Send Email Templates Using Atera's Auto-Tags

Atera's ticket automation rules, combined with our AI auto-tagging, allow you to set actions that automatically trigger when certain ticket actions occur (e.g., new ticket created, ticket closed/resolved, ticket assignment changed). Possible actions include automated emails as well as automatic assignment of technicians and ticket fields.

For more information on auto-tagging and ticket automation rules, see Use Ticket Tags and Ticket Automation Rules

This article describes how to create a ticket automation rule that will send a custom email template to the ticket contact when the auto-tag is System / Login - Password Reset and the ticket title contains "adobe".
Notes: 

• You could also create specific Reset Password knowledge base articles (KBAs) — detailing these instructions — to attach to your email templates.
• To create this ticket automation rule, you first need to create the email template and/or KBA. For more information, see Create Email Templates and Create a Customized Knowledge Base for a Customer

To automatically send an email template to a contact based on a ticket's auto-tag:

1. From Admin, click Ticket Automation Rules.

The Ticket Automation Rules page appears. 

2. Click Add New Rule.

The Add Rule window appears. 

3. Give the rule a name and a description. 

4. Select New Ticket Created from the Trigger dropdown menu.

5. Decide if you want to ignore the flow.
Note: Selecting YES for Ignore Flow allows the rule to operate regardless of rule hierarchy or structure.

6. Make the rule active.

7. Click Add.

You're taken back to the Ticket Automation Rules page, where the newly created rule appears.
Note: We currently have 0 conditions and 0 actions assigned to this rule. For now, it does nothing. Let's change that.

8. Click the rule name. The rule's conditions and actions appear.

9. Set the conditions:

• Select Auto Ticket Tag from the Ticket Field dropdown menu.
• Select Equals from the Operator dropdown menu.
• Select System / Login - Password Reset from the Expected Value dropdown menu.
• Check the Must Match box. 
  Note: Checking Must Match specifies that the first AND second condition be met to trigger the action.
• Click Add.
  First condition added. For this example, we need a second condition.
• Select Ticket Title from the Ticket Field dropdown menu.
• Select Contains from the Operator dropdown menu.
• Include the term(s) in the Expected Value field.
• Check the Must Match box. 
• Click Add.

10. Set the action:

• Select Send an Email to Contact from the Action Type dropdown menu.
• Select your custom email template from the Related Field / Email Template dropdown menu.
• Click Add.

Aaand you're done! The rule is now active. Whenever a ticket is created with the conditions described above, an email template will be sent to the ticket contact.

See the ticket automation rule in action!