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This article provides a comprehensive set of examples of automation rules that run on ticket updates.
Automation rules that run on ticket updates let you automate actions when specific events occur. For a general overview of automation rules for ticket updates, refer to Setting up automation rules to run on Ticket Updates.
Here's a list of usecases for ticket updates:
- How to address tickets based on CSAT responses?
- How to notify agents when a ticket is deleted?
- How to prevent specific agents from closing the tickets?
- How to notify customers about agents who are out of office?
- How to add tags for merged tickets?
- How to notify an agent if a note is added to a ticket by a third party?
- How to send CSAT surveys to customers
- How to receive notifications for tickets that are assigned to another agent?
- How to automatically send email notifications?
How to address tickets based on CSAT responses?
Customer Satisfaction (CSAT) surveys are a commonly used key performance indicator to track your support experience with the customers. With automation rules, you can automate workflows based on the CSAT survey responses. For example:
- For each negative feedback received for a group (for example, support team), reopen the tickets and reassign the ticket to another team or agent
- For each positive feedback, send a thank you note to customers.
- Go to Admin > Workflows > Automations.
- Click New Rule from the Ticket Updates tab and enter the rule name.
- Choose the following events, conditions, and actions:
When an action performed by > Requester
Event: Customer feedback is > Extremely dissatisfied
Condition: Choose the condition based on which you want to trigger the rule. For example, you can choose In Tickets -> If Group -> is -> Enter the group name. Example: Support, Sales.
Operator: Match Any of the below conditions
Action 1: Set status as > Open.
Action 2: Send Email to Agent, choose agent, and customize the email.
- Click Preview and Save.
- After you preview the rule, click Save and enable.
How to notify agents when a ticket is deleted?
Automatically alert agents whenever a ticket is deleted and help them stay updated on ticket updates.
- Go to Admin > Workflows > Automations.
- Click New Rule from the Ticket Updates tab and enter the rule name.
- Choose the following events, conditions, and actions:
When an action performed by > Agent
Event: Ticket is > Deleted
Operator: Match Any of the below conditions
Action: Send Email to the group and choose the preferred group.
Customize the email subject and description according to your requirements. You can also use placeholders for your emails. - Click Preview and Save.
- After you preview the rule, click Save and enable.
How to prevent specific agents from closing the tickets?
You can create an automation rule to reopen any ticket that is closed by specific agents.
- Go to Admin > Workflows > Automations.
- Click New Rule from the Ticket Updates tab and enter the rule name.
- Choose the following events, conditions, and actions:
When an action performed by -> Agent and choose the agent name.
Event: Involves any of these events -> Status is changed -> from any status -> to closed.
Condition: Choose the conditions you want to match. For example, you can select tickets that have high priority.
Operator: Match Any of the below conditions
Action: Set status as -> Open. Click Preview and Save.
After you preview the rule, click Save and enable.
How to notify customers about agents who are out of office?
If one of your agents is out of the office and you wish to notify the customers when they reach out to you during their non-business hours, you can quickly set up automation rules to notify them.
- Go to Admin > Workflows > Automations.
- Click New Rule from the Ticket Updates tab and enter the rule name.
- Choose the following events, conditions, and actions:
When an action performed by -> Requester.
Event: Reply is sent
Condition: In Tickets -> If assigned agent is -> Choose the agent name.
Toggle the check agent status option and choose is out of office -> any number of days
Operator: Match Any of the below conditions
Action: Send Email to requester.
Customize the email subject and description according to your requirements. You can also use placeholders for your emails. - Click Preview and Save.
- After you preview the rule, click Save and enable.
How to add tags for merged tickets?
While it's not feasible to filter all merged tickets directly, you can create an automation rule that automatically assigns tags to a ticket as soon as they are merged. This allows you to indirectly identify and manage merged tickets through the assigned tags.
- Go to Admin > Workflows > Automations.
- Click New Rule from the Ticket Updates tab and enter the rule name.
- Choose the following events, conditions, and actions:
When an action performed by -> Agent.
