Configure rules

Create automations for new tickets

By Eva
August 6, 2020

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 SettingsRules.

  • Click the Create Rule button.

  • Enter a Name and Description for your rule.
    settings-rule-new.png

  • Rules are divided into two main areas:

    • Conditions

    • Actions

    settings-rule-create.png

  • 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

  • Open

  • Escalated

  • Waiting

  • Wait until

  • Closed

  • Spam

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.

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