Rules automatically allow you to assign a ticket at any stage of life, to the individual support agent or whole department needed to fulfill the service. Easy to configure cascading rules use criteria defined as granular or general depending on your needs. This requirement criteria may be based on any ticket parameter or event. Rule evaluation can be triggered by events in the ticket’s lifecycle or by time based conditions.
Rules are special rules that are “action triggered”. Rules create predefined actions that are automatically assigned to Tickets. If the Rule’s conditions are met, the action is performed.
In LiveAgent, you can setup a Rule to automatically transfer all tickets containing the word “payment” to a certain department.
Rules can also be used for marking spam emails or automatically deleting them.
This Rule will add the tag “Reward” when the agent is rated and (agent rating type is Reward).
If a Rule is applied, the change is displayed in a Ticket detailed view. This is to ensure clear responsibility for ticket handling. Both Admins and Agents can see the changes.
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