Many tasks are recurring, especially when new tickets arrive.
For example, you receive a new message with a bug. You assign it to your support team. To simplify this, you can create rules. Incoming tickets automatically assigned to the support with the tag bug.
Create Rules
Go to Settings → Rules to show all rules and click on the button Create Rule.
Enter a Name and a Description.
The rules are divided into two areas
1. Conditions
All incoming tickets are checked. If the conditions are true the system will call the action.
Fields | Description |
|---|---|
Condition Match Type | All: Combines all conditions with an AND. All conditions have to be true to call the action. Any: Combines all conditions with an OR. At least one condition has to be true to call the action. |
From Email | Sender email address |
CC Email | CC recipient email address |
BCC Email | BSS recipient email address |
Subject | The subject of the ticket |
Subject or BodyText | The subject OR the body of the ticket |
BodyHtml | A ticket has an HTML or a text body. This field checks the HTML body. Besides the text, you can check for HTML code. |
BodyText | A ticket has an HTML or a text body. This field checks the text body. |
Conditions | Description |
|---|---|
equals | Content is equal to search string |
does not equal | Content is not equal to search string |
contains | Content contains to search string |
does not contain | Content does not contain to search string |
is empty | Content is empty |
is not empty | Content is not empty |
begins with | Content begins with search string |
ends with | Content ends with search string |
2. Actions
HelpSpace has a variety of actions like adding tags or assigning users and teams.
Fields | Description |
|---|---|
Assign Agent | Assigns the ticket to an agent. |
Assign Team | Assigns the ticket to a team |
Add Tags | Add one or more tags |
Set Status | Set the status of the ticket
|
Delete Ticket | Deletes the ticket |
On the right menu, you can change the Name and Description.
Besides, you can change the Status
On (green) = The Rule is applied to new tickets
Off (grey) = The Rule is not in use
Edit Rule
Click on a rule in the left menu to edit it.
Delete Rule
Click on Delete Rule on the right menu to delete it.
