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Customize New Ticket Actions

To help deal with repetitive, simple quick action tickets we have implemented the ‘Actions’ button on New Ticket notifications. These Actions can be customized to do several things to a new ticket with a single click.

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

  1. Immediately set the ticket to ‘Complete’
  2. Change the Issue and Sub Issue type to your personalised Issue/SubIssue types
  3. The Resolution field of the ticket is updated with your custom text. EG: “SPAM email only. No action required”

Example Scenario 2

Consider an accounts email from a 3rd party vendor arriving at your queue. In this scenario, it could be a ‘View your Microsoft 365 Business Standard invoice‘ email. Similar to the above, you will not need to assign this to your technical team. The ticket can be completed and Issue and Sub-Issue types updated to allow for notification to pass to an account’s personnel via an Autotask workflow.

In this scenario, you can create an “Accounts” button that will

  1. Immediately set the ticket to ‘Complete’
  2. Change the Issue and Sub Issue to “Accounts” and “Notification” – this, in turn, triggers a Workflow to send the details onto a customer accounts manager.
  3. The Resolution field of the ticket is updated to “Account notification only. Details forwarded to the customer”

NOTE: Currently these commands can be run by any staff member to make changes

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