What are Automations Available for Ticket?

Introduction

Automation rules are business rules used to perform repeated ticket-related actions to improve agent productivity.

In BoldDesk, the following are the set of automation rules:

• Auto assignment
• Create ticket triggers
• Update ticket triggers
• Time triggers

Each rule has a different set of conditions and actions. A rule will be executed on the ticket only when the conditions are matched.

Common actions are,

• Route ticket to respective support team
• Send notification to user/agent/group
• Adding watchers/cc
• Adding tags
• Adding a private note
• Updating ticket properties

In condition, the following fields are available (including custom fields)

• Ticket properties
• Requester properties
• Contact group properties

The rule will be run in the order in which it is listed; however, you can reorder the rules.

Auto assignment rule

The auto assignment rule routes incoming tickets to a specific team/group in the organization based on a set of ticket properties. It uses Round-robin logic to distribute tickets evenly among the agents in a group.

The rule will be executed on creating and updating the ticket events only if the assigned agent and group are empty. The first matching rule will be executed and assigned to the agent and group, and the remaining rules will be ignored.

Also, you can add watchers related to the assigned group.

Create ticket triggers

The create ticket triggers perform a set of actions on the ticket and execute the rule during the ticket creation if the rule condition matches the ticket.

Some of the use cases are,

• Add user in watchers list.
• Add some tags.
• Assign to the agent directly.

Update ticket triggers

The update ticket triggers perform a set of actions on ticket updates if the rule condition matches the ticket.

The set of ticket update events are,

• Reply added
• Note added
• Property update
• Customer feedback added

Some of the use cases are,

• When the requester and agent reply count exceeds more than n number, change the priority to high.
• Send notification to the manager when negative feedback is received.

Time triggers

Time triggers run on every one-hour interval and execute the rules on the unclosed tickets if the rule condition is matched.

Some of the use cases are,

• Notify a group if the ticket is not assigned to an agent for n number of hours.
• Auto solve the ticket if it is waiting for customer status for more than n number of hours.
• Auto close the ticket if it is in a solved state for more than n number of hours.

Criteria for time trigger to traverse on a ticket,

• A ticket can participate 100 times by the time trigger rule on its life cycle. If it exceeds, the rule will not run on the ticket.
• Unclosed tickets updated within 30 days can be traversed by time triggers.
• To avoid rule run on ticket endlessly ensure the below,