Tickets automation allow you to make automatic changes within existing tickets. You can specify conditions that will trigger appropriate actions on a ticket depending on the status of the ticket, the last response or the date the ticket was closed. Using this option, you can, for example, set to raise the priority and escalate the issue to another User after a certain period of time since the customer's last message.
Wejdź w Administration → Tickets → Tickets automation.
How do ticket automations work?
Automations are determined based on the condition "when → to (Triggers → Actions)", that is, if the ticket meets the condition then the defined action will be executed.
To add a new automation, click on the button.
Automation works for all unclosed tickets, triggered once an hour.
First, define the trigger that will set off the action:
- Status is - status of the ticket for which the automation is to work,
- Status other than - checks if the status of the ticket is different from that given,
- The category is - the category of the ticket for which the automation is to work,
- The queue is - queue for which automation is to be performed,
- Last agent response older than - specifies in hours the condition for the agent's last response,
- Last customer response older than - specifies in hours the condition for the customer's last response,
- Ticket older than - specifies in hours the condition for the created ticket,
- Ticket closed longer than - specifies in hours the condition for the closed ticket.
Next, we set the action to execute for the defined trigger: