Setting automations and time-based ticket rules

Automations are business rules that act on tickets that had their properties created or modified. They are similar to triggers because they act on events once a defined set of conditions are met. Automations, however, have time component to them as opposed to a trigger – as automations scan every hour and can be set to execute actions after a certain number of hours since a ticket property was changed.

In this article we will describe how to set up automations and what conditions and action statements to use.

How to add automations

Tip: In order to create or modify automations you must be logged in as an admin or owner in Helprace.

  1. Log in to the admin panel and select Settings in the header.

  2. Select Automations on the left menu, right under Tickets.
  3. Select Add Automation



  4. Input the title of your automation and then select conditions and actions you would like to see taken place.
    An automation is made up of these following:
  5. You may choose to set a condition that gets modified by an action or set up your automation to only run once. See One-time-only automations below.
  6. You can preview matches for conditions as seen below.
  7. Click Save.

When you add multiple automations, you can duplicate, deactivate and reorder them.

Previewing matches for conditions

To preview your tickets, click the Preview match for the conditions above button when setting up your automation. It will give you a preview of tickets matching your conditions.

One-time-only automations

All automations are designed to run every hour to see if their conditions are met.

To run only once, an automation must contain a condition that may be true only once or contain an action that voids one of its own conditions.

If these conditions are met, the automation will run only once. If not, the automation will continue running endlessly, indefinitely.

Here are three ways to ensure your automation only run once:

  • Timed conditions

    By setting timed conditions, you ensure they run only once. An example of this condition is "Hours since" condition. This condition does not require an action to cancel out or void its condition. For example:

    • Condition
      Ticket: Hours since Solved > Is > 48
      
    • Action
      Ticket: Status > Closed
      

      In the example above, by setting an automation that turns every "Solved" ticket into an "Closed" ticket 48 hours after being solved, the action will only be executed once. Meaning, on the 47th and 49th hour the condition will be false and the automation will not act on the ticket.
  • Changing one ticket property into another

    By setting a ticket property into a different one as part of the action, the automation will not be executed on this ticket again.

    • Condition
      Ticket: Priority > Is > High
      Ticket: Hours since created > Is > 24
    • Action
      Ticket: Priority > Is > Urgent
      

      As shown above, the next time the automation runs, the priority will be Urgent and not High. The condition will be false and the ticket will be ignored.
  • Adding a tag

    If an automation is in a perpetual loop, adding a tag to your automation ensures it only runs once:

    • Condition
      Ticket: Status > Is > New
      Ticket: Hours since created > Greater than > 48
      Ticket: Tags > Contains none of the following > important
    • Action
      Ticket: Priority > Is > Urgent
      Ticket: Add Tags > important

    In other words, you can instruct an automation to check for a tag, and if that tag is not present, it could be added. That way, if the automation runs across this ticket again with the tag present, it will ignore the ticket and not execute an action. Otherwise, the condition "Ticket: Hours since created Greater than 48" executes the automation every hour after the 48th hour passes.

Automation conditions

Automations, similar to triggers, depend on conditions to execute their actions. You can set the following conditions:

Ticket Property Operator Status
Ticket: Status

Is

Is not

Less than

Greater than

New - a newly created ticket not assigned to an agent

Open - ticket was acknowledged or assigned to an agent

Pending - ticket was answered, awaiting a response from user

On-hold - ticket is still "open" but an agent is waiting on 3rd party

Solved - the agent or user considers the ticket resolved

Closed - tickets can only be set "closed" by the system

A status of "less than" or "greater than" returns tickets before or after those as in the chronological order listed above (respectively).

Example:

Status Less than Solved

Displays tickets with all status except "Solved" and "Closed".

Ticket: Type

Is

Is not

Ticket - support ticket

Question - request in a form of a question

Problem - request in a form of a problem

Incident - an incident needing to be addressed

Task - actions needing to be done

Ticket types can only be set by a staff member working on the ticket. Ticket types are not set automatically by the system.

Ticket: Priority

Is

Is not

Less than

Greater than

Ticket priorities are Low, Normal, High or Urgent.

Setting the status "less than" or "greater than" returns tickets before or after those as in the chronological order listen above (respectively).

Example:

Priority Greater than Low

Displays tickets with all priorities except "Low".

Ticket: Assignee

Is

Is not

A ticket assignee can be:

( - ) - a ticket is unassigned

(Current User) - The last person who made any changes to the ticket. This person may be any staff member, not necessarily who the ticket is assigned to.

(Requester) - Individual who is labeled as a requester, regardless of whether a staff member created a ticket on their behalf.

Agent Name - The names (first and last) of staff members will be displayed. You can select them from a list.

Example:

James Smith
Ticket: Requester

is

Is not

A ticket requester can be:

( - ) - a ticket is unassigned

(Current User) - The last person who made any changes to the ticket.

(Assignee) - The staff member who is assigned to the ticket. This means if we want the requester to be the same person who is assigned to the ticket, the condition

Ticket: Requester is assignee

would be used.

Agent Name - The names (first and last) of staff members will be displayed. You can select them from a list.

