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How to Route Tickets based on the specific keywords from the body of the email using Action Rules in Web helpdesk
This article described how to Route Tickets based on the specific keywords from the body of the email using Action Rules in Web helpdesk
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Overview
Action rules create customized processes for unique situations. You can create action rules that define when, what, who, and how issues are approved, tracked, assigned, and handled. Action rules create a customized process for unique use cases.
In this article, we need to create an Action Rules to Route Tickets based on the specific keywords from the body of the email.
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1. Login to WHD Web Console as an Administrator
2. Go to Setup>Processes> Action Rules
3. Click New
4. Under Criteria Tab> and ANY of these conditions, this tab to select the conditions that must occur before a ticket triggers the action rule. Select the Criteria, as shown in the screenshot.
5. Complete the Steps by defining what Actions the Action Rules need to execute.
6. Save.