Administrators can create a Scenario to send an email when certain conditions are met. This article guides you through configuring a Scenario to alert the supervisor when an Agent assigns a Top priority ticket to another.
Creating a scenario to send an autoresponder:
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., A ticket is assigned or self assigned
Conditions: Specify conditions to look for tickets just assigned
Click on +Add new condition
Condition #1: Look for Top client in the Actions menu and add it. Choose "Yes" from the dropdown
Action: Now the final step is to specify the action to send email. For that,
Click on +Add new action.
Add Send an email from the menu
Specify an email id in the field Send an email: address, e.g, Fausto Iannuzzi.
Enter a subject for the email in the Subject field.
Enter email body in the text area Text. You can use Placeholders from a list that pops up when clicked on Show placeholders.
Click Confirm to save the scenario