{"id":18823,"date":"2023-06-06T14:56:17","date_gmt":"2023-06-06T14:56:17","guid":{"rendered":"https:\/\/vigneshkarthik.website\/helpdesk\/docs\/automations\/configuring-workflow-rules\/configuring-automation-rules-to-run-on-ticket-updates\/"},"modified":"2026-03-17T20:30:10","modified_gmt":"2026-03-17T20:30:10","slug":"configuring-automation-rules-to-run-on-ticket-updates","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/configuring-automation-rules-to-run-on-ticket-updates\/","title":{"rendered":"Configuring automation rules to run on ticket updates"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"18823\" class=\"elementor elementor-18823\" data-elementor-post-type=\"docs\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-66fe151a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"66fe151a\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-27068b83\" data-id=\"27068b83\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c3bdc7a elementor-widget elementor-widget-template\" data-id=\"c3bdc7a\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35544\" class=\"elementor elementor-35544\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-00eb9f3 e-flex e-con-boxed e-con e-parent\" data-id=\"00eb9f3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c8b655 elementor-widget elementor-widget-html\" data-id=\"9c8b655\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Standard<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n  <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6b5038ac elementor-widget elementor-widget-text-editor\" data-id=\"6b5038ac\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.desk365.io\/automated-help-desk\" target=\"_blank\" rel=\"noopener\">Automation rules in <span style=\"color: #3f51b5;\">Desk365<\/span><\/a> help you define a workflow with a predefined set of actions that have to occur during ticket creation as well as during ticket updates.<\/p>\n<p>These actions can be triggered based on specific ticket or account properties and updates that happen to them.<\/p>\n<p>With the ability to define a set of predefined actions for ticket updates, businesses can automate repetitive tasks, reduce manual errors, and improve productivity.&nbsp;<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2938a476 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2938a476\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-db807fa\" data-id=\"db807fa\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-25cd160 elementor-widget elementor-widget-heading\" data-id=\"25cd160\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Setting up automation rules to run on ticket updates<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-46c61db1 elementor-widget elementor-widget-image\" data-id=\"46c61db1\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1392\" height=\"1163\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-rule-triggered-when-ticket-is-updated.webp\" class=\"attachment-full size-full wp-image-33394\" alt=\"automation-rule-triggered-when-ticket-is-updated\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-rule-triggered-when-ticket-is-updated.webp 1392w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-rule-triggered-when-ticket-is-updated-300x251.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-rule-triggered-when-ticket-is-updated-1024x856.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-rule-triggered-when-ticket-is-updated-768x642.webp 768w\" sizes=\"(max-width: 1392px) 100vw, 1392px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-49dedaa9 elementor-widget elementor-widget-text-editor\" data-id=\"49dedaa9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>&#8216;Ticket Updates&#8217; rules are like ticket creation rules, that are triggered during the ticket update process. With ticket updates, it is possible to configure the rules to be triggered only when a particular agent or group of agents perform an update action.<\/p><p>You can easily configure these rules by going to Settings &gt; Productivity &gt; Automation tab in Desk365 and choose the \u2018Ticket Updates\u2019 tab to get started.<\/p><p>Automation rules for \u2018Ticket Updates\u2019 in Desk365 let you automate various tasks to simplify your customer service process. Here are some simple examples:<\/p><p>\u2013 Assigning tickets to specific agents or groups for high-value customers when there is a change in priority or status.<\/p><p>\u2013 Automatically sending an email notification to a customer when their ticket has been resolved or when a <span style=\"color: #3f51b5;\"><a style=\"color: #3f51b5;\" href=\"https:\/\/www.desk365.io\/blog\/ticket-escalation-process\/\">ticket has been escalated<\/a><\/span> to a higher priority level.<\/p><p>\u2013 Deleting tickets based on specific conditions and more.<\/p><p>Now, let\u2019s explore the process of creating an automation rule in Desk365 that will be executed when a ticket gets updated.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-59b5790a elementor-widget elementor-widget-text-editor\" data-id=\"59b5790a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>1. To get started, log in to your Desk365 account and go to the Settings &gt; Productivity &gt; Automation tab. From there, click on the \u2018Create New Rule\u2019 from the Ticket Updates tab.