Help Desk MX has a lot to offer for its owners, in order to help in optimisation of your working processes. All you need is to explore a certain features and to make them work for you. Therefore, you will be able to take under full control your ticket inflow and will be able to save some extra time as only 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 invest a lot of manual repetitive actions into it, why not to use our brilliant feature Workflow Rules. You can reach support efficiency only when the repetitive tasks in this process will be predefined to function without any manual work.

Today we are going to highlight the insights of workflow management. So, let us discover more about quite valuable feature on some example and let us see how it can help you to save some time.

What can I do with Workflow Rules?

Rules help deskThe Workflow Rules feature allows you to monitor your help desk tickets and when they meet a certain requirements, 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 to keep the job done. Auto-set up a tickets status to ‘In Progress’ after the first reply of a support team member, notify all the 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 to automatically process tickets when ticket is created, updated or periodically by cron. This feature can be applied in various conditions.

Real Life Examples

Lets explore some examples of useful help desk rules for 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 customer has sent a new reply. For example, you would like to notify your help desk staff members each time when a new ticket is assigned to him/her.To solve this task we can create a Rule with following params:

Rule Name Notify Staff of Ownership Change
Event Ticket assigned to staff (so the rule will fire only if ticket owner is changed)
Condition User (before change) is not (not set) (its a little bit tricky condition, but means that rule fire only for tickets which have owners)
Notifications
Send email to ticket owner Yes
Email Subject Ticket {{var ticket.name}} has been assigned to you (we use a variable in the subject)
Email Body A new ticket has been assigned to you. (of course you can have more ticket’s information in the email body)

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 absolutely useful to have a simple way to autoclose old tickets and notify customers about that. We can simply solve this task by following Rule.

Rule Name Close ticket if customer does not answer for 30 days
Event Check every hour (so we check by cron all tickets and close those where conditions are true)
Conditions
Last Reply By is Staff (we close only tickets where last replier is our team)
Hours since Last reply equals or greater than 720 (we close only tickets which don’t have reply during last 30 days (or 720 hours)
Status is not Closed (rule can be applied only for not closed tickets)
Actions
Send email to customer Yes
Set Status Closed
Move to Archive Yes (we would like to archive closed tickets)
Notifications
Send email to customer Yes
Email subject Ticket {{var ticket.name}} has been auto closed
Email body Ticket {{var ticket.name}} has been auto closed. Please, reply to this message if you have any further questions.

Rule ‘Notify if ticket is not answered during 3 days’

Quite often support team forgot to reply on ticket, therefore to use Workflow Rules feature is a good deal to remind them about this. The simplest solution is to setup a notification rule.

Rule Name Notify if ticket is not answered during 3 days
Event Check every hour (so we check by cron all tickets and find those where conditions are true)
Conditions
Last Reply By is Customer
Hours since Last reply equals or greater than 72 (we send reminders for tickets which don’t have reply during last 3 days (or 72 hours)
Tags does not contain rule_reminder (we use a tag to send reminder only once)
Actions
Send email to ticket owner Yes
Set Status Closed
Move to Archive Yes (we would like to archive closed tickets)
Add Tags rule_reminder (we mark the ticket with flag. so we will not send this reminder again)
Notifications
Send email to customer Yes
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 customer ASAP.

Please, add comments and describe your use cases of Help Desk Workflow rules.

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