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Get notified every time a ticket is created in your helpdesk

Author: Anand Raju

Looking for a way to be notified every time a ticket is created in your helpdesk, even if you are not assigned to it? 

This is a common use case, where you may want to be aware of all tickets that are coming into your helpdesk. You can do this easily in Desk365 by creating an Automation Rule. Let’s look at how to create a rule for this use case. 

 STEP 1:

Under the Settings > Productivity > Automation tab, you have to create a new rule which will be triggered on newly created tickets. 

creating automation rules during ticket creation


Give a name to the rule you are creating and enter an appropriate description for it. 

enter the name and description for the automation rule


Here, you have 2 options – “All of the conditions” and “Any of the conditions”. Choose “All of the conditions”  and choose Channel as your property. Please select the channels through which you would like to receive tickets.

You may select the “Any” option under “Channel” for the rule to trigger whenever a ticket is created through any channel.

choosing channel is any as ticket property


Once you have added the conditions, choose “Notify Agent” and choose the agents that you wish to notify. Now click on Save Automation. 

notify agent in do action in automation rules

That’s it. Now, each time a ticket is created through any of the channels, the rule gets triggered and the agents will be notified. This is an example of an Automation Rule that gets triggered when a ticket is created. We also have another option- “Ticket Updates” that gets triggered during the ticket update process.

Require additional assistance? Please reach out to us at help@desk365.io

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