Business rules

162 Views How do I create a scenario to reopen “Closed” tickets automatically?

Administrators can create a scenario that executes automatically when customers respond to tickets marked as “Closed”.

Creating a scenario to reopen tickets marked as “Closed”:

  1. Login to Deskero account using your credentials

  2. Navigate to Settings Business rules Scenario

  3. On the right you'll see a green button +New Scenario: click it to get started.

  4. Enter the description for your scenario and specify how you want it to be executed.

  5. Execution: Select the automated execution mode “The scenario will be automatically executed”

  6. Type: Choose the execution type as “All conditions must match ”.   

  7. Event: Specify the event in order to execute the scenario when customers add a response to tickets, i.e., There’s a reply to a ticket.

  8. Conditions: Specify conditions to check the ticket status and see who replied to it. 

    1. Click on +Add new condition on the right.

    2. Condition #1: We need to check who added the response. For that, add the condition Last reply from the menu and choose Customer from the drop down.

    3. Condition #2: Add Ticket Status from the menu. 

       Select “Closed” . The system will check for tickets with the “Closed” status

  9. Action: Now the final step is to specify an action to change the ticket status. For that,

    1. Click on +Add new action. Add Change Status from the drop down.

    2. Select the status Opened. This converts the status from “Closed” to “Opened”.

  10. Click Confirm to save the scenario.

You can also create a scenario to restore archived tickets.