the specified technician.
Set ticket priority based on auto-tags
One typical use case enables creating a rule to change the priority of a ticket to Critical when the auto-tag is Security / Antivirus.
1. To automatically set a ticket's priority based on AI auto-tags, fill in the following rule details. Then click Save:
- Rule name: Set critical priority for AV tickets
- Description: Set priority to Critical if a new ticket is auto-tagged relating to security
- Trigger: New ticket created
- Enable rule: Yes
- Always run: Yes
2. Add the following condition to check for the auto-tags:
- Field: Auto Ticket Tag (BETA)
- Operator: Equals
- Value: Security / Antivirus
Note: Optionally repeat this step to add multiple auto-tags. If you want the rule to trigger only when all tags are on the ticket, check the Must match box for the tags that apply. Otherwise, leave Must match unchecked to trigger the rule when at least one tag is on the ticket.
3. Add the following action to set the priority:
- Action: Set field value
- Related Field: Priority
- Value: Critical
The rule is now active. When a ticket is created with the condition described above, the ticket's priority will be assigned Critical, regardless of its prior assignment.
Send emails based on auto-tags
One typical use case enables creating a rule to send an email template with the relevant log in instructions to the user when the ticket includes the System / Login - Password Reset, and the ticket title contains 'Adobe.'
1. To automatically send an email based on AI auto-tags, fill in the following rule details. Then click Save:
- Rule name: Send adobe login reset
- Description: Send adobe login reset instructions for new tickets with auto-tags
- Trigger: New ticket created
- Enable rule: Yes
- Always run: Yes
2. Add the following conditions to check for the auto-tags:
Auto-tag condition:
- Field: Auto Ticket Tag (BETA)
- Operator: Equals
- Value: System / Login - Password Reset
Title condition:
- Field: Ticket title
- Operator: Contains
- Expected value: Adobe
3. Add the following action to send the email:
- Action: Send email to user
- Email template: Select your associated template, or learn how to create an email template.
The rule is now active. When a ticket is created with the condition described above, the selected email template will be sent to the user.
Send emails based on auto-tags
One typical use case enables creating a rule to send an email template with the relevant log in instructions to the contact when the ticket includes the System / Login - Password Reset, and the ticket title contains 'Adobe.'
1. To automatically send an email based on AI auto-tags, fill in the following rule details. Then click Save:
- Rule name: Send adobe login reset
- Description: Send adobe login reset instructions for new tickets with auto-tags
- Trigger: New ticket created
- Enable rule: Yes
- Always run: Yes
2. Add the following conditions to check for the auto-tags:
Auto-tag condition:
- Field: Auto Ticket Tag (BETA)
- Operator: Equals
- Value: System / Login - Password Reset
Title condition:
- Field: Ticket title
- Operator: Contains
- Expected value: Adobe
3. Add the following action to send the email:
- Action: Send email to contact
- Email template: Select your associated template, or learn how to create an email template.
The rule is now active. When a ticket is created with the condition described above, the selected email template will be sent to the contact.
