Event and time-based triggers to then carry out a set of automated actions E.g Remind an assignee about a ticket that's been On Hold for too long, automatically generate a ticket on the 1st of the month etc.
If email incoming to the ticketing system is from "x" sender and contains "x" (i.e. OUTAGE), send notification to "X" team, which could be multiple people across different organizations, and apply tag.
If email incoming to the ticketing system is from "x" sender and contains "x" (i.e. Onboarding), automatically apply tag "Onboarding" and elevate to High Priority (but of course each customer could change that, just providing examples).
Mikel from Gorelo
Team
Hi guys, please let me know any and all use cases for the workflow engine as we'll be designing this in the near future :)
Mikel from Gorelo
Team
This will be coming with our automation engine :)
Mikel from Gorelo changed status to In Review
Team
Magenta Andromeda
In line with what Philip said, if no action within so many days, automatically send an email to follow up and inform the user we will close the ticket if no response.
IMO, no need to assign it to a tech to then run a shortcut. Run the shortcut AND assign to tech.
Amaranth Dew
I think that the big things would be:
Triggers
New reply received.
Update from another user
No change in XX days or hours
Actions
Clear all tags
Add new tag/s
Change status
@mention specific user
Assign to specific user
I don't want dozens of tickets in the 'recently updated' view so I'd like to be able to have shortcuts to place in the 'Client Current' view, but if there is a trigger then it bounces back to my 'Recently Updated' view.
Purple Exoplanet
Would this would include the ability to toggle a status and/or remove a future action if a customer replies?
Magenta Sun
Yes. Automatic recurring tickets. Used so that we don’t miss licence renewals etc.
Mikel from Gorelo
Team
Scheduled Tickets released to alpha! Navigate to Settings → Automation → Scheduled Tickets. Basic functionality is available right now and we’ll soon add more Actions, Client selection options and Repeat periods.
P.S Event and Time automation will be arriving in the next few weeks.
Lime Sunbeam
Need an annual option for annual licence renewals.
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Comments11
Magenta Andromeda
If email incoming to the ticketing system is from "x" sender and contains "x" (i.e. OUTAGE), send notification to "X" team, which could be multiple people across different organizations, and apply tag.
If email incoming to the ticketing system is from "x" sender and contains "x" (i.e. Onboarding), automatically apply tag "Onboarding" and elevate to High Priority (but of course each customer could change that, just providing examples).
Mikel from Gorelo
Hi guys, please let me know any and all use cases for the workflow engine as we'll be designing this in the near future :)
Mikel from Gorelo
This will be coming with our automation engine :)
Magenta Andromeda
In line with what Philip said, if no action within so many days, automatically send an email to follow up and inform the user we will close the ticket if no response.
IMO, no need to assign it to a tech to then run a shortcut. Run the shortcut AND assign to tech.
Amaranth Dew
I think that the big things would be:
Triggers
New reply received.
Update from another user
No change in XX days or hours
Actions
Clear all tags
Add new tag/s
Change status
@mention specific user
Assign to specific user
I don't want dozens of tickets in the 'recently updated' view so I'd like to be able to have shortcuts to place in the 'Client Current' view, but if there is a trigger then it bounces back to my 'Recently Updated' view.
Purple Exoplanet
Would this would include the ability to toggle a status and/or remove a future action if a customer replies?
Magenta Sun
Yes. Automatic recurring tickets. Used so that we don’t miss licence renewals etc.
Mikel from Gorelo
Scheduled Tickets released to alpha! Navigate to Settings → Automation → Scheduled Tickets. Basic functionality is available right now and we’ll soon add more Actions, Client selection options and Repeat periods.
P.S Event and Time automation will be arriving in the next few weeks.
Lime Sunbeam
Need an annual option for annual licence renewals.