The Dispatch'r rules run on every incoming ticket and perform actions based on previously-specified conditions. The Dispatch'r lets you automate actions such as:

  • Assigning tickets to the right agents
  • Setting status, priority, and type
  • Sending email notifications to agents and requesters
  • Deleting tickets or marking them as spam


These actions can be performed on a ticket either on the basis of ticket properties, or which company/contact created the ticket. Here are the three kind of fields 

and what they mean:


Icon
Name
Where to find it
Visibility



 Ticket fields are the properties of a ticket such  as ticket status, priority, subject, description,  etc.
Admin > General Settings > Ticket Fields
Agents and customers (customers can see and edit fields allowed by helpdesk in the ticket form)



Contact fields are the properties of the requester of the ticket, such as requester email, timezone etc.
Admin > General Settings > Customer Fields > Contacts
Agents and customers (customers can see and edit fields allowed by helpdesk in profile settings)



Company fields are the properties of the company of the ticket requester, such as company name, domain etc.
Admin >  General Settings > Customer Fields > Companies
Agents


By default, the ticket fields will be selected. Under Select condition, all default and custom fields related to the chosen field will be populated.


A quick guide for creating a Dispatch’r rule

  • Log into the helpdesk portal.

  • Go to Admin on the left panel > Helpdesk Productivity > Dispatch'r

  • Click on New Rule

  • Enter an appropriate name and description for the rule you'd like to create.

  • Create Conditions which act as a trigger for this particular rule.

    • Choose the type of field using the buttons (ticket, contacts or company).

    • Select the field you want from the dropdown list.

    • Specify whether all conditions need to be matched to trigger the rule, or just one.

  • Under Actions, choose the action which should be taken on the ticket once the rule is triggered.

    • If you'd like to send a notification email, you can use placeholders to help frame the content.




    • Add multiple conditions/actions by clicking on the + button, and delete rules using the - button. 
    • Rearrange conditions/actions by hovering over the menu button next to the -.


  • Once you've finished setting up all the conditions and actions, click Save.

As an example, here's a rule that filters tickets sent by unhappy customers with high revenue, sets their status to Urgent, and assigns them to a particular agent - let's call him David:




You can also use the options in the dropdown list to set up a combination of AND and OR conditions in the rules. This can be very useful while setting up rules for complex workflows - for example, here's a rule that sends a notification to an assigned agent when the ticket priority is Urgent/High, the ticket type is a Query/Problem, and the source is Email:




The Skip new ticket email notifications option under Actions will come in handy when the 'New ticket created' email notification is not required, based on specific conditions.


For example, in case you receive multiple tickets that are ads or brochures from no-reply email addresses, you'll want to close them and mark as spam automatically, while also making sure that your agents aren't spammed with the notification email indicating that a new ticket has been created. In this case, you can use the configuration shown below:


Multiple Dispatch'r rules

  • You can create multiple Dispatch'r rules to assign different kinds of tickets to different teams.
  • All the rules created will be visible under Admin > Dispatch'r, where they can be activated, deactivated, edited or deleted. 
  • The order of the rules is very important because, on any ticket, only the first matching rule will be executed.
  • When more than one rule is activated, a reorder button appears - you can use it to drag and drop the rules in the order you'd like.



Note: The Dispatch'r rule will not be executed on deleted tickets and those that are marked as spam, upon ticket creation.


The Dispatch'r rules run on every new ticket coming in and perform actions based on conditions specified. You can use the Dispatch'r to

  • Assign ticket to right agent
  • Set status, priority, and type
  • Send email notifications to agents and requesters
  • Delete tickets or mark them as spam

and much more. 


These actions can be performed on a ticket if it matches certain ticket properties or based on which company/contact created the ticket. Here are the three kind of fields and what they mean:


Icon
Name
Where to find it
Visibility



Ticket fields are properties of a ticket, like a ticket status, priority, subject, description, etc.
Admin >  General Settings > Ticket Fields
Agents and Customers.

Customers can see and edit fields allowed by helpdesk in the ticket form.



Contact fields are properties of the requester of the ticket like requester email, timezone etc.

Admin >  General Settings > Customer Fields > Contacts
Agents and Customers.

Customers can see and edit fields allowed by helpdesk in profile settings.



Company fields are properties of the company of the ticket requester like its name, domain etc.
Admin >  General Settings > Customer Fields > Companies
Only Agents.


The ticket fields will be selected by default. In the Select condition dropdown, all the default and custom fields related to the chosen field will get populated.


A Quick guide for creating a Dispatch’r rule

  • Log in to the helpdesk portal.

  • Click on the Admin tab.

  • Under Helpdesk Productivity section, click on Dispatch'r. 

  • Click on the New Rule button. 

  • Enter an appropriate name and description for the rule you are about to create.

  • Create conditions which act as a trigger for this particular rule:

    • Choose the type of field using the buttons (ticket, contacts or company)

    • Choose the field you want from the drop-down list.

    • Specify whether all the conditions need to be matched or any one condition is enough to trigger the rule.

  • Similarly, in the actions section, you can choose what action needs to be taken on the ticket when they match the conditions specified above.

    • If you choose to send a notification email, you will be allowed to frame the content of the email using placeholders.







  • You can add multiple conditions/actions by clicking on the "+" button and delete rules using the "-" button. 
  • You can also see the rearrange conditions/actions option when you hover over the menu button next to the "-"



  • Once you have set up all the conditions and actions, hit Save.


Here is a rule that filters tickets reporting problems sent by unhappy customers with high revenue, and sets its status as Urgent and assigns to the agent Mark.



You can also multi-select the options from the Dropdown list to use a combination of AND and OR conditions while setting up the rules. This can be of great use while setting up rules for complex workflows. Here is a rule that sends a notification to an assigned agent when the ticket priority is 'Urgent' or 'High' and the ticket type is a 'Query' or 'Problem' and the source is by 'Email'. 




The 'Skip new ticket email notifications' option under Actions would come in handy when the 'New ticket created' email notification is not required to be sent out, for both agents and the requester, based on specific conditions.


For example, in case you receive multiple tickets that are ads or brochures coming in from no-reply email addresses, you'd probably want to close them out or mark as spam automatically and also make sure the requester and agents are not spammed with the notification email indicating that a new ticket has been created for the same, you can use the 'Skip new ticket email notification' and configure the rule as shown below:



Multiple Dispatch'r rules

  • You can create multiple Dispatch'r rules to assigns different kinds of tickets to different teams.
  • All the rules created will be visible under Admin > Dispatch'r where they can be activated/deactivated and edited/deleted. 
  • The order of the rules is very important because, on any ticket, only the first matching rule will get executed.
  • So when more than one rule is activated, a reorder button appears. You can drag and drop the rules in a different order after clicking on that button.


Note: The Dispatch'r rule will not be executed on deleted tickets and those that are marked as spam, upon ticket creation.