Scenario automations let you perform a number of tasks with a single click from within a ticket, saving you from wasting time with repetitive tasks that the helpdesk can do for you. Scenario Automations are available for all agents across your helpdesk and can be used from within tickets.


A quick guide to automating a scenario

  • Click on any ticket from the dashboard or the ticket list to see its details.

                

              

  • Click on More, and then select Execute Scenarios; the list of available scenarios will be displayed.

                 


  • Click Execute next to the scenario you've chosen.

  • The entire set of tasks associated with that automation will be executed, and you'll receive a confirmation message saying Scenario Executed.


Executing scenario automations in bulk


In instances where you encounter a queue of similar tickets in your helpdesk - for example, ones regarding a temporary outage in your system - you can save a lot of time by applying scenario automation in bulk from the ticket list page (as opposed to individually).


A quick guide to executing scenario automations in bulk

  • Select the tickets you'd like to apply scenario automations to.
  • Once selected, click Scenarios in the quick access navigation pane.
  • The scenario you choose will be executed on all selected tickets.





Scenario Automations let you perform a whole bunch of tasks, with just a single click, right from the ticket. So, you can save yourself from repetitive tasks by making the helpdesk do it for you: like, if you have a ticket concerning a 'return', then all you have to do is execute the 'Returns' scenario and the ticket is automatically tagged as a return, a reply is sent, the status changed to pending and the ticket assigned to the Head of Returns, all without you lifting a finger. Scenario Automations are available for all agents across your helpdesk and can be used from within tickets. Here's how your agents can execute scenarios:

      


A quick guide to automating a scenario

  • Click on any ticket from the dashboard or the ticket list to see its details.

                

 

              

  • Click on the Scenarios button.

    • You can see a list of all the available scenarios.

                 


  • Click on the Scenario Automation you wish to execute or click on the Execute button corresponding to the scenario you wish to execute.

    • The entire set of tasks associated with the automation gets executed and you will be displayed a message which says ‘Executed Scenario <scenario-name> View Details’.

  • Click on View Details to see the complete list of actions performed as part of the automation.


Executing Scenario Automation in Bulk


Sometimes you might come across a queue of tickets lined up in your helpdesk that is of the same kind, waiting for your immediate response. For example, you might be receiving a lot of tickets about a temporary outage in your system. In these cases, you can save a lot of time by selecting these tickets in bulk and applying scenario automation right in your ticket list page instead of applying it individually. 


When the Scenario Automation in bulk involves a status change to 'Closed' or 'Resolved', if the admin has marked any of the fields as required, you will be prompted to fill in the incomplete required fields for each ticket.


A quick guide to execute scenario automation in bulk

  • Choose the tickets for which you want to apply scenario automation.
  • Once selected, click the Scenarios option in the right corner of the screen.
  • The scenario you choose will be executed on all these tickets.