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Rule Engine (Tickets Rules) Overview

Ticket rules are a set of conditions that allow you to automate different actions to occur once a ticket's trigger is activated. It is intended for routing tickets or ticket management purposes.

Rules are meant to save you the time of doing those actions that follow the trigger repeatedly.

Nanorep Ticketing Rule-Engine allows you to add your business logic into the ticketing system. By providing a variety of triggers, conditions and actions, the Rule-Engine allows you to tailor the ticketing system logic to your needs, allowing you to control labelsassignment to users, sending auto-responders and alert emails, etc.

For example, here are some rules that can be easily added:

  • Send out Auto-Responders to your incoming emails
  • Assign incoming tickets to specific agents and department based on incoming ticket contents, subject, etc.
  • Send alerts when tickets are assigned to users, or change their status
  • Close or Reopen tickets based on activity

For example: a new campaign, let's call it 'new', has started. This campaign has its own agents handling all interactions regarding it. One of the first things you want to do is automatically assign all tickets regarding 'new' to the 'new' team.