Example:

James Smith
Ticket: Tags

Contains at least one of the following

Contains none of the following

This condition can be used to find tickets with or without specific tags. One tag can be entered or you can enter multiple tags by separating them with a space.
Ticket: Channel

Is

Is not

There is a number of ways a ticket can originate from your Helprace.

Agent (Staff member created the ticket)

API

Email

Feedback Widget

User Portal

Ticket: Received at - If you've set up multiple email addresses for your Helprace, you can filter tickets coming into to a specific mailbox. For example, you may accept requests at support@yourcompany.helprace.com and help@yourcompany.com. To use this feature you'll have to add a separate email account to Helprace as shown here.

Timed conditions

In addition to conditions listed above, you may want to add timed conditions. Since automations are time-based, you can specify number of hours that elapsed since a ticket property is established.

Tip: Timed conditions are optional. If timed conditions shown below are not set, the automation will fire every hour.

Tip: Timed conditions must be specified in whole numbers. For example 1.5 will be interpreted as 1. Similarly, specifying 0 will void the condition.

  • Hours since created
  • Hours since opened
  • Hours since pending
  • Hours since on-hold
  • Hours since solved
  • Hours since closed
  • Hours since assigned
  • Hours since update (any type of update)
  • Hours since requester update
  • Hours since assignee update

Automation actions

Actions are the events that take place due to conditions specified in your automation.

Ticket Property Action
Ticket: Status

Ticket status is set to:

New - a newly created ticket not assigned to an agent

Open - ticket was acknowledged or assigned to an agent

Pending - ticket was answered, awaiting a response from user

On-hold - ticket is still "open" but an agent is waiting on 3rd party

Solved - the agent or user considers the ticket resolved

Closed - tickets can only be set "closed" by the system

Ticket: Type

Ticket type is set to:

Ticket - support ticket

Question - request in a form of a question

Problem - request in a form of a problem

Incident - an incident needing to be addressed

Task - actions needing to be done

Ticket: Priority

Ticket priorities are Low, Normal, High or Urgent.

Setting the status "less than" or "greater than" returns tickets before or after those as in the chronological order listen above (respectively).

Example:

Ticket: Priority Greater than Low

Displays tickets with all priorities except "Low".

Ticket: Assignee

Ticket is assigned to:

(Current User) - The last person who made any changes to the ticket. This person may be any staff member, not necessarily who the ticket is assigned to.

(Requester) - The individual who is labeled as the requester. When a staff member creates a ticket on behalf of a requester, the requester's name will be displayed.

Agent Name - The names (first and last) of staff members will be displayed. You can select them from a list.

Example:

James Smith
Ticket: Set tags

Tags you wish to apply to a ticket. These tags will overwrite existing tags. Additional tags should be separated with spaces.

Ticket: Add tags Adds tags to the existing list of tags to a ticket. Additional tags should be separated with spaces.
Ticket: Remove tags Removes tags from existing list of ticket tags. These tags should be separated with spaces.
Email user

An email is sent to the following user (see below):

(Current User) - The last person who made any changes to the ticket. This person may be any staff member, not necessarily who the ticket is assigned to.

(Requester) - Individual who is labeled as a requester, regardless of whether a staff member created a ticket on their behalf.

(Assignee) - The staff member assigned to the ticket

(cc) - The email will be sent to addresses in the cc field

Agent Name - The names (first and last) of staff members will be displayed. You can select them from a list.

Placeholder details for emails

You can insert placeholders or commands into your email messages sent by automations. Here's how to do this:

  1. When setting up an Action, select Notification: Email user
  2. Click Show placeholder details under the message box to see available placeholders. For more information, refer to Helprace email placeholder guide.

Cloning, modifying, reordering automations


Cloning automations

Cloning an automation copies it so that you can modify it from its existing set of conditions and actions. To do that,

  1. Log in to the admin panel and select Settings in the header.
  2. Select Automations on the left menu, right under Tickets.
  3. Click the cog on the right of the desired automation and select Clone

You will be given an opportunity to make any changes to your copy. If you click "Save" without making any changes, you will make an identical duplicate your automation.

Modifying automations

To modify an automation,

  1. Select Automations on the left menu, right under Tickets.
  2. Click the cog on the right of the desired automation and select Edit
  3. Modify your automation as needed. Click Save.

Reordering automations

To reorder an automation,

  1. Select Automations on the left menu, right under Tickets.
  2. Simply drag and drop your automation in the desired place as shown:

Tip: You cannot drag an Active automation into the Inactive automations category and vice versa.

Deleting automations

You can delete and deactivate your automation. Deleting removes your automation permanently and this cannot be undone.

Tip: You can also deactivate an automation if you wish to remove it from operation. Deactivated automations can be reactivated when needed.

  1. Select Automations on the left menu, right under Tickets.
  2. Click the cog on the right of the desired automation and select Delete
  3. A window confirming your action will show up. Select Delete.

To deactivate an automation,

  1. Select Automations on the left menu, right under Tickets.
  2. Click the cog on the right of the desired automation and select Deactivate
  3. Your automation will be disabled and appear in the list of Inactive Automations.
Was this article helpful?
0 out of 0 found this helpful