How to use agent custom fields in Automation
Automation process offer the ability to incorporate Agent Custom Fields as condition fields, allowing organizations to create more precise and efficient workflows. These fields can be applied across multiple automation functionalities, including Ticket Automation, Service Level Agreements (SLA), and Webhooks.
By leveraging these custom fields, organizations can improve ticket assignment, escalation, and response processes, while aligning automation login with operational needs.
Integration of Agent Custom Fields in Ticket Automation
Agent custom fields have the capability to be incorporated into various ticket automation triggers, including Create Trigger, Update Trigger and Time Trigger automation. This integration ensures that workflows are executed effectively and are tailored to specific attributes associated with individual agents.
By leveraging the functionality of agent custom fields within these automation triggers, organizations can significantly improve the operational efficiency of their ticketing system. This enhancement minimizes the need for manual intervention, streamlines processes, and ultimately contributes to delivering a smoother and more seamless experience for customers.
Understanding Agent Fields and Configuration
Agent fields are a subset of custom fields specifically designed to define conditions in automation workflows. To configure these fields, administrators can:
- Navigate to the Admin Tab.
- Manage User Fields, which include the custom fields for both Contacts (Requesters) and Agents.
When setting up automation workflows, select the Agent Fields category labeled within condition fields.
Furthermore, within automation process, users can reference Agent Custom Fields as part of a ticket's custom fields. This enables businesses to create a more dynamic, personalized and agent-specific workflows.
Example
Case: Ensure premium customers always receive support from the most experienced agents.
Condition:
Action:
Output:
