The Awesome Support rules engine allow you to perform tasks in response to events in the Awesome Support ticket system. You can configure the engine to perform tasks in response to the following events:
Ticket Reply Received
Agent Replied To Ticket
When an event is triggered you can decide to perform any of the following actions:
Change ticket status
Change ticket state
Move ticket to trash
Add a note to a ticket
Add a reply to a ticket
Call a web-hook/HTTP Get/HTTP Post endpoint
Send an email
Send a Zapier message
When an event is triggered you can decide if an action should be performed based on the attributes of the ticket. These attributes are:
Age of ticket
Age from last customer/client reply
Age from last agent reply
Contents of subject line
Client Email Address
Agent Email Address
Contents of custom field
Contents of ticket/reply
Date of ticket
Examples of Rules
Automatically assign an agent based on the product or department
Automatically set the status of a ticket based on who the customer is – escalate tickets automatically for important customers!
Update your external CRM system with new tickets by sending information to Zapier
Close tickets if your agent sends an email reply with a secret authorization code
Automatically delete any ticket that has “out of office” in its title
Send an email to the customer when the status changes
The flexibility offered by the rules engine allow you to create hundreds of different rules!
From a security standpoint you can determine which roles can see and use individual trigger and action fields. Generally, Administrators can see and use everything.
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