Create rules for incoming tickets

Rules allow you to do everything from automatically assigning a ticket to sending out an auto reply. While a little confusing at first, once you get the hang of it, you’ll want to take advantage of all the cool things you can do with rules.

Getting Started

Sign into the Admin Console and click on “Settings” in the top right corner of the Admin Console, and then choose “General” from the drop down menu. On the next page choose "Ticket fields, queues, and rules" followed by "Ticket Rules" and click “Add a new rule…”

Label

This is what the rule will be called and has no bearing on how the rule functions. It just helps you identify and organize your rules.

Conditions

Conditions are what have to be met in order for the action to be applied. With all conditions, you have the option of a positive or negative. A condition could be the Assignee IS Jane Doe or the assignee is NOT Jane Doe.

Conditions Include:

  • Assignee: You have several options with this condition. First, the action can be applied based on who the ticket is assigned to (or not assigned to).
Alternately, if the Assignee is set or not set, you can apply the action. For example, if the assignee is not set, you might want an auto reply sent. But if the assignee is set, you might want to automatically CC someone else on the ticket.
  • Channel: Action is taken based on how people submit a ticket. This includes email, the Widget or a specific email address.
  • Contact Email: The rule will be applied based on the sender's email address. You could be general—if it includes xyz.com → delete. Or very specific—if it's from "ted@example.com" →assign to Joann.  You could even do—if it doesn't include "test.com" → send auto-reply.
  • Status: Depending on whether the ticket is opened or closed, the action would be taken. For example, if a ticket is closed, you could have it sent to a supervisor for review.
  • Message Subject: If the subject line includes certain keywords or phrases (or doesn’t), then the action would be taken. 
  • Message Text: If the text contains a keyword or phrase (or doesn’t), the action would be applied. You can also take action based on the language of the message, or use Regex.
  • Custom Fields: You’re also able to choose from any custom fields you’ve created.

Match ALL of the Following Conditions: With this option, a ticket must meet all the conditions you’ve listed in order for the action to be applied.
Example: Ticket has to be from the Widget, assigned to John Doe AND contain the word “Bug Report” in the subject line.

Match ANY of the Following Conditions: If you have a list of conditions, but only want one of them met for the rule to be applied, you would use this option.
Example: Ticket has to be from the Widget OR be assigned to John Doe OR contain the word “Bug Report” in the subject line.

If you don’t set any conditions, the action will automatically be applied to all incoming tickets.

Actions

Actions are what will happen if the ticket meets the conditions you’ve created.

Actions Include:

  • Assign Ticket To: If the ticket meets the conditions, you can assign it to a specific person.
  • Add CC Recipient: This would add a CC recipient to the ticket. This way, you can include someone in the conversation who might not even be an Admin.
  • Add Agent Subscriber: This lets you subscribes admins on your UserVoice account to tickets. This is helpful if agents want to be notified of messages/replies on tickets that aren't assigned to them.
  • Redirect Message to (email address): Forward the ticket (such that the original sender's name is preserved) to your email inbox or to someone else in your company. They don’t have to be an Admin.
  • Send Auto Reply: You can send an automatic reply to all incoming tickets, or ones containing certain phrases or assigned to a specific Admin. The choice is yours.
  • Send Email Notifications From: You can choose for email notifications to be sent from a specific address. You can use any of the addresses listed in Settings → Tickets → General Settings.
  • Close Ticket: Automatically closes the ticket.
  • Delete Ticket: Automatically deletes the ticket.
  • Mark as Spam: Automatically marks the ticket as spam.
  • Custom Fields: Any custom fields you’ve created can also be used as actions.

Just like you can have multiple Conditions, you can also have multiple Actions. You could create a rule that says if a ticket is open, then assign it to John Doe, CC Jane Doe as a recipient, and send an auto reply.

Ordering Rules

If you’ve created more than one rule, the system will automatically apply the rules in the listed order to each ticket. You can, however, reorder your rules.

In Settings → Tickets → Rules, you’ll see the ones you’ve created. You’ll also see a small reorder icon on each one. Click on it, and drag the rule around to get it in the desired sequence

When creating (or editing) a rule, you also have the option to “Stop evaluating any subsequent rules.” If you select this, it means the program won’t apply the remaining rules to the ticket.

Users on our Basic Helpdesk Plan can create one custom rule. Users with a Plus Plan or higher can have unlimited rules.

Now go create some rules!

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