Rules - Common Use CasesUpdated 5 months ago

In this doc, we will explore some of the most commonly used rule setups. Hopefully this doc will help inspire you and empower you to build your own rules like a pro!

*Tip: For some pre-made rules, if you don't want to go through this manually, feel free to visit our Automate your work with Rules doc where you will find Autoresponders and Rule Templates!

Setup Instructions

Shipping status tickets

Say you get a lot of shipping tickets, and you want to classify them using a tag. Let's build a rule for that:

1. In Settings, go to Rules, click 'Create Rule' and then 'Create Custom Rule'.
2. Select 'WHEN Ticket created' as a trigger.
3. Click on THEN, and select an IF statement.
4. Select Message → Intents→Name → Contains all of → Shipping/Status.
5. Click again on the IF button, and select AND.
6. Choose Message → From agent → IS NOT → True (this means that the ticket is not created by an agent).
7. Click on the following THEN, select 'Add tag' as an action, and type 'shipping'.
8. Activate your rule!

Well done! Now, each time you receive a customer message asking about an update on delivery, that ticket will be automatically tagged! As the next step, you can create a view that only contains shipping tickets.

To learn more about intents, check out this article: Automating your work using customer intents.

Tag Negative comments

This example shows a simple rule tagging negative tickets using both the 'negative', 'threatening' and 'offensive' sentiments.

To learn more about sentiments, check out this article: Automating your work using customer sentiments.

Auto-close tickets

If you're getting email notifications from a specific email address that you want to close, you can create a rule to close them automatically.

1. In Settings, go to Rules, click 'Create Rule' and then 'Create Custom Rule'.
2. Select 'WHEN Ticket created' as a trigger.
3. Click on THEN, and select an IF statement.
4. Select Ticket→ Customer → Email → Contains one of → and type the email addresses that sends the email notifications you want to close. 
5. Click on THEN, and select an Action.
6. Select Set status → Closed.
7. Activate!

Now, all emails that have this subject will be automatically closed. 

Auto-reply - Where is my order?

You must be getting a lot of these. Let's build an auto-reply rule to handle them.

1. In Settings, go to Rules, click 'Create Rule' and then 'Create Custom Rule'.
2. Select 'WHEN Ticket created' as a trigger.
3. Click on THEN, and select an IF statement.
4. Select Message → Intents → Name → Contains all of → Shipping/Status.
5. Click again on IF button, and select AND.
6. Choose Message → From agent → IS → False (this means that the ticket is not created by an agent).
7. Click on the following THEN → choose 'Reply to customer' as an action → type your message.
8. That's that! Activate your rule!

Auto-reply - Outside business hours

If you want to create an automated response to be sent after business hours you can use the example below for that. 

1. In Settings, go to Rules, click 'Create Rule' and then 'Create Custom Rule'.
2. Select 'WHEN Ticket created' as a trigger.
3. Click on THEN, and select an IF statement.
4. Select Ticket→Created date of ticket→OUTSIDE BUSINESS HOURS.
5. Click on the following THEN→ choose 'Reply to customer' as an action →type your message.
6. Ready, set, go!

Add ticket ID to the subject

This rule can add a ticket ID to the subject line, for easier tracking! And you'll notice, its using some variables.
It goes something like this:

So the variable after the 'SET SUBJECT' action is:  #{{ticket.id}} - {{ticket.subject}}

For more tutorials on how to set up some of the most common rules feel free to check out the rest of our Rules documentation.

And, of course, if you are still in need of a bit of assistance here, chat with our Support Team anytime, or send an email to [email protected].