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
Select New Rule
Sending an email to a customer that's closed a ticket
You'll be presented with the following page. Enter the rule's details
- 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
You'll be presented with the following page. Enter the rule's conditions
Ticket 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
You'll be presented with the following page. Enter the rule's action
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;
Expand your newly created rule & add a new Condition. The condition should match the following;
add a new Action. The action should match the following;
