Follow this step-by-step guide to improve Ticket management by setting up specific rules.
Creating rules can save you a lot of time dealing with incoming tickets. You can set up rules to automatically allocate to a specific folder, automatically assign correct team members or give tickets automatic Priority.
Step 1: Go to Tools
To create a rule, go to the Tools tab, select the Rules tab.
Step 2: Add New Rule
On the right-hand corner click on “Add new” button.
Step 3: Fill in Information
You need to fill in the required information.
Give the name of your rule and then you can combine settings and do automatic a lot of different actions.
For example, you can configure that messages from one integration come to a folder to a specific person and only he answered them. You can even configure to send messages with a certain word to the right folder.
In general, there are a lot of combinations of settings available, you just need to understand what exactly you need, choose the right combination and set up.
Step 4: Save & Finish
Then you should configure a Ticket Status, a Priority, an appropriate Label and a User, who is responsible for this folder. Don’t forget to save.
Now your Rules will be displayed here. You can always edit them, only clicking on this pencil.