Many tasks are recurring, especially when new tickets arrive, or you create a new ticket.
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.
Incoming tickets
All new incoming tickets will automatically validate. If a rule applies, then the action will run.
Outgoing tickets
When you create a new ticket, you have the option to run the rules. Just switch on the button, Run rules. After clicking on Create we will validate if a rule applies.
