In today’s fast-paced work environment, efficiency is essential. Whether managing a service desk, handling HR inquiries, or coordinating marketing requests, streamlining tasks can greatly boost your team’s productivity. That’s where our new automation feature in Ticketing As A Service for Microsoft Teams comes in.
Inspired by the familiar Outlook rules, this feature lets you automate ticket enrichment based on specific conditions. The result? Tickets are automatically routed to the right agent and consistently enriched, leading to faster response times and more time to focus on strategic tasks.
Benefits of Automation in Ticketing System
Enhanced Efficiency: Automation reduces the need for manual input, speeding up the ticketing process and allowing team members to focus on more complex tasks.
Improved Accuracy: Automated rules ensure that tickets are consistently managed according to predefined criteria, reducing the risk of human error.
Better Prioritization: By automatically setting priorities and assigning tickets, the system ensures that critical issues are addressed promptly.
Streamlined Communication: Automation facilitates better communication within the team, as tickets are promptly routed to the appropriate individuals or teams.
Rule Example of Automation in Ticketing
Creating automation rules in a ticketing system involves defining conditions and corresponding actions. Here’s how to compose these rules:
Define the Condition: Identify the specific criteria that will trigger the rule. For example, a condition could be when a ticket is marked as "urgent."
Specify the Action: Determine what action should be taken when the condition is met. For instance, if a ticket is urgent, it could be assigned to a specific team member.
Example Rule
Condition: Priority set to "urgent"
Action: Assign the ticket to Allen
In this example, any ticket marked as urgent will automatically be assigned to Allen, ensuring that high-priority issues are handled swiftly by the designated team member.
Automation in Ticketing: Use Cases in Ticketing As A Service
1. Advanced Rule Creation with Email-to-Ticket Scenario
Ticketing As A Service can create rules based on the email sender, title, and body. This enhancement is useful for scenarios where tickets are created from incoming emails. For instance, you can set up a rule to assign tickets to specific team members based on the email content, ensuring that the right person handles each request promptly.
2. Detailed Date Field Conditions and Actions
Here's a closer look at how you can use relative dates and specific dates in your rules:
As a Condition: If the expected relative date is less than 2 days, set the ticket priority to Urgent. This helps in prioritizing tickets that need immediate attention.
Example: If expected relative date < 2, set priority to Urgent.
As an Action: If the ticket priority is set to Urgent, automatically adjust the expected relative date to 2 days. This ensures that urgent tickets have a clear timeline for resolution.
Example: If priority = Urgent, set expected relative date to 2.
3. Tag Field Conditions: Any of vs. All
With the new automation features, you can create rules based on whether a ticket has any of a set of tags or all of a set of tags:
Any of: Use this condition to trigger actions if a ticket has any one of the specified tags.
Example: If any of [Tag1, Tag2, Tag3], then...
All: Use this condition to trigger actions only if a ticket has all the specified tags.
Example: If all of [Tag1, Tag2, Tag3], then...
How to Configure These Features
To set up these new automation rules, navigate to the Settings area of the Ticketing As A Service and go to the Assignee tab. Enable “Automatically assign new ticket” first, and then you can create, edit, and manage your rules to fit your specific workflow needs.
If you don’t have Ticketing As A Service yet, click the button below to try it for free.
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