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21594180 elementor-widget elementor-widget-image\" data-id=\"21594180\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"531\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/creating-new-automation-rule-ticket-updates-desk365-1024x531.webp\" class=\"attachment-large size-large wp-image-34028\" alt=\"creating-new-automation-rule-ticket-updates-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/creating-new-automation-rule-ticket-updates-desk365-1024x531.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/creating-new-automation-rule-ticket-updates-desk365-300x156.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/creating-new-automation-rule-ticket-updates-desk365-768x398.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/creating-new-automation-rule-ticket-updates-desk365.webp 1230w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7b65b287 elementor-widget elementor-widget-text-editor\" data-id=\"7b65b287\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>2. Provide a name for the rule and enter the description if you have any in the below box.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-58a3794e elementor-widget elementor-widget-image\" data-id=\"58a3794e\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"997\" height=\"386\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/providing-automation-rule-a-name-and-description-desk365.webp\" class=\"attachment-large size-large wp-image-33386\" alt=\"providing-automation-rule-a-name-and-description-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/providing-automation-rule-a-name-and-description-desk365.webp 997w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/providing-automation-rule-a-name-and-description-desk365-300x116.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/providing-automation-rule-a-name-and-description-desk365-768x297.webp 768w\" sizes=\"(max-width: 997px) 100vw, 997px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-18d467ed elementor-widget elementor-widget-text-editor\" data-id=\"18d467ed\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>3. Ticket updates are typically triggered when a ticket is being updated, and the action performed will depend on the user who is performing the update.<\/p><p>If the update is being performed by an agent, you will need to select the specific user. It is possible to add multiple agents to this selection.<\/p><p>Additionally, you can select anyone in the system, which will trigger the ticket update when the action is performed by anyone within the system.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3dc75288 elementor-widget elementor-widget-image\" data-id=\"3dc75288\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"511\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-when-action-is-performed-desk365-1024x511.webp\" class=\"attachment-large size-large wp-image-33387\" alt=\"\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-when-action-is-performed-desk365-1024x511.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-when-action-is-performed-desk365-300x150.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-when-action-is-performed-desk365-768x383.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-when-action-is-performed-desk365.webp 1115w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-33307f99 elementor-widget elementor-widget-text-editor\" data-id=\"33307f99\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>4. Choose the event when updated, this rule has to be triggered.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c73f71c elementor-widget elementor-widget-image\" data-id=\"1c73f71c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"515\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-when-automation-rule-gets-triggered-desk365-1024x515.webp\" class=\"attachment-large size-large wp-image-33388\" alt=\"configuring-when-automation-rule-gets-triggered-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-when-automation-rule-gets-triggered-desk365-1024x515.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-when-automation-rule-gets-triggered-desk365-300x151.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-when-automation-rule-gets-triggered-desk365-768x386.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-when-automation-rule-gets-triggered-desk365.webp 1117w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-751a7865 elementor-widget elementor-widget-text-editor\" data-id=\"751a7865\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Now, let us look into the different events that can be utilized for configuring automation rules in detail below:<\/p><p><strong>Priority is changed: <\/strong>In the event that a particular agent or anyone in the system modifies the priority level of a ticket, it is possible to establish a suitable action for this scenario by setting up an automation rule.<\/p><p><strong>Type is changed: <\/strong>In the event that a particular agent or anyone in the system modifies the ticket type, it is possible to establish an appropriate action for this situation by creating an automation rule.<\/p><p><strong>Status is changed: <\/strong>If a specific agent or anyone within the system changes the status of a ticket, it is possible to create an appropriate action for this situation by setting up an automation rule.<\/p><p><strong>Group is changed: <\/strong>If a ticket that has been assigned to a specific group is changed, either by an agent or anyone in the system, it is possible to create an appropriate action for this scenario.<\/p><p><strong>Agent is changed: <\/strong>If an agent or anyone in the system modifies a ticket assignment, it is possible to create a suitable action for this scenario by setting up an automation rule.