Business rules

131 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:

  1. Login to Deskero account using your credentials.

  2. Navigate to Settings Business rules Scenario

  3. Click the green +New Scenario on the right

  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 look for archived tickets.

    1. Click on +Add new condition

    2. Condition #1: Look for Archived in the Actions menu and add it. Choose Archived from the dropdown.

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

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

    1. Click on +Add new action. Add Archived from the menu.

    2. Pick “Not archived” from the drop down. This restores the ticket from Archives.

  10. Click Confirm to save the scenario. 

archive tickets
unarchive tickets