120 Views How do I create a scenario to restore archived tickets automatically?
Administrators can create a scenario to restore archived tickets automatically when a response is added.
Creating a scenario to restore Archived tickets:
Login to Deskero account using your credentials.
Navigate to Settings → Business rules → Scenario
Click the green +New Scenario on the right
Enter the description for your scenario and specify how you want it to be executed.
Execution: Select the automated execution mode “The scenario will be automatically executed”
Type: Choose the execution type as “All conditions must match ”.
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.
Conditions: Specify conditions to look for archived tickets.
Click on +Add new condition
Condition #1: Look for Archived in the Actions menu and add it. Choose Archived from the dropdown.
Condition #2: We need to check who added the response. For that, add the condition Last reply from the menu and choose Customer.
Action: Now the final step is to specify an action to restore the ticket. For that,
Click on +Add new action. Add Archived from the menu.
Pick “Not archived” from the drop down. This restores the ticket from Archives.
Click Confirm to save the scenario.