Ticket rules are the most powerful tool you can use to customize your experience with SeamlessDesk. They are designed to allow customization of conditions and actions that happen in your everyday operations tailored fit for your needs. Next time you find yourself asking "I wish SeamlessDesk had this feature" it probably does...within the ticket rules.
Grab some coffee and let's dive in
Ticket Rules - rules that you can set depending on the condition that happens and the action you want to take based on those conditions. Let's give you a quick example.
Let's Say George from Accounting want's every ticket that comes in unassigned AND is for the accounting department to be automatically assigned to him as well as send an email to him notifying him of the new assignment.
Sound complicated? Naw...it's easy
Here is a quick example of what that would look like in a ticket rule.
Let's break this down:
Rule Name - Give your ticket rule a name so you can recognize it
Rule Trigger - Since we want to execute this rule when the ticket is created we choose "Ticket is created"
Rule Conditions - In the rule conditions, you can see we specified 3 conditions total. 1. The first condition we need to match is when a ticket is created and the status is open. Since all tickets first created are open this will trigger. Since potentially tickets can be created from other agents without being set to "open" you are better off having this condition. 2. Ticket agent is equal to unassigned, 3. Ticket Department is equal to Accounting. These are the conditions we need to have met in order for the actions to take place.
Rule Actions - Actions are what we want to happen in the conditions are met. 1. Assign the ticket to George, 2. Send an email to user George.
There are many ways you can use these rules so we encourage you to poke around and see all the options you have available. When you created your account we went ahead and added some basic ones you will need to give you a heads start. You can check them out here.
What Does A Current User Really Mean When Using It In The Ticket Rules?
In some of our ticket rules, you can specify a condition or action as a "current user". What this means that the current user is the logged in user at the time the rule is executed.
For instance: Let's say you have a ticket rule that you want to know when a ticket is created and is open you would like to send an email to the current user letting them know.
The current user at this point can be the client submitting the ticket or even the agent depending on who created the ticket. If a regular user submitted the ticket, then the regular user would be the current user, but if the ticket was created by the agent then the agent would be the current user.
What To Look Out For When Specifying The Ticket Rule Orders
The ticket rules have an order of execution from Top to Bottom. This is very important to remember because the next time you are scratching your head wondering why one of your ticket rules are not working it is most likely because a previous and later ticket rule is interfering with it.
The main thing you want to look out for is later ticket rules down the chain are not changing or affecting any other rules along the way. This can happen very easily and usually often so keep that in mind. One of the simplest troubleshooting tips you can do is to disable ticket rules one by one after or before your ticket rule that is not working until it starts working. Then you will know who the culprit is.
Changing the order of ticket rules is as simple as dragging them up and down the list. Remember that the order of the ticket rules starts from the top and goes down so keep that in mind when creating other rules so you don't have one rule contradict another.
To drag the rule simply click anywhere on the row (or the + sign to the left) of the rule, click and drag.