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Creating an action rule in Web Help Desk that assigns a ticket to a tech group based on the client's location

Configuring a Web Help Desk action rule to automatically assign incoming tickets to the appropriate tech group based on the client’s location.

First published date

4/29/2026 4:59 PM

Last published date

4/29/2026 5:12 PM

Overview

This article goes over how to create an action rule in Web Help Desk that assigns a ticket to a tech group based on the client's location.

Product section

Web Help Desk

Resolution

  1. Navigate to Setup>Processes>Action Rules.
  2. Create a new action rule, fill out all the required fields.
  3. In the action rule info, fill out the Rule name, Description (optional), and other settings that match your requirements.


  4. In the criteria, change the conditions to (ALL) Location>Location Name>is>intended location for the action rule.


  5. In actions, fill out the following information (tech group should be based on your requirements).
  6. Save the settings and configurations.