Setting up your workflow using rules & views

Updated 4 months ago by Thomas Trinelle

If you're not familiar with the basics on Rules and Views check out the articles below before you get started: - Rules - Views, Use cases

How to utilize rules and views to create a workflow for your support team

Depending on how big your support team is and how tickets are handled, there are several standard ways to approach this. It can be completely customized to meet your team's needs. In the video below you will see a common scenario for a company that has 2 or more dedicated support agents.

How to create views with specific tags:
How to create rules using message intents:

Rule configuration

  • Utilize rules to automatically tag your tickets using customer intents
  • You can then utilize these tags as filters within your views

Below you will see two examples of rules that are being utilized to automatically tag tickets.

Change order
  • The first is using the customer's intent of a ticket in order to determine if the customer may be communicating that they need to edit or change their order or shipping information.
    1. In Settings, go to Rules and click Create new rule
    2. Select WHEN new message in ticket as a trigger
    3. Click on THEN, and select an IF statement
    4. Select message -> intents -> name -> contains all of -> order/change.
    5. Click again on 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 following THEN, select Add tag as an action, and type "order", "change", "urgent".
    8. Click Save, and Activate
VIP customer
  • The second is utilizing Shopify data to determine if the customer is a VIP customer based on how much they have spent or how many orders they have placed.

Some information regarding conditions:

1) "Contains one of" condition is handling the keywords you entered as if there is "or" between them. To trigger the rule, at least one keyword needs to be present.

2) "Contains all of" condition is handling the keywords you entered as if there is "and" between them. To trigger the rule, all of the keywords need to be present.

When using keywords in your rules, we suggest setting one keyword at a time ("new", "order", "only"). If you enter an entire phrase (e.g. "new order only"), then the order of the words needs to be the same for the rule to trigger (this means that "only new order" would not trigger the rule).

View configuration

You can configure your views using filters. Below we will show you the filters being utilized for the different types of views shown in the video above.

My Tickets
  • "My Tickets", "My Chats", "My Snoozed Tickets", and "My Closed Tickets" are all utilizing a variable in the filters. This variable makes it so that each agent only sees tickets that are assigned to them.
Unassigned & tagged
  • The tickets in these views are all tickets that are unassigned, open, and have a specific tag attached to them.

Unassigned by channel
  • The tickets in these views are all tickets that are unassigned and are specific to a certain channel such as email, messenger, or chat.
Unassigned & tagged social media comments
  • The tickets in these views are specific to your social media comments and are also filtered by the different tags associated with them.
Unassigned social media comments
  • The tickets in these two views are social media comments that are specific to the social media channel and are unassigned.
Remember that as you work through the tickets from the different 'unassigned and tagged' views that you will start to clear out some of the tickets in the 'unassigned by channel' views. This also means that you will see the same tickets in the tagged views as you will in the unassigned channel views.

There can be several reasons why your rule is not performing as expected. Some of the most common ones are listed here.

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