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PSA Options - Automation Rules

  • Updated

Automation is great for generating a standard across your business, maintaining professionalism and accommodating a convenience for your staff members! 
When MSPmate detects a specified Trigger Event, the system will then perform a given action (i.e Send an email to a technician).

What would a typical automation rule look like?
1. Sending an email to a customer that's opened a ticket
2. Sending an email to a customer that's closed a ticket
3. Sending an email to a technician after a customer replies to an open ticket
4. Auto-assign a ticket to a technician after a specific customer opens a ticket

In this guide, we will setup no. 2 & 4.


Setup an automation rule

Firstly, navigate to Admin > PSA Options > Automation Rules

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Select New Rule

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Sending an email to a customer that's closed a ticket

You'll be presented with the following page. Enter the rule's details

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  • Rule Name
  • Description: A brief description of the rule's objective
  • Event: The trigger event (in this case, 'Ticket Closed')
  • Active: Whether the rule is active or not

 

Proceed by clicking Save

 

Select your new rule - expanding the Conditions/Actions field. Then select Add Condition

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 You'll be presented with the following page. Enter the rule's conditions5.PNGTicket Field: The field in which is expected to change (In this case, 'Status') 
Operator: Whether the ticket field is equal/not equal to the value
Expected Value: The value of which the field is expected to change to

Proceed by clicking Save

select Add Action
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You'll be presented with the following page. Enter the rule's action

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Action Type: If the ticket meets the previous condition, the system will perform the following action ('Send an email to the contact')
Email Template: The template to be sent in the email. Click here for information on email templates. 


Auto-assign a ticket to a technician after a specific customer opens a ticket

Head back to the Automation rules page and select New Rule. Enter the following details;

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Expand your newly created rule & add a new Condition. The condition should match the following;

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add a new Action. The action should match the following;

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