Workflow Rules Examples

Automatically assigns a ticket to sales staff members only if the tickets have 'Order' as the subject

Selects a department and a staff member, who will be responsible for the basic Order questions - say, Jane Doe from the Sales department.

Event: New ticket created
Conditions: Subject contains Order
Actions:

• Set Department -> Sales
• Set Owner -> Jane Doe

Automatically assigns a ticket, created from email, to a certain department

Event: New ticket created
Conditions: Ticket Source (Channel) is Email
Actions:

• Set Department: Support

Automatically sets a ticket's status to 'In Progress' after the first reply of a support team member

Event: New Reply from Staff
Conditions: None
Actions:

• Set Status: In Progress

Creates a custom manager notification when the tag "Problem" is added to the ticket

Event: Ticket was changed
Conditions:

• Tags contains Problem
  

Actions: None

Notifications:

• Send email to other email address: [email protected]
• Email subject -> 'A problem ticket arrived'
• Email body -> (your notification message)

Change priority to High when it has not been answered for three days

Event: Check every hour
Conditions:

• Hours since the Last reply is greater than 72
• Last Reply Type is the Last Reply of the Customer Actions:
• Set Priority: High