How to set up rules?

Creating rules can save you a lot of time dealing with incoming tickets. You can set up rules to automatically allocated to a specific folder, automatically assign correct team member or give tickets automatic Priority.

Step 1: To create a rule, go to the Tools tab, select the Rules tab.

Step 2:

On the right-hand corner click on “Add new” button.

Step 3:

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:

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.

Step 5:

Now your Rules will be displayed here. You can always edit them, only clicking on this pencil.