<\/p><p><strong>Category is changed<\/strong><span data-contrast=\"auto\"><strong>:<\/strong> If the category of a ticket is modified by an agent or anyone in the system, an appropriate action can be established for this scenario by setting up an automation rule.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><strong>Sub Category is changed<\/strong><span data-contrast=\"auto\">: When the subcategory of a ticket is changed, either by an agent or the system, an automation rule can be created to implement the desired action for this situation.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><strong>Contact Responded: <\/strong>If a contact replies to a ticket and certain ticket properties match, it is possible to establish an appropriate action by setting up an automation rule for this scenario.<\/p><p><strong>Agent Responded: <\/strong>If an agent replies to a ticket and certain ticket properties match, it is possible to establish an appropriate action by setting up an automation rule for this scenario.<\/p><p><strong>Private Note Added<\/strong><span data-contrast=\"auto\">: If a private note is added to a ticket, it is possible to create an automation rule to perform a suitable action for this scenario.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><strong>Public Note Added<\/strong><span data-contrast=\"auto\">: When a public note is added to a ticket, an automation rule can be configured to trigger the appropriate action for this event.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ff00169 elementor-widget elementor-widget-text-editor\" data-id=\"7ff00169\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>5. Next step is similar to the one we saw in the ticket creation automation rule, and it verifies if the ticket properties match the updated ticket.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-74f0e5eb elementor-widget elementor-widget-image\" data-id=\"74f0e5eb\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"611\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/defining-conditions-for-the-automation-rule-1024x611.webp\" class=\"attachment-large size-large wp-image-33389\" alt=\"defining-conditions-for-the-automation-rule\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/defining-conditions-for-the-automation-rule-1024x611.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/defining-conditions-for-the-automation-rule-300x179.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/defining-conditions-for-the-automation-rule-768x458.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/defining-conditions-for-the-automation-rule.webp 1202w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7f608481 elementor-widget elementor-widget-text-editor\" data-id=\"7f608481\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>When the ticket is satisfying all the conditions, a set of actions can be performed. Choose the desired action from the \u2018Do Action\u2019 dropdown menu.<\/p><p>If needed, you can also add multiple actions by clicking on the \u2018Add New Action\u2019 button and remove an action at any point of time using the \u2018Remove\u2019 (-) icon.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5cbd98cb elementor-widget elementor-widget-image\" data-id=\"5cbd98cb\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"223\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-do-action-for-the-automation-rule-desk365-1024x223.webp\" class=\"attachment-large size-large wp-image-33390\" alt=\"configuring-do-action-for-the-automation-rule-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-do-action-for-the-automation-rule-desk365-1024x223.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-do-action-for-the-automation-rule-desk365-300x65.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-do-action-for-the-automation-rule-desk365-768x167.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/configuring-do-action-for-the-automation-rule-desk365.webp 1202w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d7d0176 elementor-widget elementor-widget-text-editor\" data-id=\"d7d0176\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>After configuring all the conditions and actions, click the &#8216;Save Automation&#8217; button to create your automation rule.<\/p><p>Once the rule is created, you\u2019ll notice it appearing on the \u2018Ticket Updates&#8217; tab in Desk365.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c439d64 elementor-widget elementor-widget-image\" data-id=\"1c439d64\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"365\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-rule-created-in-desk365-helpdesk-1024x365.webp\" class=\"attachment-large size-large wp-image-33391\" alt=\"automation-rule-created-in-desk365-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-rule-created-in-desk365-helpdesk-1024x365.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-rule-created-in-desk365-helpdesk-300x107.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-rule-created-in-desk365-helpdesk-768x274.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-rule-created-in-desk365-helpdesk.webp 1211w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6afd5c71 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6afd5c71\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1f104d67\" data-id=\"1f104d67\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-53e7efb1 elementor-widget elementor-widget-heading\" data-id=\"53e7efb1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Examples of automation rules that you can set-up during ticket updates<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-727fb9da elementor-widget elementor-widget-text-editor\" data-id=\"727fb9da\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Now, let&#8217;s discuss an example below of an automation rule that you can configure during ticket updates to enhance your workflow.