Ticket rules help you assign tickets to the right user or team depending on the ticket's email details. Set up rules and tell Upsales who should be given the ticket or what priority or type the ticket should have, and decrease your manual workload.
How to create a ticket rule based on the synched email adress
- Be an administrator
- Go to Settings > Customer Support > Ticket rules and create a new ticket rule
- Name the rule
- Click add filters for tickets and select email
- Add the email adress the rule should be applicable for
- Decide what actions that should be performed automatically for tickets created from the email adress. You can select among:
a) Set priority
b) Set ticket type
c) Set assignee
- Save the ticket rule
If you have several ticket rules you can decide the run order of the ticket rules. If there are conflicting criterias or actions it's the last ticket rule that will take effect.