Hey everyone! On the heels of June’s release of Ticket Tags, we’re rolling out Customer Tags and Ticket Automation updates on Mon, July 31 to further enhance your workflow. The Ticket Automation Updates include a refreshed UI and new conditions and actions. Both the Customer Tags and Ticket Automation updates are available on both our existing Core and upcoming Team plans.
Customer Tags
Customer Tags are an easy and flexible way for you to categorize your customers beyond existing filtration to develop more robust filtering and dynamic ticket automations.
You don’t need to prepare for the release of Customer Tags in advance, nor will it impact any of your current workflows.
Guess what? Customer Tags become even more powerful when combined with Real-Time Ticket Automations in our upcoming Team plan. Here’s just a few useful applications:
- Automatically assign new tickets submitted by large customers to your top technicians - Add a Customer Tag with the name of your top technician named Francis. Then, you can create a Real-Time Automation rule that automatically looks for the ‘francis account’ tag as customers submit tickets.
- Flag VIP clients to ensure any tickets they submit generate internal team alerts and are triaged accordingly - Add a ”VIP” customer tag and set up a real-time automation rule that looks for this customer tag when clients submit tickets. Then, set up a ticket view for your VIP queue that will display the VIP tickets.
- Filter your main customer list based on tags you assign to your customers - Simply add ‘Customer Tags Includes’ and ‘Customer Tags Excludes’ to Customer Saved Searches.
For more information on Customer Tags, review our knowledge base article.
Ticket Automation Updates
We’re rolling out a refreshed UI and new conditions and actions, available on all plans for Hourly automations, described below.
Refreshed UI on Automation List and Edit pages
We updated the UI on the Automation List and Edit pages to be simpler and more responsive for you and your team as you build new, powerful automations that streamline your help desk workflows.
Ticket Tag Conditions in Ticket Automation
Ticket Tag includes
Pull in tickets associated with specific tags(s). Entering multiple tags in this field will apply “OR” logic. If you check the Includes Untagged box, you will pull in tickets that have tags defined in the condition OR untagged tickets. To pull in ONLY untagged tickets, leave the tag input field blank with just the Include Untagged Tickets checkbox selected.
Ticket Tag excludes
Pull in tickets that are not associated with the tag(s) defined in the condition. This condition will also include untagged tickets by default. Entering multiple tags in this field will apply OR logic.
Customer Tag Conditions in Ticket Automation
Customer Tag includes
Pull in tickets submitted by contacts associated with customers tags. Similar to Ticket Tags, entering multiple tags in this field will apply OR logic. If you check the Includes Untagged box, you will pull in tickets associated with customer tags defined in the condition OR untagged customers. To pull in ONLY untagged tickets, leave the tag input field blank with just the Include Untagged Customers checkbox selected.
Customer Tag excludes
Pull in tickets that are not associated with the customer tag(s) defined in the condition. This condition will also include untagged Customers by default. Entering multiple tags in this field will apply OR logic.
Ticket Tag Actions in Ticket Automation
Add Ticket Tag
Add any tags you’ve defined to the associated ticket when the automation is run. Given tags do not support duplicate tags, if the tag is already associated with the ticket, then the automation will not apply the tag and skip this action.
Remove Ticket Tag
Remove any tags you’ve defined in the associated ticket when the automation is run. If the tag selected is not already associated with the ticket, then this action will be skipped.
Adjust the sort order of hourly automations
Adjust the sort order to ensure that each rule is evaluated in a specific order based on your workflow. Simply hover over the corresponding automation and you’ll see the sort icon in the left-most section of the row:
New active / inactive toggle for automations
Easily pause automations in the event that one of your technicians are temporarily unavailable or out of office for an extended period. The new active/inactive toggle for all automation types allows you to deactivate your automations without having to delete them and avoid recreating and re-sorting them when you’re ready to reactivate them.
The active toggle can be managed from either the main automation list or on the automation detail page itself below.
For more information on Ticket Automations, review our knowledge base article.