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How to use rule templates
Rules are a set of conditions that must be met to execute the selected actions. Read more about rules and how to manage them to achieve your goals.
HelpDesk has many ready-to-use rule templates that are grouped into handy categories. The templates are a good starting point when creating your own rule for the first time. With templates, you can quickly and easily add automation to your processes.
Below are the most popular ones, which our users have recommended as those that are perfect for starting the adventure with rules.
New ticket confirmation
This rule is to send confirmation to the “Requester” after the ticket has been created.
Rule explanation:
This rule is executed when all conditions are met. Select the team to link it with the rule. The basis of this automation is that the “Requester” sent a message which resulted in a new ticket being created in HelpDesk.
You can change the content of the confirmation and add appropriate parameters. Those parameters automatically supplement the content of the message with suitable variables.
Feedback request
This rule is intended to send a request for feedback when the ticket changes its status to “Solved.”
Rule explanation:
This rule is executed when all conditions are met. Select the team to link it with the rule. As you can see, it refers to any agent on the team. The basis of this automation is that the ticket status is set to ‘Solved’ and no one sent a request for a rating. Also, it’s been an hour since the ticket status changed.
You can change the content of the request message and add appropriate parameters. Those parameters automatically supplement the content of the message with suitable variables.
Follow-up
This rule is to send a reminder to the “Requester” with feedback that the ticket is waiting for a response.
Rule explanation:
This rule is executed when all conditions are met. Select the team to link it with the rule. The rule is executed when the ticket status is set to “Pending.” The basis of this automation is that no follow-up message has been sent to the “Requester” so far. Also, the reported inactivity on the ticket has reached three days.
You can change the content of the follow-up message and add appropriate parameters. Those parameters automatically supplement the content of the message with suitable variables.
“Pending” to “Closed”
This rule is to automatically change the ticket status from “Pending” to “Closed.”
Rule explanation:
This rule is executed when all conditions are met. Select the team to link it with the rule. The rule is executed when the ticket status is set to “Pending.” Also, when the reported inactivity on the ticket has reached three days.
