Help Desk MX has a lot to offer its owners, in order to help optimize working processes. All you need is to explore certain features and make them work for you. Therefore, you will be able to take full control of your ticket inflow and save some extra time as you automate a variety of related tasks. Right from the time a ticket comes in, gets assigned, goes into pending and finally gets resolved, you need to take a lot of manual repetitive actions; why not to use our brilliant feature Workflow Rules?. You can reach support efficiency only when the repetitive tasks in this process are predefined to function without any manual work.
Today we are going to highlight some insights on workflow management. So, let's discover more about a very valuable feature through an example and see how it can help you to save some time.
What can I do with Workflow Rules?
The Workflow Rules feature allows you to monitor your help desk tickets and when they meet certain requirements that you set, the Rule starts the action. You can automatically assign any ticket to your best staff members or to a certain department, so they can provide the best service to your customers and get the job done. Auto-set a ticket's status to ‘In Progress’ after the first reply of a support team member, notify all department members when a new ticket is created, send a reminder to the ticket owner if there is no reply during 3 days, etc.
This feature enables you to create your own business rules in order to automatically process tickets when a ticket is created, updated or periodically run by cron. This feature can be applied in various conditions.
Real Life Examples
Let's explore some examples of useful help desk rules for an online store. You can test all described workflow rules directly in the Magento backend of our Help Desk demo site.
Rule ‘Notify Staff of Ownership Change’
By default, Help Desk MX sends notification to help desk staff only when a new ticket is created or a customer has sent a new reply. For example, you would like to notify your help desk staff members each time a new ticket is assigned to him/her. To solve this task, we can create a Rule with the following params:
| Rule Name | Notify Staff of Ownership Change | ||||||
|---|---|---|---|---|---|---|---|
| Event | Ticket assigned to staff (so the rule will fire only if the ticket owner is changed) | ||||||
| Condition | User (before change) is not (not set) (it's a somewhat tricky condition, but implies that the rule will fire only for tickets which have owners) | ||||||
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Rule ‘Close ticket if customer does not answer for 30 days’
Very often, customers don’t reply back to tickets and don’t close them. So, it is very useful to have a simple way to auto-close old tickets and notify customers. We can simply solve this task with the following Rule.
| Rule Name | Close ticket if customer does not answer for 30 days | ||||||
|---|---|---|---|---|---|---|---|
| Event | Check every hour (we check by cron all tickets and close those where conditions are true) | ||||||
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Rule ‘Notify if ticket has not been answered for 3 days’
Quite often support teams forget to reply to a ticket; therefore, using the Workflow Rules feature is a good deal to remind them about this. The simplest solution is to set up a notification rule.
| Rule Name | Notify if ticket has not been answered for 3 days | ||||||||
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| Event | Check every hour (so we check all tickets by cron and find those where the conditions are true) | ||||||||
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| Email subject | Ticket {{var ticket.name}} is waiting for your reply | ||||||||
| Email body | Ticket {{var ticket.name}} is waiting for your reply. Please, reply to the customer ASAP. |
Please, add comments and describe your use cases of Help Desk Workflow rules.