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You can set up automation rules to run on every incoming ticket and configure it to perform actions based on predefined conditions. By using automation rules with custom objects, you can perform ticket actions, update custom object records, and more. When a ticket comes in and is associated with a custom object record, you can set up conditions to update the record automatically. You can also update records by setting up conditions with contacts and companies associated with the ticket. This reduces the workload on your agents, as they don’t have to update records or other ticket fields manually.
For example, when a new ticket comes in, and if the ticket is associated with an order record(#12345), you can set up conditions to update the ticket priority to 'High.'
You must associate custom objects with tickets to start using custom object automations.Let us look at a few use cases to understand this better.
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 a ticket is created, you can set up an automation rule so that the ticket status is set to ‘High’ priority based on the Company name associated with the ticket.
Go to Admin → Workflows → Automations → Ticket Creation tab
Create a ‘New Rule’
The first field in the Ticket Properties section will contain Tickets, Contacts, and Companies. This field will also contain your custom object lookup fields pointing to other objects.
Under the ticket properties section, set the condition as ‘in Order ID’ ‘if Company name is’ ‘Freshworks’
Choose the action to be performed as ‘Set Priority as’ ‘High’
Hit Preview and Save
Now, when a new ticket about furniture orders comes in, this automation rule will execute and set the ticket priority as ‘High.’ This way, your agents can get to it faster and address VIP customer questions instantly.
When a ticket is created, you can set up an automation rule so that the custom object record is updated automatically based on the Ticket Type in the incoming ticket.
Go to Admin → Workflows → Automations → Ticket Creation tab
Create a ‘New Rule’
Under the ticket properties section, set the condition as ‘Match ALL of the below’
Set further conditions as ‘in Tickets if type is Refund’ AND ‘in Order ID’ ‘if Price is greater than 0’
Choose the action to be performed as ‘Update Order ID record’ ‘Set Refund Status as’ ‘Requested for refund’
Hit Preview and Save
Now, when a new ticket about furniture orders comes in, this automation rule will execute and update the custom object record automatically based on the ticket type. This way, your agents can don’t have to spend manual effort to update records. They will get updated based on incoming tickets, so your agents can focus on resolving customer issues faster and more efficiently.
When a ticket is created, you can set up an automation rule so that order values greater than a particular amount get auto-assigned to designated agents.
Go to Admin → Workflows → Automations → Ticket Creation tab
Create a ‘New Rule’
The first field in the Ticket Properties section will contain Tickets, Contacts, and Companies. This field will also contain your custom object lookup fields pointing to other objects.
Set the condition as ‘In Order ID’ ‘if price is greater than’ ‘1000’
Choose the action to be performed as ‘Assign to agent’ ‘Mark’
Hit Preview and Save
Now, when a new ticket about furniture orders comes in, this automation rule will execute and check if the order value is above $1000 and auto-assign it to the specified agent. This way, you can attend to your important customers quickly and improve customer satisfaction and retention.
Multi-select fields are not supported for creating automation rules.
Click here to learn more about automations based on ticket creation in Freshdesk.
