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Customer replied configuration

Customer replied configuration

The Customer Replied interaction gives an immediate notification to the assigned technician for any ticket that has a note added from an external contact. Talos will post a notification card in your designed Talos Channel in Microsoft Teams mentioning the technician in question so that it appears in her/his Activity feed. The information shown will be a brief (400 character limit) of what the note is followed by a prediction and some actions you can take on the ticket directly from Teams.

Create the workflow rule for Customer replied

Whenever a new ticket has been idle for too long, Talos will notify your selected Teams channel again about the inactive ticket.

  1. Login to Autotask and go to Admin -> Workflow Rules.
    Ensure you are on the Service Desk tab and click the New button
  2. Give the Workflow a recognisable name. We recommend that any workflow that is interacting with a TRIBU product starts with TRIBU.
  3. Fill out the description with something meaningful for quick reference.
  4. Tick on the ‘Note added by’ and set this to External Contact
  5. Scroll down to Conditions and set the first condition to ‘Status’ -> equal to -> New
  6. Scroll down further to Updates and set the UDF: TRIBU field to CustomerReplied
    UDF Setup instructions here
  7. Then go to Actions and set the ‘Then Execute Extension Callout’ and set it to your “TRIBU Callouts” callout.
    Callout setup instructions are here.
  8. You can add in any other conditions and actions to take that follow your standard business procedures as well. However, there can only be one Extension Callout that must be set to go to tribu


See also

Next Steps

Go to Using Talos 


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