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You can set up automation rules to run on tickets when an agent acts on a ticket in real-time. Using automation rules with Custom Objects, you can perform ticket actions to update custom object records. This reduces the workload on your agents, as they don’t have to update records or other ticket fields manually. This will help your agents address high-priority issues faster and provide exceptional customer service. 


You must associate custom objects with tickets to start using custom object automations.


For example, if a new ticket is raised and an agent updates the ticket type, you can set automation rules such that the associated custom object record will be updated automatically.


Let’s say you are an eCommerce company that sells furniture online. Customers report problems with their orders/check their order status by raising a ticket, calling, or starting a chat with your support team. When an agent updates a ticket type to ‘Refund’, you can set up an automation rule so that the custom object record is updated based on the action taken. Here’s how you can do this:


  1. Go to Admin → Workflows → Automations → Ticket Updates tab

  2. Create a ‘New Rule’

  3. Under ‘When an action is performed by,’ select ‘Agent’

  4. Set the event condition as ‘Type’ is changed from ‘Any type’ to ‘Refund’

  5. Set the ticket properties as ‘In Order ID’ ‘if Price is greater than 0’ 

  6. Choose the action to be performed as ‘Update Order ID record’ ‘Set Refund status as’ ‘Refund requested’

  7. Hit Preview and Save



Now, when an agent updates a ticket type with Order ID ‘12345’ to ‘Refund,’ this automation rule will execute and update the relevant custom object record to ‘Refund requested.’ This way, your agents don’t have to update records manually. The custom object records will automatically get updated based on changes to the existing ticket, and your agents can get to resolving customer issues faster and more efficiently.


Click here to learn more about automation based on ticket updates in Freshdesk.