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How to change order of ticket rules

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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

  1. Enter the Customer Support settings page in Upsales
  2. Navigate to the the "Ticket rules" settings page, there should be a list with the rules you've set 
  3. Click the link "Change the rules run order" which will enable you to change the list sorting
  4. Move the rules up or down to your liking
  5. Click Save

 

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Articles in this section

  • How to create ticket rules for Customer Support
  • How to change order of ticket rules
  • Ticket rules: Assignee

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