Event: Involves any of these events -> Note is added ->Any
Condition: In Tickets -> Last Interaction -> contains > Enter merged into
Operator: Match Any of the below conditions
Action: Add Tag and enter the tag name. Click Preview and Save.
After you preview the rule, click Save and enable.
Once this is done, you can automatically filter all tickets with the tag you entered.
How to notify an agent if a note is added to a ticket by a third party?
By default, we do not have a built-in email notification for agents that can be sent when notes are added by a third party. However, you can set up an automation rule to notify agents when notes are added by external sources, ensuring they stay informed about relevant updates.
- Go to Admin -> Workflows -> Automations.
- Click New Rule from the Ticket Updates tab and enter the rule name.
- Choose the following events, conditions, and actions:
When an action performed by -> Agent or requester.
Event: Note is added ->Private note
Condition: None
Operator: Match Any of the below conditions
Action 1: Set status as -> Open
Action 2: Send email to agent -> Assigned agent.
Customize the email subject and description according to your requirements. You can also use placeholders for your emails. - Click Preview and Save.
- After you preview the rule, click Save and enable.
How to send CSAT surveys to customers
Send CSAT surveys to customers based on different scenarios. Here are a few examples:
- Trigger post-resolution surveys: Automatically send CSAT surveys whenever a ticket is resolved. You can also choose the group for which you want to receive feedback.
- Receive team-specific feedback: Create rules to send CSAT surveys based on the team that resolved the ticket. For example, if the billing team handles a ticket, the rule triggers a CSAT survey specific to the billing team. This ensures that every resolved ticket prompts a satisfaction survey for the customer.
- Go to Admin -> Workflows -> Automations.
- Click New Rule from the Ticket Updates tab and enter the rule name.
- Choose the following events, conditions, and actions:
When an action performed by -> Agent.
Event: Status is changed -> Any status -> Resolved
Condition: In tickets -> If Group -> Is -> Enter the Group name. For example, Support
Operator: Match Any of the below conditions
Action: Send email to Requester
Customize the email subject and description according to your requirements. Make sure to add the survey link. - Click Preview and Save.
- After you preview the rule, click Save and enable.
Notes:
Ensure that the CSAT option is enabled.
- Make sure that the requester is not an agent. If the requester is an agent, the CSAT link will not be sent.
- If the rule is set to send the CSAT only when the ticket is set to resolved status, the rule triggers even if the ticket’s status is 'closed'. This is because if the ticket is directly set to closed, then the resolved and closed time will be updated as the same timestamp.
How to receive notifications for tickets that are assigned to another agent?
To receive notifications about any updates on specific tickets that are not assigned to you or that you are not a part of, you can add yourself as a 'Watcher' on the ticket page. Alternatively, you can automate this by setting up an automation rule.
- Go to Admin -> Workflows -> Automations.
- Click New Rule from the Ticket Updates tab and enter the rule name.
- Choose the following conditions and actions:
When an action performed by > Requester.
Event: Involves any of these events > Reply is sent.
Condition: In tickets > if Requester email > is > Enter the requester email id.
Operator: Match Any of the below conditions
Action: Send email to agent and choose your name.
Customize the email subject and description according to your requirements. You can also use placeholders for your emails. - Click Preview and Save.
After you preview the rule, click Save and enable.
How to automatically send email notifications for specific events?
With automation rules, you can send reminder emails based on specific events. For example:
- Send emails to specific groups whenever tickets are created/updated. This helps agents save time and quickly follow up on them.
- Notify your customer whenever the ticket’s priority changes. For example, you can notify customers, whenever the priority of a ticket changes from Low to High.
- Go to Admin -> Workflows -> Automations.
- Click New Rule from the Ticket Updates tab and enter the rule name.
- Choose the following conditions and actions:
When an action performed by -> Agent or Requester.
Event: Status is changed -> From Any Status -> To Closed or Resolved
Condition: In tickets -> if Group -> is -> Enter the Group name.
Operator: Match Any of the below conditions
Action: Send email to Requester
Customize the email subject and description according to your requirements. - Click Preview and Save.
- After you preview the rule, click Save and enable.
