Business Rules Engine (With Zapier Integration)

Create rules for routing, tagging and managing tickets; integrate tickets into hundreds of additional systems with Zapier

Powerful rules based ticket-handling is the domain of this add-on to the Awesome Support WordPress Helpdesk Plugin.  It follows a TRIGGER->CONDITIONS->ACTIONS paradigm.  Set your rule triggers, select the conditions that must be met in order to trigger an action and then select the actions that will be performed.

Examples Of Rules

Here are just some of the great rules you can create with this add-on:

  • Notify admins and supervisors when tickets from particular customers arrive
  • Automatically send customers notice of a system outage when they submit a ticket
  • Connect your ticket system to hundreds of other products via Zapier
  • Automatically assign tickets to particular agents based on any combination of 15+ rule conditions
  • Escalate select tickets automatically based on keywords in the ticket or reply
  • Add notes and alerts to tickets based on the client or client attributes
  • Send email alerts when replies are received on old tickets

You can create any combination of rules – you can even create a different rule for each of your customers if you wish!

Triggers

Trigger actions on tickets based on seven key ticket events:

 

Conditions & Filters

The add-on includes a wide array of conditions that can be used including:

  • State
  • Status
  • Contents of tickets and replies
  • Clients
  • Agents
  • Contents of custom fields and more

Actions

Select from one or more actions to automate ticket tasks.  Actions include:

  • Changing ticket status (eg: escalating a ticket)
  • Closing a ticket
  • Changing agents
  • Moving tickets to trash
  • Adding a note to a ticket
  • Adding a reply to a ticket
  • Firing a webhook
  • Sending emails
  • Pushing a message to Zapier
  • Change ticket priority
  • Update ticket department

Periodic Rules

Periodic rules are rules that are executed at a regular interval.  You can use periodic rules to do things like:

  • Send reminders of open tickets with a particular status or priority to agents and users
  • Escalate open tickets if they’ve been open for too long
  • Send reminders to agents if they haven’t responded to an open ticket in a while

Periodic rules are a powerful feature of this add-on and can help to significantly streamline your workflow!

Have A Question?

With an add-on this powerful you might have questions about what it might be able to do.  Just drop us a note on our contact form and we’ll let you know if what you need can be done.

Purchase options

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  • Billed once per year until cancelled

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Basic System Requirements

  • WordPress Version 4.9 or later
  • Awesome Support Version 5.8.0 or later
  • PHP 7.1 (7.3 or later recommended)

Additional Requirements

There are no additional requirements for this item.

Documentation

View documentation

Purchase options

  • Billed once per year until cancelled

  • Billed once per year until cancelled

  • Billed once per year until cancelled

Add to Cart

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The items below are great complements to this product!

 

Did You Know?  You Can Easily Import Your Tickets From ZENDESK, HELPSCOUT and TICKSY With Our Free IMPORTER Add-on? Click here to find out more!

Recurring Subscription Notification

The pricing for this (and most other add-ons) is set as a subscription by default. However, you are free to cancel the recurring subscription at any time – you will still be entitled to the one year of free updates and support from the time of your last payment. The software will generally continue to work without additional payments. However, you should be aware that, as with all software, a future update of any of WordPress / Awesome Support Free Core could include a breaking change. At that time, if you are not on a subscription plan, you will need to purchase a new license to obtain the compatibility updates necessary for the product to continue to work.

To cancel your subscription:

  • Credit card or stripe users- just go to your MY ACCOUNT page on our website.
  • Paypal users - cancel from directly inside your Paypal account.

This notice does not apply to service products such as custom programming or to free plugins.

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Changelog

Version 2.6.0

  • New: You can now choose a channel as a condition for increasing the amount of automation rules.
  • New: Now it is possible to extend the rule execution cron for more than 1 day and run it for days, weeks and even months.
  • Fix: Fixed the condition selection for Agent name, Client name and Client email address.

Version 2.4.0

  • Fix: Fixed incompatibility issues with WordPress 5.5 update.

Version 2.2.0

New: Requires AWESOME SUPPORT 5.7.0 or later!
  • Fix: The message shown when the Awesome Support version is incorrect was itself incorrect.
  • Fix: An error message that might occur when a variable is empty.
  • Tweak: Add messages that let agents know that they are not allowed to view/edit items in a rule-set.
  • New: Added new action hook after certain fields are updated on a ticket. The new hook is: wpas_rules_engine_after_ticket_update.
  • New: Added the new phone number fields as user and agent attributes - these were introduced in Awesome Support V 5.5.2.
  • New: Add new filters around pushing data to zapier/webhooks. These are: asre_zapier_client_attributes, asre_zapier_agent_attributes, asre_zap_test_data
  • New: Add new filter when retrieving a list of rulesets for the currently active trigger - asre_get_current_trigger_rules

Version 2.1.0

  • Fix: Fix: customer_last_reply() and agent_last_reply() functions were returning incorrect results.
  • Tweak: Now requires Awesome Support 5.5.0 or later.

Version 2.0.1

  • Fix: If user closed ticket on front-end, the close rule was not firing because the permission check was for edit-ticket instead of close-ticket.

Version 2.0.0

  • New: CRON process allows rules to be run on a regular basis on open tickets, closed tickets or both. You can use this to do thins like send alerts on tickets that haven't been updated in a while.
  • New: Added the ticket contents field as a CONDITION item.
  • Fix: Issue with conditions for custom field taxonomies
  • Fix: Issue with conditions for date custom fields

Version 1.1.1

  • Tweak: Disable actions for DEPT and PRIORITY if not enabled in TICKETS->SETTINGS
  • Tweak: Refactor a large function into three smaller ones
  • Fix: The ADD NOTE action was adding the note under the end-user's name instead of an agent's name. Now have option to use an agent's name/id
  • Fix: Corrected some labels in the ACTION tabs section of a ruleset.

Version 1.1.0

  • New: Add option to change priority as an action
  • New: Add option to change department as an action
  • New: Add option to change channel as an action
  • New: Add option to change secondary and tertiary agents as an action
  • New: Add option to change first and second additional interested user email addresses as an action
  • Tweak: Added some color to the main ruleset definition screen. Let us know if you hate it and we'll revert back.
  • Fix: Some strings were not being translated

Version 1.0.3

  • Fix: Not all roles were showing on the security settings screen
  • Fix: The Close Ticket checkbox was not respecting the security role option on the settings screen.
  • Fix: Not all elements of the SEND EMAIL action tab were respecting the security role option on the settings screen.

Version 1.0.2

  • Tweak: Easier to edit items in fields when editing a ruleset
  • Fix: Permissions issue prevented a number of items from showing when used on multi-site
  • Fix: Permissions issue when user with administer_awesome_support capability is logged in - they weren't being treated as an AS administer_awesome_support

Version 1.0.1

  • New: Send TICKET ID and REPLY ID to zapier and make available for use in WEBHOOKS as well
  • Tweak: Grammar (Changed TICKET REPLY RECEIVED trigger label to CLIENT REPLIED TO TICKET)
  • Tweak: Include language files for translation
  • Tweak: Ticket ID and Reply ID are now sent to Zapier and accessible by WEBHOOKS

Known issues that are not fixed in this release:

  • Conflict with NOTIFICATIONS add-on. Notifications will use the ASSIGNEE on the ticket as the source of replies when sending notifications instead of the ASSIGNEE on the reply

Version 1.0.0

Initial Release