Using Rules can be a powerful way to automatically organize messages, assign users, designate a priority or track SLA.
Thinks of a label as a folder. You'll see them tagged in messages as well as shown as a Folder in the left Nav Bar. These will be used in the Rules examples set forth below.
Go to Tools > Labels.
Click Create New.
Assign a Color by clicking on the Folder icon.
Enter the Label Name.
To Save, click on the Checkmark at the top right of the Label Box.
Go to Tools > Rules.
Click on Create New.
Enter the Rule Name. We suggest using a descriptive title based on the rules you are creating.
Click on the toggle button to Activate. To keep this in draft format, leave the toggle off.
Select a Condition, where it should be applied, and the trigger it should look for (if applicable). You can set more than one condition.
Assign an Action. An Action identifies what Replyco will do when the conditions of the Rule are matched. There are 5 options to choose from, all of which can be combined:
Update Ticket Status: Changes the status to Resolved if selected. Default is Not Set.
Update Ticket Priority: Changes the ticket priority. There are a number of priority levels to choose from (12 hours, urgent, non-urgent, etc.). The default value is Standard.
Allocate Label: Automatically organizes messages into a Folder Label for easier viewing.
Allocate User: Assigns the ticket to a specific user.
Archive: Mark the checkbox to automatically archive the message without any further action.