If you've got multiple rules for Customer Support tickets, here's how to select which rule runs first.
Here's an example:
Rule: Assign to FInance
- Criteria:
- If the ticket is sent to billing@company.com
- ARR: Above 1M EUR
- Action:
- Assign to role: Finance
Rule: Assign to KAM
- Criteria:
- If the ticket is sent to billing@company.com
- ARR: Above 1M EUR
- Action:
- Assign to role: KAM
Result:
The ticket will be assigned to the KAM role defined in "Assign to KAM" since it's placed below "Assign to FInance".
How to change the run order
- Enter the Customer Support settings page in Upsales
- Navigate to the the "Ticket rules" settings page, there should be a list with the rules you've set
- Click the link "Change the rules run order" which will enable you to change the list sorting
- Move the rules up or down to your liking
- Click Save