When new tickets are created or arrive, recurring tasks and processes often follow. To streamline and optimize these workflows, you can create rules to automate actions, such as assigning tickets to specific teams and adding tags.
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
Fields | Description |
|---|---|
Condition Match Type: All | Combines all conditions with an AND. All conditions have to be true to call the action. |
Condition Match Type: Any | Combines all conditions with an OR. At least one condition has to be true to call the action. |
Channel Email | Channel email address |
To Email | Recipient email address |
From Email | Sender email address |
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 |
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 |
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).
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.
