Tutorial: Notify the CSM when a support ticket is opened

This tutorial demonstrates how to use a rule to automatically notify a CSM when one of their customers opens a support ticket.

Prerequisite

• You have an Amity user with administrator role

Step 1: Create a rule 

What is a rule? Rules allow you to automatically perform actions when certain conditions occur.

1. Navigate to the Settings app and click on Rules under the Automation heading.
2. Click the grey plus button on the right side to bring up the Rule Editor.
3. Fill in the Name and Description fields. 

You have the option to add a description for the rule you're creating. This gives you and your team members a quick glance of what the rule is about. 

Step 2: Set the condition

1. Select 'When a ticket is created' as your trigger. 

Step 3: Add the action

1. Select 'Email team members' as your action type.
2. Change the recipient to 'Account Assignee'. 
3. Change the subject and message to: {{account.name}} opened a support ticket
4. Uncheck 'Prevent this action repeating'.
5. Click Create in the top right. 

Want to learn more?

For more detailed information on using rules in Amity, check out our documentation on rules.