Introduction

Lets face it - we all have customers that are more valuable than most or that require more hand-holding than most.  For those customers, you sometimes want to get their tickets handled by your best agent; or sometimes you might just want to tag those tickets with a VIP status so they move to the top of your ticket list.

Making this happen with Awesome Support and the Awesome Support Business Rules Engine is almost trivial. Here's a step-by-step tutorial to implement this:

What You Need

• Awesome Support 4.3.5 or later (Free)
• The Awesome Support Rules Engine Add-on (Premium add-on)
• Custom Status and Labels (Free or Premium Version)

Preliminary Set up

We'll assume you just want to tag the tickets from your important customers with a VIP label.  So the first thing you need to do is set up that label.

• Go to TICKETS->STATUS and LABELS.
• Click the NEW STATUS button at the top of the list
• Enter VIP for the title and choose an appropriate color (we like the color RED for this purpose)
• Click the PUBLISH button

Now that we have our label, lets create a rule that uses it!

Rules Setup

• Go To AS RULESET->ADD NEW RULESET
• Give the Ruleset a name such as VIP CLIENTS
• In the Trigger Section click the checkbox next to NEW TICKET

Your screen should look like this now:

• In the Conditions & Filters section scroll to the Client Name row.
• In the first column select AND from the conditional drop-down.
• In the third column type in the name(s) of your VIP clients (once you start typing names you'll see a matching selection of the names)

That area of your screen should look similar to this:

• In the Actions section set the CHANGE STATUS drop-down to VIP.
• Click the SAVE button on the upper right of your screen.

That's all there is to it.  Now, when those customers submit a ticket they will automatically be tagged with a VIP status.

Additional Workflow Ideas

Want to make this idea even more powerful?  Here are some additional things you can do:

• Use the EMAIL TEMPLATES in the rules engine to notify supervisors or business owners when this rule is triggered - this way they are kept in the loop on all your important customers
• Use the ADD A REPLY option to automatically notify the customer that extra care is being paid to their ticket
• Modify the rule so that a particular agent is always assigned to these tickets (your best agent!)