Deskero

 

How do I create a scenario to notify users when there is a new ticket via Facebook?

63 Views

Administrators can create a scenario to notify when a ticket is submitted via Facebook. Users can followup to the email they recieve or through the original source.


Creating a scenario to send an autoresponder:

  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. Give a name and description for your scenario

  5. Specify how you want it to be executed

    1. Execution: Select the automated execution mode “The scenario will be automatically executed”
    2. Type: Choose the execution type as “All conditions must match"
    3. Event: Specify the event in order to execute the scenario when customers add a response to tickets, i.e., A ticket is opened
  6. Conditions: Specify conditions to look for tickets just opened

    1. Click on +Add new condition

       

    2. Add the condition: Look for Ticket channel in the conditions menu and add it
           

  7. Actions: Now the final step is to specify the action to notify customers and agents.
              To add
    an action to notify Customers,
       

    1. Click on +Add new action.

       

    2. Add Send an email from the menu

    3. Specify the customer email placeholder in the field Send an email: address, i.e., #customer.email#

    4. Enter the email subject or specify the placeholder #subject#

    5. Copy the following email body into the area "Text" 
      =======

       

      Hello #customer.name#!
      We’ve just sent your help request (we call it a “Ticket”) to #agent.name#, the agent that will take care of you!

      Now you can sit back and relax: he’ll get in touch with you as soon as he can!

      Ticket n. #number# #url.view#
      #subject#
      #text#
      #portalName#'s customer support - powered by Deskero


      =======


      To add an action to notify Agents,
         

    6. Click on +Add new action.

       

    7. Add Send an email from the menu

    8. Specify the customer email placeholder in the field Send an email: address, i.e., #agent.email#

    9. Enter the email subject or specify the placeholder #subject#

    10. Copy the following lines into the area "Text" 
      =======

       

      Howdy #agent.name#!
      #customer.name# has just sent you a new ticket #number# - #subject#.

      Hurry up and go take care of them!
      #subject#
      #text#
      #portalName#'s customer support - powered by Deskero

                    =======
                   

          8. Click Confirm to save the scenario

scenario  notify ticket replies