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 Add New Rule.
The Add Rule window appears. 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 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:
- 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
- Ignore Flow: Yes
- Active: Yes
2. Create the Condition to check for the auto-tags. Then click, Add.
- Ticket Property: Auto Ticket Tag (BETA)
- Operator: Equals
- Expected value: Hardware/Printing Device
Note: Optionally repeat this step to add multiple auto-tags. If you want the the rule to trigger only when all tags are on the ticket, select Must match for the tags that apply. Otherwise, leave Must match empty to trigger the rule when at least one tag is on the ticket.
3. Create the Action to assign the technician:
- Action type: Set field value
- Related Field: Technician
- Value: Select a technician
4. Click Add.
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:
- 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
- Ignore Flow: Yes
- Active: Yes
2. Create the Condition to check for the auto-tags. Then click, Add.
- Ticket Property: Auto Ticket Tag (BETA)
- Operator: Equals
- Expected value: Security / Antivirus
Note: Optionally repeat this step to add multiple auto-tags. If you want the the rule to trigger only when all tags are on the ticket, select Must match for the tags that apply. Otherwise, leave Must match empty to trigger the rule when at least one tag is on the ticket.
3. Create the Action to set the priority:
- Action type: Set field value
- Related Field: Priority
- Value: Critical
4. Click Add.
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.'
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 set a ticket's priority based on AI auto-tags, fill in the following rule details:
- Rule name: Send adobe login reset
- Description: Send adobe login reset instructions for new tickets with auto-tags
- Trigger: New ticket created
- Ignore Flow: Yes
- Active: Yes
2. Create the Condition to check for the auto-tags. Then click, Add.
Auto-tag condition:
- Ticket Property: Auto Ticket Tag (BETA)
- Operator: Equals
- Expected value: System / Login - Password Reset
Title condition:
- Ticket Property: Ticket title
- Operator: Contains
- Expected value: Adobe
3. Create the Action to send the email:
- Action type: Send email to user
- Action type: Send email to contact
- Email template: Select your associated template, or learn how to create an email template
4. Click Add.
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.
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.
