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.
- Navigate to the Settings app and click on Rules under the Automation heading.
- Click the grey plus button on the right side to bring up the Rule Editor.
- 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
- Select 'When a ticket is created' as your trigger.
Step 3: Add the action
- Select 'Email team members' as your action type.
- Change the recipient to 'Account Assignee'.
- Change the subject and message to: {{account.name}} opened a support ticket
- Uncheck 'Prevent this action repeating'.
- 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.
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