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In processing a limited number of ticket types, you may often find yourself repeating the same set of actions. For example, for a ticket related to refunds, you may:
- Tag the ticket as Refund,
- Assign the ticket to the Refunds group, and
- Set the status of the ticket to Processing Refund.
Instead of doing these repeatedly, you can create a macro command using Scenarios and execute them in a single action.
The article contains: |
Create a scenario
- Go to Admin | Agent Productivity > Scenario Automations.
- Click New Scenario.
- Enter an appropriate name and description.
- Under Actions, add the steps to perform in order. Select the task and choose the corresponding action from the given dropdowns.
- For example, to set ticket priority to High, select Set Priority in the first dropdown and select High in the second.
- Select the availability of the scenario. You can make it visible just for you, all agents, or others in your group.
- Click Save.
The list of created scenarios is displayed on the Scenario Automations page. You can duplicate, edit, or remove an existing entry by hovering over it and clicking Clone, Edit, or Delete respectively.
List of scenario actions
The set of actions you can perform using Scenario Automation are:
| Action | Description |
|---|---|
| Set priority as | Assign a priority to the ticket. You can use the default values, such as Low, Medium, High, Urgent, or assign a custom priority. |
| Set type as | Add the type of the ticket. You can apply a default type, such as Question, Incident, or Problem, or add a custom value. |
| Set Status as | Set the ticket status. Use a default ticket status, such as Open, Closed, etc, or apply a custom status. |
| Set Reply as | Add a ticket reply and use it as a canned response while replying to your customers. When you create a scenario automation with this action, the Reply editor for the relevant ticket on the Ticket Details page will be prefilled with this reply. However, the action will not be executed immediately. This allows agents to review and adjust the prefills before sending the reply.  Note: You can execute scenario automations with the "Set Reply as" action only from the Ticket Details page and not from the Ticket List page. |
| Add Note | Automatically add a note to the ticket. Enter the required content in the description box. You can also use placeholders. You can also choose to add it as a private note and not notify the requester. |
| Add Tag | Add a tag to the ticket. You can add an existing or create a new tag. |
| Add Watcher | Add a watcher to the ticket. |
| Assign to agent | Assign the ticket to any other team member. Select the required agent names from the drop-down. |
| Assign to group | Assign the ticket to another group or team. Select the required group names from the drop-down. |
| Assign to product | Assign the ticket to another group or team. Select the required product names from the drop-down. |
| Send Email to Group | Send an email to a specific group. Select the required group, and add the subject and description. You can also insert placeholders. |
| Send Email to Agent | Send an email to another team member. Select the agent name, and add the subject and description. You can also insert placeholders. |
| Send Email to Requester | Send an email to another team member. Select the agent name, and add the subject and description. You can also insert placeholders. |
| Delete the ticket | Use this to delete the ticket. |
| Mark as Spam | Use this to mark a ticket as spam. |
| Set Reference Number as | Add a reference number to the ticket. |
Execute Scenarios
Use a scenario in a single ticket
- Open a ticket and from the action bar, click More actions | Execute scenarios.
- From the Execute scenarios panel, search for your scenario, hover over it, and click Execute.
- The macro will be completed and you’ll receive a confirmation message saying “Scenario executed”.
Bulk execute scenarios
- From the Tickets tab, select the relevant tickets by clicking on the checkmark to their left.
- Click Scenarios from the list of buttons above the tickets list and choose your scenario.
- The macro will be completed and you’ll receive a confirmation message saying “Scenario executed”.
Manage scenarios
Admins can provide permissions to manage personal or shared scenarios using roles.
- Go to Admin | Roles and choose a role, e.g. Supervisor.
- Under Scenario Automation, you can change the permission to:
- Manage personal scenario automations: Agents may create scenarios only visible to them. They can execute personal and shared scenarios. They cannot manage (view, clone, modify, or delete) shared scenarios.
- Manage shared scenarios automations: Agents may create personal or shared scenarios. They can execute and manage both types of scenarios
