When new tickets are received or created, certain processes are often repeated. You can use rules to automate and optimize these processes - e.g. automatically assigning tickets to a team, adding tags or informing customers about status changes. In addition to new tickets, you can also react to certain ticket events, such as status changes or assignments.
Create Rules
Navigate to Settings → Rules.
Click the Create Rule button.
Enter a Name and Description for your rule.
Rules are divided into two main areas:
Conditions
Actions
All incoming tickets are evaluated against the conditions set in your rules. If the conditions are met, the system will execute the specified actions.
Conditions
There are two conditions to choose from:
New ticket has been created: A new ticket came in from the customer or an agent has created a new ticket
Ticket event has been triggered: An existing ticket was changed
New ticket has been created
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. |
Ticket Details | |
Channel Email | Channel email address |
To Email | Recipient email address |
From Email | Sender email address |
From Name | Sender email name |
CC Email | CC recipient email address |
BCC Email | BSS recipient email address |
Ticket Creator Email | Creator 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. |
WidgetUrl | URL of the HelpSpace Widget |
Spam | Spam yes/no |
Attachment | Has Attachment yes/no |
Ticket event has been triggered
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. |
Ticket Events (only one event can be selected) | |
Ticket Status changed to... | The status of the ticket has been changed to ... |
Ticket assigned to agent... | The ticket has been assigned to a specific agent |
Ticket assigned to team... | The ticket has been assigned to a specific team |
Ticket Details (several details can be added) | |
Channel Email | Channel email address |
To Email | Recipient email address |
From Email | Sender email address |
From Name | Sender email name |
Ticket Creator Email | Creator email address |
Subject | The subject of the ticket |
WidgetUrl | URL of the HelpSpace Widget |
Spam | Spam yes/no |
Operators
Field | 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 |
Actions
HelpSpace has various 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 |
Assign random Agent | Assigns the ticket to a random agent |
Assign random Team | Assigns the ticket to a random team |
Move to Channel | move the ticket to a specific HelpSpace channel |
Forward Ticket | Forward the ticket to a specific email address |
Send Quick Reply | Sends a predefined message, a so-called Quick Reply, to the customer (see Settings → Quick Reply) |
Add Tags | Add one or more tags |
Add Watchers | Add a watcher to the ticket |
Set Status | Set the status of the ticket
|
Delete Ticket | Deletes the ticket |
Managing Rules
Edit Rule: Click on a rule in the left menu to edit it.
Toggle Status: Use the toggle in the right menu to turn the rule on (green) or off (grey).
Name: Edit the name of the rule.
Description: Describe the purpose of the rule.
Tags: Add tags to categorize them and make them easier to find again.
Delete Rule: Click on Delete Rule in the right menu to delete it.
Applying Rules
Incoming Tickets: All new incoming tickets are automatically validated against active rules. If a rule applies, the specified actions will be executed.
Outgoing Tickets: When creating a new ticket, you have the option to run the rules by switching on the Run rules button. After clicking Create, the system will validate if a rule applies.
By utilizing these rules, you can automate repetitive tasks, ensuring efficiency and consistency in handling tickets.
