Custom Business Rules For Tickets
Understanding Automation & Triggers
Automation and triggers are a set of actions that occur when a ticket matches with specific condition.
For instance, if a ticket is filled by an end user belonging to a specific company, it will be automatically assigned to the agent group which provides support to that specific company.
Automations act on tickets based on an event time. (For instance, 3 hours after a ticket update).
Triggers act on a ticket when ticket is created or updated. If the ticket doesn’t meet the conditions contained in automation or triggers, nothing will happen.
The reason why we create automated business rules is that the agents would not have to the repetitive work manually.
Who creates Automation & Triggers?
Administrators can create automation and triggers. Buisness rules may effect tickets on CUGIC support, which is why it is the responsibility of an administrator to define custom automations and triggers as a part of overall support workflow
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