Customize quick actions
Quick actions allow you to save time in your daily ticket processes
2. Click on the new quick action button to customize an action according to your needs, fill out the fields of your preference.
These actions can be set up according to your workflow process using Issue/Sub Issue type field or ticket Status field.
Label: Name of the button
If you need your actions to categorize your tickets for routing, workflow, searching and reporting purposes. Use issue/sub-issue type
Issue type: Select issue type
Sub issue type Select sub-issue type
To set up the statutes for action to help you to how close a ticket is to resolution, or how close a task is to completion. Use the statutes field
Status: Select your preferred statuses
Resolution text: Populate which text you want to add to the resolution of your ticket (it will be enabled just when the status is complete)
UDF: User-defined fields, select one of your defined fields
UDF Value: Write down what you want to populate into the chosen UDF
3.Once you populate the fields, click enables for each quick action you create and click save.
4. Now your quick actions have been created and ready to be used in your ticket notifications through card templates.
These are some example scenarios where quick actions play an important role
Example scenario 1
Consider a SPAM email coming into your ticket queue and creating a new ticket. You likely don’t need to action anything for this, but you may have some Issue and Sub-Issue types that you use to track and trigger other actions.
In this scenario, you can create a ‘SPAM’ button that will
- Immediately set the ticket to ‘Complete.’
- Change the Issue and Sub Issue type to your personalised Issue/SubIssue types.
- The Resolution field of the ticket is updated with your custom text. EG: “SPAM email only. No action required.”
Example scenario 2
Example 2: Consider an account enquiry from a customer arriving in your support queue. In this scenario, you would not assign this to anyone on your technical team. Instead, the ticket would have a custom field updated so that a separate workflow is triggered to move that ticket from the support queue to your accounts team.
In the steps.
- Update the issue/sub-issue types to your personalised Accounts and Query labels
- Update a custom field for ticket routing
The ticket status and another field can remain unchanged, depending on your internal processes
NOTE: You can create up to 50 Quick actions. To see these actions reflected in your ticket Talos notifications you need to set up your card templates.