Use Ticket Fields in RulesUpdated 2 hours ago

You can use Ticket Fields as variables that either act as the condition that triggers a Rule, or you can automatically set Ticket Fields as the action carried out by the Rule. Only Ticket Fields created in Gorgias can be used in Rules.

Ticket Fields as Actions

You can create a Rule that automatically sets Ticket Fields based on a series of conditions. This type of Rule can help standardize the Ticket Fields used on each ticket, which can improve your helpdesk’s organization and reporting.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the sidebar, locate Productivity, then select Rules.
3. Click Create Rule in the top-right corner, then click Create Custom Rule.
4. Enter a Rule name, and configure your Rule conditions.
5. To add the Set Ticket Field Action, click THEN, then select Action.
6. Click SELECT ACTION, then search for and select SET TICKET FIELD.
7. Click the purple Value variables to search for and select the Ticket Fields that should be applied.
8. Click Create Rule.
   
   

Ticket Fields as conditions

If you’d like a Rule to be applied to a ticket based on its Ticket Fields, you can specify Ticket Fields as a condition. For example, you might create a rule that assigns tickets with the Contact Reason: Refund request ticket field and input to a specific team or agent. 

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the sidebar, locate Productivity, then select Rules.
3. Click Create Rule in the top-right corner, then click Create Custom Rule.
4. Enter a Rule name, and configure your Rule conditions.
5. To add the Ticket Field condition, click THEN, then select “IF” statement.
6. Click ticket status, then click Ticket.
7. Search for and select Ticket Fields, then specify the Ticket Field in the next blue block.
8. Click the purple Value variables to search for and select the Ticket Field inputs.
9. Click Create Rule.