Use ticket rules to automatically categorise, assign, and prioritise Customer Support tickets.
You can route, filter, and flag tickets based on importance.
You can also change the order that ticket rules will run
- Click Settings → Customer Support → Ticket rules:
- Click Add:
- Add a name for the rule, and click the toggle to set active or inactive:
- You can also add filters by clicking Tickets:
- Click email to set a filter for Customer Support user email addresses:
- Select the Customer Support user's email address, and then click Is/Is not to include or exclude the user from the ticket rule:
You can also exclude email addresses and domains from submitting tickets
- Click to choose a ticket priority level (don't set priority, low, medium, high, critical):
- Select the ticket type:
- Select assignees, by users or roles:
- Click Save and that's it!