How to create tickets using Automation?
Creating tickets using automation involves setting up predefined rules or triggers that automatically generate a ticket based on certain conditions or events.
Let’s see how it works.
1.
After creating your survey, navigate to the
Automation module create automation.
2.
After
clicking 'Create Automation,' you can leverage your tools to set up an
automation. Within the automation settings, there is tool called 'Responses
Triggered,' and you would want to navigate to the 'Setup Now' option available
in that section
3. After
clicking on 'Set Up Now,' you now need to select the survey for which you want
to create tickets.
4. After
selecting the survey, click on 'Filter Responses' to set the conditions under
which the responses should trigger the automation. Then, click on 'Save &
Continue.
5. After
setting up the condition then go to add action and click on generate ticket.
6.
After
clicking on 'Generate Ticket,' you now need to complete the action.
Let’s understand how it works.
6.1 The ticket description serves to capture the details of a ticket. If there is any response related to that
description, a ticket has been created.
6.2
6.1 The ticket description serves to capture the details of a ticket. If there is any response related to that
description, a ticket has been created.
6.2
Now you have to assign
that ticket to a respective agent
6.3 After setting up the
ticket agent, when a ticket is assigned to that agent, they will receive an
email notification for that ticket.
6.4 You can also set up an escalation notification. If the assigned agent does not make any updates on that ticket, a reminder notification will be sent to them. You can set it up according to your preference in how much time a notification will be sent to him.
6.4 You can also set up an escalation notification. If the assigned agent does not make any updates on that ticket, a reminder notification will be sent to them. You can set it up according to your preference in how much time a notification will be sent to him.
7. After
completing all the actions, click on 'Turn On' to activate your automation and
set it into motion.
8. Now, when a customer
provides a response that matches the conditions you've set up in your
automation, the designated person will be assigned a ticket to address. This
ticket will be displayed in the 'Tickets' tab.
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