Triggers are a powerful tool for auto-triaging incoming tickets by assigning them to specific queues, departments, teams, or agents based on predefined criteria.
Step-by-Step Guide:
Navigate to Trigger Setup:
Go to
Admin
>Business Rules
>Triggers
>+ New Trigger
Define the Trigger Properties:
Give the trigger a meaningful name that you can easily reference. This name will help you find and manage the trigger within Deskpro.
Select the Event:
For this example, we will choose the event "New ticket."
Set the Criteria:
In this example we'll assign tickets that include specific keywords to the predefined sales queue. In the criteria section, select Subject > contains and enter the keywords you want to filter for. You can stack multiple criteria using AND and OR logic to fine-tune the conditions.
AND Criteria: Use this to narrow down the tickets by combining multiple conditions.
OR Criteria: Use this to broaden the selection by adding more keywords or conditions.
Define Actions:
Set the actions to be performed when the criteria are met. In this example, we will assign the ticket to the sales team.
You can add multiple actions, such as setting urgency levels to ensure the ticket is addressed promptly. In this example we’ll increase the urgency by 5 points.
These are just a few examples of how you can use triggers to efficiently triage incoming tickets. The flexibility of Deskpro allows you to create customized workflows tailored to your helpdesk's needs.
Dodaj komentarz
Zaloguj lub zarejestruj się, by złożyć komentarz.