Use action rules to automate your team's workflow
Video guide
Learn how to automatically assign tickets to the right agent or team using Action Rules. This guide walks you through setting up automated assignments to ensure high-priority tickets are handled efficiently.
Step-by-step guide
Action Rules enable you to automatically route urgent tickets to the appropriate agent or team, ensuring swift resolution and efficient workflow.
Step 1: Access the Admin Console
Navigate to the Admin Console by clicking the toggle icon located at the bottom-left corner of your screen.
Step 2: Navigate to Support Settings
In the left-hand menu, select Support.
Step 3: Open Action Rules
- Click on AI Rules & Automation.
- Select Action Rules to view existing rules.
Step 4: Create a New Action Rule
Click on Create New Rule to initiate the setup of a new automation rule.
Step 5: Name and Describe the Rule
- Rule Name: Enter a clear and descriptive name, such as "Auto-Assign Urgent Tickets".
- Description: Provide a brief explanation of the rule's purpose.
- Category: Optionally, select a category to organize your rules effectively.
Step 6: Set the Trigger
In the Trigger dropdown menu, select Ticket Created to activate the rule upon the creation of a new ticket.
Step 7: Define the Condition
- Click on Add Condition.
- From the dropdown, choose Ticket Field. Remember that these fields should be part of your ticket template in order to access them here.
- Select Priority as the ticket field.
- Set the condition to Priority is P0 (Urgent) to target only the highest-priority tickets.
Step 8: Specify the Action
- Click on Add Action.
- Choose Assign to Agent from the dropdown menu.
- Select the appropriate agent or team to handle urgent tickets.
Step 9: Review and Activate the Rule
- Review all configurations to ensure accuracy.
- Click Create in the bottom-right corner to activate the rule.