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-655d2902 elementor-widget elementor-widget-heading\" data-id=\"655d2902\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Updating ticket status when contact responds<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2a87d769 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2a87d769\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-293a67ba\" data-id=\"293a67ba\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-12c40758 elementor-widget elementor-widget-text-editor\" data-id=\"12c40758\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The ability to automatically update a ticket&#8217;s status during the support process can greatly improve efficiency and enhance the overall customer experience.<\/p><p>One requirement maybe to have an automation rule that updates the ticket status from &#8216;Waiting for Customer&#8217; to &#8216;Pending&#8217; whenever a response is received from the contact.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-35cb4001 elementor-widget elementor-widget-image\" data-id=\"35cb4001\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"387\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-based-on-contact-responded-event-desk365-helpdesk-1024x387.webp\" class=\"attachment-large size-large wp-image-33393\" alt=\"automation-based-on-contact-responded-event-desk365-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-based-on-contact-responded-event-desk365-helpdesk-1024x387.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-based-on-contact-responded-event-desk365-helpdesk-300x113.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-based-on-contact-responded-event-desk365-helpdesk-768x290.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/automation-based-on-contact-responded-event-desk365-helpdesk.webp 1112w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c5c0630 elementor-widget elementor-widget-text-editor\" data-id=\"6c5c0630\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>By setting up this automation rule during ticket updates, you can avoid delays in resolving customer issues and ensure that tickets are addressed in a timely manner. This helps to improve the overall support process by streamlining workflows and reducing the workload on support agents.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2ff9f4c0 elementor-widget elementor-widget-image\" data-id=\"2ff9f4c0\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"670\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/desk365-automation-rule-set-status-to-pending-after-contact-responds-in-ticket-updates-1024x670.webp\" class=\"attachment-large size-large wp-image-33392\" alt=\"desk365-automation-rule-set-status-to-pending-after-contact-responds-in-ticket-updates\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/desk365-automation-rule-set-status-to-pending-after-contact-responds-in-ticket-updates-1024x670.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/desk365-automation-rule-set-status-to-pending-after-contact-responds-in-ticket-updates-300x196.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/desk365-automation-rule-set-status-to-pending-after-contact-responds-in-ticket-updates-768x502.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/06\/desk365-automation-rule-set-status-to-pending-after-contact-responds-in-ticket-updates.webp 1202w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-76de465f elementor-widget elementor-widget-text-editor\" data-id=\"76de465f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Additionally, this automation rule allows for a more proactive approach to support, as it eliminates the need for manual status updates and reduces the risk of tickets being overlooked or lost in the system.<\/p><p>By providing customers with timely updates on their ticket status, you can enhance their experience and build trust in your support process.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":5,"featured_media":0,"parent":18821,"menu_order":1,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-18823","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18823","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=18823"}],"version-history":[{"count":40,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18823\/revisions"}],"predecessor-version":[{"id":36071,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18823\/revisions\/36071"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18821"}],"next":[{"title":"Configuring automation rules to run on time based triggers","link":"https:\/\/help.desk365.io\/en\/articles\/configuring-automation-rules-to-run-on-time-triggers\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18824"}],"prev":[{"title":"Configuring automation rules to run on ticket creation","link":"https:\/\/help.desk365.io\/en\/articles\/configuring-automation-rules-to-run-on-ticket-creation\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18822"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=18823"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=18823"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}