The Ticket Automations feature allows you to filter tickets upon which you can run a set of automated actions. I have encountered limitations in the ability to filter tickets and in what actions can be automated. Here are improvements I’d like to see.
The ability to filter tickets by:
- The customer the ticket is attached to
- Asset(s) which are attached to the ticket
- Content in the body of the previous x number of comment(s)
- If the automation has run on the ticket previously / number of runs
- Labor log statistics - total time, number of entries, charged/uncharged, etc.
The ability to perform these actions:
- Change the “Ticket Issue Type” field
- Assign to one out of a group of people (round-robin/random/weighted/conditional)
- Attach an asset to a ticket
- Add emails to the Additional CC’s or Subscribers field
- Add a worksheet to the ticket
- Request approval from person to take an action
- Change labor log - add entry, clear charge/charge time
It would be nice to see a log of the recent history for each automation running on tickets (like in scripts).