Use ticket rules to automatically categorise, assign, and prioritise Customer Support tickets.
This article covers:
- Create a ticket rule
- Filters
- Priority
- Ticket type
- Assignees
- Send email settings
- Actions
- Apply rules to manually created tickets
You can also change the order that ticket rules will run
Create a ticket rule
- Click Settings → Customer support → Ticket rules:
- Click Add:
- Add a name for the rule, and click the toggle to set active or inactive:
Filters
Add filters for Tickets, Contacts or Companies. You have the option to Include tickets that matches all of the following filters and Exclude tickets that matches any of the following filters.
You can also exclude email addresses and domains from submitting tickets
Priority
Click to choose a ticket priority level (don't set priority, low, medium, high, critical):
Ticket type
If left empty, Upsales selects your default ticket type:
Assignees
Select assignees, by users or roles:
Send email settings
You have the option to select:
- Send email to the assignee about the ticket
- Send email to account manager(s) about the ticket
If both options are selected, the notification settings Assigned a ticket and Receive email about new tickets as account manager will be ignored
If Send email to the assignee about the ticket is selected, this form of email will be sent:
If Send email to account manager(s) about the ticket is selected, this form of email will be sent:
Actions
You can add multiple actions: To-do, phone calls, email, and webhook.
Apply rules to manually created tickets
Below the list of rules on the Ticket rules page, the Apply rules to manually created tickets toggle decides whether rules run on tickets you create yourself in Upsales. It is on by default.
When it is off, no ticket rule runs on tickets created in Upsales: they keep the type, priority and assignee you gave them. Tickets that come in by email or a form always go through the rules.